Support Service Packages
Service-Level Agreements are available for all hardware solutions.
Economy
The budget support service package suited for less critical needs.
Service Uptime: 99.5%
Response Time:
Tier 1 (High): 4 business hours
Tier 2 (Medium): 8 business hours
Tier 3 (Low): Next business day
Resolution Time: Best effort. No specific resolution time is guaranteed.
Support Channels: Email
Support Hours: 9:00 AM to 5:00 PM EST, Monday to Friday.
Exclusions: Scheduled maintenance windows are not counted against uptime guarantees. Issues caused by the customer's own systems or network are also excluded.
Penalties: No financial penalties. Limited to providing a service credit for the downtime, as a goodwill gesture.
Essential
The standard everyday use support service package suited for general needs.
Service Uptime: 99.9%
Response Time:
Tier 1 (High): 1 hour, 24/7
Tier 2 (Medium): 2 business hours
Tier 3 (Low): 4 business hours
Resolution Time:
Tier 1 (High): 4 hours
Tier 2 (Medium): 2 business days
Support Channels: Email & Phone
Support Hours: 24/7 support for Tier 1 issues with 9:00AM to 5:00PM EST, Monday to Friday for all other issues.
Exclusions: Similar to the Economy package, but may include more specific definitions of what constitutes a valid support ticket. For example, if the customer has not initiated a reboot of their system in addition to basic troubleshooting before asking for support.
Penalties: If the service uptime or response time SLAs are not met, the customer is entitled to a service credit. For example, a 5% credit on the monthly bill for every 1% of downtime below the guaranteed uptime.
The commercial environment support service package where minimizing downtime is critical.
Service Uptime: 99.99%
Response Time:
Tier 1 (High): 15 minutes, 24/7/365
Tier 2 (Medium): 1 hour, 24/7/365
Tier 3 (Low): 2 business hours
Resolution Time:
Tier 1 (High): 2 hours
Tier 2 (Medium): 1 business day
Support Channels: Dedicated account manager, priority phone and live chat support, and a direct escalation path.
Support Hours: 24/7/365.
Exclusions: Customized exclusions based on the specific needs of the enterprise customer. This might include detailed clauses for force majeure events, customer-induced outages, etc.
Penalties: Monthly fee for failing to meet uptime or resolution guarantees. For example, a 10% credit for every 0.1% of downtime. The SLA may also include a "right to terminate" clause if the service provider repeatedly fails to meet critical SLAs.
Enterprise
