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..

Contact us

Phone: (775) 852-1811

Toll Free: (866) 511-1331

Fax: (775) 852-1844

Email: info@tsis.net

Physical Address:

8755 Technology Way

Suite J

Reno, NV 89521

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