Support Plans and Service-Level Agreements

Support Plans and Service-Level Agreements

If purchased, the Support Plan will be provided to customer's users in accordance with the selected SLA within this description. Users can submit support tickets over the Web or by telephone (Silver SLA and above). infoThink Solutions will use commercially reasonable efforts to promptly respond to and resolve each support ticket. Actual resolution time will depend on the nature of the support ticket and the resolution. A resolution may consist of a fix, workaround or escalation to the platform provider.  

For clarity, Support Plans do not include implementation of the Services. Support Plans are for ongoing support and administration of the Services after the Services have been implemented.

Support Plans

​infoThink Solutions will use commercially reasonable efforts to respond to each case within the applicable response time described in the table below, depending on the severity level set on the issue.

Bronze SLA

Severity Level
Target Initial Response Time by Severity
1
4 business hours
2
6 business hours
3
1 business day
4
2 business days

Silver SLA

Severity Level
Target Initial Response Time by Severity
1
2 business hours
2
4 business hours
3
6 business hours
4
1 business day

Gold SLA

Severity Level
Target Initial Response Time by Severity
1
1 hour
2
2 hours
3
4 business hours
4
6 business hours

Gold SLA
  1. Severity Level 1 and 2 target initial response times are 24x7, including weekends and holidays.
  2. Severity Level 1 cases must be submitted via telephone as described above. Severity Level 1 and 2 target initial response times do not apply to cases submitted via email.

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