Axcient Support Service Level Agreements - SLAs

Written By Tami Sutcliffe (Super Administrator)

Updated at August 2nd, 2021

Support Service Level Agreements (SLA)

 Issue Severity
 Working Hours
 Support Response Time
 Critical A significant business-impacting  issue that interferes with normal business operations 24/7/365 until workaround or resolution is provided, or until issue is de-escalated

 < 60 minutes
 High A business-impacting issue that does not affect normal business operations

 Mon-Fri 8am – 7pm   EST *  < 4 business hours

All other issues  Mon-Fri 8am – 7pm   EST *  < 1 business day
 Low Issues designated by the partner as low priority, such as  minor feature  requests  Mon-Fri 8am – 7pm   EST *  < 2 business days

*24/5 for x360Recover (BRC/Direct-to-Cloud) only 

Additional SLA Terms

  • Continuity Cloud Provisioning SLA

If the issue severity is critical, and a partner will be paying for Continuity Cloud usage, new Continuity Cloud nodes will be provisioned and accessible to the partner within 60 minutes of the critical ticket being submitted. 

If the issue severity is not critical, and partner will be paying for Continuity Cloud usage, new Continuity Cloud nodes will be provisioned within 1 business day.

If the Partner is receiving a demo or free Continuity Cloud services, nodes are provisioned based on queued demand, and available free/demo capacity; no guarantees are made regarding timing or availability of demo/free capacity. 

  • SLA for Free, Trial, NFR, or Demo Use of Any Service:

Any free, demo, or trial services are not eligible for receiving critical or high levels of service. All tickets relating to non-paid services will be treated with medium or low severity. 


Examples of Issue Severity

Product Critical severity examples High Severity Examples
(All products) Complete service outage Partial service outage

x360Cloud Major restore operations,  e.g., organizational units; security failures  Non-major restore operations (e.g., single user); restore operations working, but slow; other features impacted (e.g. search filtering, report views, etc.)

  • Direct-to-Cloud (D2C)
  • BRC/Fusion
Total service impact; unable to conduct business Backups repeatedly failing, appliance or vault down

x360Sync  Inability to access or sync data

Slow file syncing
Backup for Files Restoring files and folder needed for critical business applications

Backups repeatedly failed
BDR Server down restores, or server down virtualizations of backups

Backups that have repeatedly failed
Continuity Cloud Critical Continuity Cloud usage, server down restores Further configuration of the Continuity Cloud, setting up backups of VMs running on the Continuity Cloud


Axcient Corporate Headquarters 

707 17th Street Suite 3900, Denver CO 80202 

678-888 0700  

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