Support: 8am to 8pm CST (Monday – Friday) (excluding company holidays)
Support Email: email@example.com
- Case Logging
- Telephone Support
- Email Support
- Service maintenance, which includes maintenance releases, enhancements, new versions, additions and modifications to the Service, that it provides to all other customers under support for no additional fee.
- Bug fixes to bring the Service into substantial conformance with its then current user guide.
- Response time in accordance with the table below
- Resolution Process for issues of severity levels 1 and 2
- Trouble Ticket opened – immediate phone call/communication with client
- Assign developer/engineer to determine and correct the error
- Reports on the status of the correction communicated by account manager
- Initiate work to correct the error & communication when complete
|Severity 1||Service substantially fails to perform||
|Severity 2||Substantial degradation in performance of the Service||2 hours||
|Severity 3||Minimal to no impact on the availability or performance of the Service||2 days||