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

* 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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