Multi-channel support with defined SLA response times, remote assistance, and on-site engineers — so your business never stops.
Log support tickets, track status, access knowledge base and remote session — all in one place.
| Severity | Definition | Response Time | Mode |
|---|---|---|---|
| 1 — Critical | Business stopped. Server/Production down. | 4 Working Hours | RDP / Phone / Email / Onsite |
| 2 — High | Important issue. Low business impact. | 6 Working Hours | RDP / Phone / Email / Onsite |
| 3 — Medium | Research. Business not impacted. | 12 Working Hours | RDP / Email / Phone |
| 4 — Low | Request for information. | 24 Working Hours | RDP / Email / Phone |