All support is on an hourly basis and each ticket is gauged by severity. Each Range of support includes a primary point of contact as well as an alternate within your company. Our Management team outlines case priority levels and responses which are executed accordingly. However, if you feel you have a mission critical incident we recommend submit a support ticket and a support agent with respond based on severity. Email or Live Chat reporting is monitored during normal business hours, 8am to 5pm CST.
Case priority levels and response is as follows:
|
Severity Level |
Problem Description |
|
Critical |
Critical: Business stop due to product or major feature or data corruption |
|
High |
Serious: Major impact. Major feature/product failure; inconvenient workaround or no workaround exists |
|
Medium |
Minor: Minor impact. Minor feature/product failure, convenient workaround exist. |
|
Low |
Informational or feature Request: Functionality does not match documented specifications or customers would benefit from new feature. |
**A nonconformity is not considered an error if (a) the product is combined or merged with any hardware or software not support by Arecon Data LTD.; or (b) the error is caused by Customer’s misuse or improper use of the product; or (c) if the error cannot be reproduced in an unmodified version of the product running on the applicable platform.
|
Severity Level |
Recommended Reporting Method |
Initial Response Time |
|
Critical |
Support Ticket, Phone and Live Chat |
2 hours |
|
High |
Support Ticket, Phone and Live Chat |
4 hours |
|
Medium |
Support Ticket and Live Chat |
8 hours |
|
Low |
Support Ticket and Live Chat |
24 hours |