Each incident is assigned a priority level by our support teams, Level 1 to Level 4. Response time is measured from the first contact You make with our support team via the help desk and a ticket number is provided to You. Status updates will communicated to You through the help desk, Email, SMS or by phone.
Priority Levers | Remote Service Response | Onsite Service Response |
Level 1 - Critical | Complete outage:
| Complete outage (only for equipment that is covered under a support plan):
|
Level 2 - High | 5 or more users cannot access certain features:
| 5 or more users cannot access certain features:
|
Level 3 - Medium | A single user is completely down:
| A single user is completely down:
|
Level 4 - Low | A single user cannot access certain features:
| A single user cannot access certain features:
|