Site24x7 Customer Support SLA
Severity Level 1:
Site24x7 does not function without a fix being applied and when the problem has significant effect on the revenues or business operations of Subscriber.
Severity Level 2:
Site24x7 can function. However, it provides incorrect results or its performance is inconsistent with the performance described in the documentation.
Severity Level 3:
The functionality of Site24x7 is not affected by the problem or can be achieved by using other features of Site24x7.
Acknowledgement, Problem Determination, Problem Workaround and System Restoration, and Resolution/Restoration Timeframe*
Classic Support
| Severity Level | Acknowledgement | Problem Determination | Problem Workaround and System Restoration | Resolution/Restoration |
1 | 6 Business Hours | 24 Business Hours | 48 Business Hours | 30 Business Days |
2 | 15 Business Hours | 3 Business Days | 8 Business Days | 90 Days |
3 | 24 Business Hours | 5 Business Days | NA | 180 Days |
* Technical support will be available 24 hours a day, Monday through Friday.
Response and resolution time will be determined on a 24x5 basis.
Premium Support
| Severity Level | Acknowledgement | Problem Determination | Problem Workaround and System Restoration | Resolution/Restoration |
1 | 3 Business Hours | 18 Business Hours | 24 Business Hours | 15 Business Days |
2 | 3 Business Hours | 2 Business Days | 3 Business Days | 30 Business Days |
3 | 3 Business Hours | 3 Business Days | NA | 180 Days |
* High-impact issues will be attended to on a 24x7 basis.
Other issues will be resolved on a 24x5 basis, according to the above SLA.
Check out the table below for the support services offered:
S. no. | Services | Classic | Premium |
1 | Acknowledgement of email support | Within 8 hours | Within 3 hours |
2 | Email support | Regional business hours | Monday-Friday, 24 hours a day |
3 | Chat support | ||
4 | Support via remote connection | High priority issues | |
5 | Online resources | ||
6 | Service packs | ||
7 | Minor releases | ||
8 | Telephone support | - | |
9 | Single point of contact | - | |
| 10 | Global escalation team | - | |
11 | 24x7 support | - | High impact issues |
12 | Customer portal | - | |
13 | Health check | - | |
14 | Online training (4 hours) | - | |
15 | Custom product support* | - |
*Custom product support includes custom database queries, scripts, upgrades, configurations, and other customer-specific requests.
* Email support is limited to business hours of the region.
*Custom product support includes custom database queries, scripts, upgrades, configurations, and other customer-specific requests.
Support escalations:
If you are not satisfied with the support you received, please escalate your concerns to our team at escalations@site24x7.com . Our escalations team will get in touch with you.
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