Service Level Guarantee

Our customers can count on the following level of service response times regardless of the method for submitting a support request.

Severity 1

Existing Portal Connector functionality is not allowing users to log into the front or back end to perform business critical functions.

Acknowledgement Support Team: 1 Business Hour
Status updates provided: Every Business Hour
Escalation to Senior Architect: 2 Business Hours
Endeavor to resolve the issue: 1 Business Day **


Severity 2

Existing Portal Connector functionality is partially limited resulting in an important business function not being able to be completed.

Acknowledgement Support Team: 2 Business Hours
Status updates provided: 2 Business Hours
Escalation to Senior Architect: 2 Business Hours
Endeavor to resolve the issue: 2 Business Day **

Severity 3

Existing Portal Connector functionality is restricted and a workaround is available to execute the required business function.

Acknowledgement Support Team: 2 Business Hours
Status updates provided: 1 Business Day
Escalation to Senior Architect: 1 Business Day
Endeavor to resolve the issue: 5 Business Day **

** 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.