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Conditions of Use
Priority Service Level
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$100/hour - Service Level: Priority
Pre-paid Support which will be resolved before Standard service level projects and after Emergency service level projects. See the Current Approximate Response Times chart below.
Priority service level projects cannot have a deadline, not even a suggested/requested completion range.
Priority Service is not available via inbound phone calls. Outbound calls may be requested in the description or later updates of a ticket. The phone number to call must be provided and the reasoning for the call must be provided (eg: Please call before you begin so we can perform a backup; or Call to train user on requested module ...). Note that an Outbound call
be made at the discretion of the technician during production even if not requested, however: Inbound phone calls are not available at our Priority Service Level unless a technician posts a request in the ticket for the client to call in.
Priority Service is not available via inbound email. Outbound emails may be requested in the description or later updates of a ticket. The email address must be provided and the reasoning for the email must be provided (eg: Please email before you begin so our manager can perform a backup; or Email before you begin so our manager will know you when you will be in the system making changes ...). Note that an Outbound email or call
be made at the discretion of the technician during production even if not requested, however: Inbound emails are not available at our Priority Service Level unless a technician posts a request in the ticket for the client to respond via email or has emailed and is awaiting a reponse.
Priority Service is provided in our
Support Portal ticketing system (Redmine)
Priority service level projects and tasks may have a scheduled apppointment time. Appointments should be requested in line with our Approximate Response Time chart. Please leave at least 2 days more than the present Approximate Response time and supply two times for the best likelihood of getting an appointment time that is actually available.
Options and General Notes which apply to all Service Levels:
- Support can be provided by support ticket, phone, email or chat.*
- Training. Problem resolution. Configuration. Installation. Customization. Consultation.
- Full access to the client server must be available before service may be scheduled.
- This includes (but is not limited to) root ssh, mysql root, http (web), sip/iax and any other required access.
* Phone and Email support have limited access based on service level. See terms specific to this service level.
Approximate Support Response Times
This product was added to our catalog on Saturday 06 October, 2012.
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