Customer Care & Support Policies
Response and Resolution Times
|
Trouble |
Priority |
Response Time (in hours)* |
Resolution Time (in hours)* |
Escalation Threshold (in hours) |
|
Service not available (all users and functions unavailable) |
1 |
Within 2 hours |
ASAP – Best Effort |
2 hours |
|
Significant degradation of service (large number of users or business critical functions affected) |
2 |
Within 4 hours |
ASAP – Best Effort |
8 hours |
|
Limited degradation of service (limited number of users or functions affected, business process can continue) |
3 |
Within 24 hours |
ASAP – Best Effort |
48 hours |
|
Small service degradation (business process can continue, one user affected) |
4 |
Within 48 hours |
ASAP – Best Effort |
96 hours |
For User Support issues or to open a ticket email This email address is being protected from spambots. You need JavaScript enabled to view it. or call 775-852-1811. The phone lines are answered from 8:00am-4:30pm Pacific Standard Time. If it is outside of regular business hours and it is a Priority 1 Issue please email This email address is being protected from spambots. You need JavaScript enabled to view it..
