Response Times

We do not provide any guaranteed response times nor enter into any service level agreements.
The below procedures are to identify best effort guidelines for the client.

Critical – Best effort response within 24 hours after initial contact with support personnel with priority given to temporary solution then normal operations. (Average response time during business hours is less than 2 hours)
High – Best effort response within one business day after initial contact with support personnel with priority given to temporary solution then normal operations. (Average response time is the same business day)
Medium - Best effort response within three business days or next regularly scheduled visit.
Low – Mutually agreed upon date and time for any scheduled activities, 30 days for any other issues.

Support personnel will update client on any critical or high issues a minimum of once per day until issue is resolved unless client chooses not to receive updates.
Support personnel will update client on any medium issues that are not resolved within 3 business days unless client chooses not to receive updates.
Support personnel will update client on any low priority issues that are older than 30 days unless client chooses not to receive updates.
Response to an issue may be by either remote connection or in person but does not guarantee resolution within time frame.
Due to a wide range of possible issues from hardware, software and environmental problems, estimated times for resolutions cannot be established until diagnosis is complete and viable solutions are identified.