SyferLock Help Center

SyferLock Support Service Level Agreements

SyferLock Technology Corporation is committed to making critical service response to our client community. Our help-desk and engineering staff will provide on-call support coverage in the event of an unexpected failure or significant problems with critical systems during your support hours.

Our customer issues are important to us and our help-desk and engineering staff strives to resolve all of them in a timely manner, only Premier Support customer issues can be addressed by the after-hours on-call staff.  

Routine calls that come in during after-hours will be handled during the next business hours.  

Standard Maintenance covers weekdays, 9am - 5pm, Eastern Time Zone, except for Standard U.S. Federal Holidays.

Standard Maintenance Agreement

Severity Level & Description Response Time Target Resolution
1 - Production System Down 1 hour 12 hours
2 - Critical System Impact 5 hours 1 business day
3 - Moderate System Impact 1 business day 3 - 5 business days
4 - Minor System Impact 3 business days 6 - 10 business days
5 - New Feature/Enhacement 5 business days Variable

24x7 Premier Maintenance Agreement

Severity Level & Description Response Time Target Resolution
1 - Production System Down 2 hours 6 hours
2 - Critical System Impact 4 hours 12 hours
3 - Moderate System Impact 4 hours 1 business day
4 - Minor System Impact 1 business day 3 - 5 business days
5 - New Feature/Enhacement 2 business days Variable
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