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.