Site24x7 Customer Support SLA

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


 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
 


*Technical support will be available 24 hours a day from Monday to Friday.


Response and resolution time will be determined on a 24x5 basis.


Support Escalations:
If you are not happy with the support provided or have some concerns about the support, please escalate it to our team at escalations@site24x7.com. Our Escalations team will get in touch with you further.