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)
|
|
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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