SUPPORT SLA: CALLBACK CLOUD
|SUPPORT HOURS||SUPPORT DAYS||SUPPORT NUMBER(S)|
|24 x 7||365||+1 866-670-2223 (US and Canada)
+1 330-670-2238 (Worldwide)
Email address: email@example.com
- Case Logging
- Telephone Support
- Email Support
- Bug fixes to bring the software into substantial conformance with its then current technical documentation.
- Response time (see chart below)
- Resolution Process
- Open a Trouble Ticket
- Assign engineer to determine and correct the error
- Report Periodically on the status of the correction
- Initiate work to correct the error
- Severity Chart
CLASSIFICATION RESPONSE GOAL RESTORE GOAL (FIX OR WORKAROUND) RESOLVE GOAL Critical – Customer’s production software is down; the loss of production data is a concern and no procedural workaround exists 1 hour 24 hours 15 days High – Customer cannot use major software features or when the software is exposed to potential loss or interruption of service; no acceptable workaround exists 4 hours 48 hours 30 days Medium – Medium-to-low impact situation that involves partial non-critical functionality loss. Typically, an easy workaround exists. Medium issues include documentation and GUI. 1 day 2 business days 30 days Low – General usage question or recommendation for a future software enhancement or modification. 2 business days 4 business days N/A
The above time periods begin when customer notifies VHT of the support issue.
Delays when the issue is attributable to changes to client callflow and routing.
Certain situations may require software development and testing that may result in an increase in the resolution time stated above.
Lack of timely communication or full cooperation by customer.
Note: These support terms may change, but VHT will not materially degrade these terms during a paid support term. VHT will provide email or other electronic notice of any material changes.