US/CANADA SUPPORT | All critical issues covered 24/7 | 1-800-352-0248
Support Service Level Agreements (SLA)
Issue Severity |
Definition |
Support Response Time |
Critical |
A significant business-impacting issue that interferes with normal business operations | < 60 minutes |
High |
A business-impacting issue that does not affect normal business operations | < 4 business hours |
Normal |
All other issues | < 1 business day |
Low |
Issues designated by the partner as low priority, such as minor feature requests | < 2 business days |
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.) |
x360Recover
|
Total service impact; unable to conduct business; Production system down, recovery required | 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. |
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 a 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, with no guarantees made regarding timing or availability of demo/free capacity.
SUPPORT | 720-204-4500 | 800-352-0248
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