Contegix will provide unlimited support tickets via phone, email, chat and web communication channels. In the event of a problem affecting the application environment, whether a complete outage, partial outage, or serious performance degradation, Contegix will respond to the event within the times listed below:
Critical events
- 30 minutes, 24/7/365
- Errors in the application are severely impacting the web operation with no workaround available.
High events
- 1 hour, 24/7/365
- Errors in the application are causing significant disruption of the web operation and no workaround is available. Contegix must escalate High support events to a higher level of support expertise if duration of event exceeds one hour from initial contact by the System Administrator.
Medium events
- Two hours, 24/7/365
- Errors in the application are moderately disrupting the web operation but a workaround is available. Contegix must escalate medium support events to a higher level of support expertise if duration of event exceeds two hours from initial contact by the System Administrator.
Low events
- One business day, 24/7/365
- errors in the application are causing minor problems but does not disrupt the web operation. Contegix must escalate medium support events to a higher level of support expertise if duration of event exceeds one day from initial contact by the System Administrator.
