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Support Offerings and SLA

Premiere Plus
Hours
Sunday 5 pm - Friday 8 pm ET
 
Support Channels
24x7 Web Portal Access
Phone
Email
Dedicated Partner Email
Number of Cases
Unlimited
 
Case Overage Charge
None
 
Support Response Time
Severity 1 (Urgent) - 2 business hours
Severity 2 (High) - 4 business hours
Severity 3 (Medium) - 4 business hours
Severity 4 (Low) - 4 business hours
 

Premier

Hours
8 am - 6 pm GMT (M-F)
 
Support Channels
24x7 Web Portal Access
Phone
Email
 
Number of Cases
10 per month
 
Case Overage Charge
Based on current list price
 
Support Response Time
Severity 1 (Urgent) - 2 business hours
Severity 2 (High) - 8 business hours
Severity 3 (Medium) - 1 business day
Severity 4 (Low) - 1 business day
 

Standard

Hours
9 am - 5 pm ET (M-F)
 
Support Channels
24x7 Web Portal Access
Email
 
Number of Cases
12 per year
 
Case Overage Charge
Based on current list price
 
Support Response Time
Severity 1 (Urgent) - 4 business hours
Severity 2 (High) - 2 business days
Severity 3 (Medium) - 2 business days
Severity 4 (Low) - 2 business days

 

 

 The Cloudamize Support contract will define all clauses relating to SLA monitoring and violations.

 

 

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