Support Levels. Support personnel will respond to and update each support ticket in accordance with the following timelines. Online Ticket Submission, Phone Support Severity Level 1: 24x7 Severity Levels 2-4: Mon-Fri, 8am-6pm at Customer’s main domicile All Severity Levels: 24x7 Designated Support Contacts Maximum of 5 Maximum of 10 Response Times Update Frequency Response Times Update Frequency Severity Level 3 3 business days 4 business days 2 business days 2 business days Severity Level 4 7 business days 7 business days 5 business days 5 business days
Appears in 3 contracts
Sources: Master Subscription Agreement, Master Subscription Agreement, Master Subscription Agreement