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Software Support:
Support is 24x7x365. Non-Critical issues
are handled via a ticketing system. For customers with a registered
email address, trouble tickets can be opened by sending an email
to support email address or by submitting a ticket via the web
with our online ticketing system. Tickets are routed to the
appropriate support department and resolved per our SLA. Critical
issues are handled via an emergency support phone number. Calls
are taken by a technician on duty and resolved per our SLA.
| Severity |
Description |
Target Response Time |
Target Resolution Time |
| Critical |
User cannot work, issue is affecting multiple
users or is severely impacting revenue. |
1 Hour |
4 Hours |
| High |
An issue with no known work around that
is affecting a single user. |
4 Hours |
8 Hours |
| Medium |
An inconvenience that can be addressed with
a workaround. |
12 Hours |
2 Business Days |
| Low |
General "How to" questions. |
24 Hours |
3 Business Days |
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