$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.

Deadline: Priority service level projects cannot have a deadline, not even a suggested/requested completion range.

Phone: Priority Service is provided in our Support Portal ticketing system (Redmine) or via email. Outbound calls may be made at the discretion of the technician (only), however: Inbound phone calls are not available at our Priority Service Level.

Email: Emails intended to initiate support at our Priority Service level should have *PRIORITY* included in the subject line of the email. Note that scheduling can be delayed if this is not included in the subject line. If the service level is left out entirely, the service can not be scheduled and you will simply receive a reply requesting a service level (so include it!).

---

Options and General Notes which apply to all Service Levels:

• Methods - Support can be provided by support ticket, phone, email or chat.*
• Purpose - Training. Problem resolution. Configuration. Installation. Customization. Consultation.
• Scheduling - Full access to the client server must be available before service may be scheduled.
• System Access - 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