Telephone Support: 8:00 A.M. to 5:00 P.M. Monday through Friday
Email Support: 8:00 A.M. to 5:00 P.M. Monday through Friday
Service Provider will respond to service related incidents and/or requests submitted by the Reseller within the following time frames:
Within 1 hours for issues classified as Critical priority during business hours.
Within 8 hours for issues classified as Critical priority outside of business hours or issues classified as High during business hours.
Within 3 hours (during business hours) for issues classified as High priority.
Within 48 hours for issues classified as Medium priority.
Within 5 working days for issues classified as Low priority.
Remote assistance will be provided in-line with the above timescales dependent on the priority of the support request.
Regular software updates and Maintenance during the regular maintenance window. The regular maintenance window is between 12:00 am and 6 am daily.