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 based 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 |
Email support *
| | |
2 |
Chat support
| | |
3 |
Support via remote connection
| | |
4 |
Online resources
| | |
5 |
Minor releases
| | |
6 |
Telephone support
|
| |
7 |
Single point of contact
|
| |
8 |
Global escalation team
|
| |
9 |
24x7 support
|
| High impact issues |
10 |
Customer portal
|
| |
11 |
Health check
|
| |
12 |
Online training (8 hours)
| | ![](https://support.site24x7.com/galleryDocuments/edbsn56af1fd224670b10be07cffa60105134437032e2be40e1a1cb9801c60572bb4091550ca8f470462af1f50e3d715de7b0?inline=true) |
![](https://static.zohocdn.com/zoho-desk-editor/static/images/file.png)
* Email support is limited to business hours of the region.
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.