Support SLA

  Description Platinum / Standard
Response Time The amount of time elapsed between the initial contact of the customer and the returned response by ObserveIT technical support staff. Severity 1 – 12 hours Severity 2 – 24 hours Severity 3 – 48 hours
Upgrade Service Have ObserveIT Support staff doing the upgrades of the ObserveIT major versions as well as the ServicePacks. Not Included
Direct Support Receive direct support from ObserveIT Support organization and not go through local partner/distributor No
Number of Contacts The number of named login users with unlimited access to ObserveIT support portal, the ability to open a case and communicate with ObserveIT Support staff. 2
Method of Contact The method to be used by the customer to submit cases to ObserveIT Support staff and the phone number to be used to communicate. Support Portal
Hours Coverage The working hours in which ObserveIT staff provide support. Local Business hours**

* In the event of an emergency (Severity -1) case, telephone access will be available.
** Local Business hours are from Monday to Friday as follows: - Europe, Asia, Middle-East and Africa from 07:00am to 07:00pm CET. - North, Center and South America from 07:00am to 07:00pm ET.
*** 24/7 support for emergency (Severity 1) events only.