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Service Level Agreements

1. Products and Services‌

Products and services are divided into several Product Families and Service Categories which will be referred to throughout this document. Refer to Tables 1

Table 1: Product Family​

2. Assurance Details

  1. Support Hours‌

Enterprise products are covered by 24/7 support arrangements via our ticket system.

  1. Fault Handling‌

Product or service faults reported go through two phases:

    1. Response – calculated from the moment we receive notification of a fault until we acknowledge receipt of the notification. Refer to Table 2.
    2. Resolution – calculated from the Response time until the service is restored to working condition. Refer to Table 3.

Note: Delays due to the following factors outside of our control do not count towards the total Resolution time:

      • Delays waiting on information from customer sources or vendors
      • Hardware replacement through vendor warranty
      • Technician travel times for onsite assistance
      • Weather disruptions or other major events
Table 2: Response Times