Support & Maintenance Terms

 

Phone Support

8am to 6pm MST (Monday - Friday) (excluding company holidays)

Support Phone

(877) 693-8863

Support Email

[email protected]

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 chart below.
    • Resolution Process for Issues of Severity Levels 1 and 2:
      (1) Trouble Ticket opened.
      (2) Assign engineer to determine and correct the error.
      (3) Periodic reports on the status of the correction.
      (4) Initiate work to correct the error.
    • Scheduled Outages are usually scheduled during nights & weekends and customers are usually notified via email.

 

Severity

Definition

Response Goal

Details

Severity 1 Service substantially fails to perform. 1 hour - Trouble Ticket opened.
- Assign engineer to determine and correct the error.
- Periodic reports on the status of the correction.
- Initiate work to correct the error.
Severity 2 Substantial degradation in performance of the Service 2 hours - Trouble Ticket opened.
- Assign engineer to determine and correct the error.
- Periodic reports on the status of the correction.
- Initiate work to correct the error.
Severity 3 Minimal-to-no impact on the availability or performance of the Service 3 days - Commercially reasonable efforts to include in next major release.

 

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