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
- Severity Level 1 and 2 target initial response times are 24x7, including weekends and holidays.
- 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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Where to submit a Support Ticket
Submitting a Support Ticket in any of the followings ways by Customer's Users. For all support plans Email: support@infothink.com.au Support Portal: https://support.infothink.com.au/portal Whatsapp: +1-334-463-9510 Other support ...
Submitting a Support Ticket and Designated Contacts
Designated Contacts are Users that the Customer identifies as the primary liaisons between Customer and infoThink Solutions for technical support. Customer shall identify and maintain at least one (1) Designated contact. Customer shall ensure that ...
Severity Levels
Issues will be categorised and handled according to an assigned severity level. The ticket severity level is selected by the User at the time of ticket submission, and will be updated by infoThink Solutions as follows: Severity Levels Level 1 - ...
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