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Conditions of Use
Emergency Service Level
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$200/hour - Service Level: Emergency
Pre-paid Support which will be resolved before Priority and Standard service level projects.
Emergency service level projects may have a deadline, see the deadlines section below.
Emergency Service which is provided by telephone must be preceded by either an email to firstname.lastname@example.org with *EMERGENCY* in the subject line (and preferably also a description of the situation, but this is optional) or a
Support Portal ticket
opened at Emergency.
Emails intended to initiate support at our Emergency Service level should have *EMERGENCY* 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:
- 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.
ONLY Emergency service level and above projects may have a deadline.
For a deadline to be binding in any way (as opposed to merely being mentioned as a possible completion date), the deadline must be agreed upon in writing (such as an email or Support Portal ticket) and that deadline must be explicitly agreed to as a solid deadline by an employee of PoundTeam Incorporated. The "Due date" field in the Support Portal is not used for this purpose and is not considered a "binding" deadline. That field is merely a suggested/requested completion date and possibly only for a portion of a project.
For a deadline to be binding, it must be agreed upon explicitly as a binding deadline by both you and our technician in writing, it is highly recommended that this be the first line in your ticket (or your email, or both if you use both), and also included in your subject line. No exceptions will be made to this rule. Deadlines not agreed upon in this manner are non-binding "requests" which do not result in a refund.
If you have a solid deadline, you must communicate this to us before the project begins and we must acknowledge it explicitly for it to qualify as a binding deadline.
If you have a solid deadline, and you fail to provide us with necessary information or access which results in the missing of the deadline, PoundTeam Incorporated will not be considered responsible for the missed deadline. ANY information or access not provided, even if this becomes known AFTER the deadline has been agreed on, will constitute a failure on the part of the client nullifying the deadline. If any of this information is missing at the inception of the project, and a deadline is agreed to and later missed, the timing of the availability of that information may be considered the reason for the missed deadline and this decision will be made by the manager at PoundTeam Incorporated.
Missed Deadline Refund:
To qualify for refund, the deadline stated by the client must be in writing, the acceptance and commitment to meet the deadline by PoundTeam personnel must also be in writing. Full access to the client server and any other necessary access/information/etc. must be available immediately. If access is not available and this delays the requested support, there will be NO offset or refund of fees. This includes (but is not limited to) root ssh, mysql root, http (web), sip/iax and any other required access as stated by our personnel during service. Any lack of access or lack of support from a 3rd party will void any deadline agreement and there will be no refund. Be sure access and 3rd parties are managed accordingly and in a timely fashion.
Approximate Support Response Times
This product was added to our catalog on Saturday 06 October, 2012.
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