Service Level Guarantee
Our customers can count on the following level of service response times regardless of the method for submitting a support request.
** Work will continue until the Portal site is back up regardless of working hour. If the site is down due to circumstances out of our control, i.e. a 3rd party hosting company service is down, we will do our best to initiate a support ticket with the identified organization.
Customers are entitled to 3 support requests each year on the renewal of the Maintenance and Support Plan.