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) |
* 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.
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