 |
Annual Support Agreement Highlights
emailtopia will respond to requests for support within an average of four
(4) hours from the receipt and log-in of a call from the contract holder, such response being made Monday through Friday 9:00 a.m. to 5:00 p.m. EST. Service coverage does not include emailtopia's locally observed holidays or weather related closures unless otherwise mutually agreed to by emailtopia and contract holder. Your support request will be given a higher priority in our call tracking system than those of non-contracted customers. This will lead to faster turnaround times for your requests. emailtopia has defined the following level of priority:
- Priority Level 1 Error: for errors that result in an emergency condition that causes a critical impact to customers operation or makes performance or continued performance of any feature or function within Response Manager impossible or unpractical, emailtopia will use commercially best efforts to provide corrections within 48 business hours.
- Priority Level 2 Error: for errors that significantly affect a customers operation or which make the performance or continued performance of any feature or function of Response Manager difficult and cannot be circumvented or avoided on a temporary basis by the customer, emailtopia will use commercial best efforts to provide corrections within five (5) business days.
- Priority Level 3 Error: for errors that can be easily avoided or circumvented by the customer emailtopia shall use commercially reasonable efforts to provide corrections within an upcoming release of the product. Emailtopia will make available, on a best effort basis, a list of bugs that are addressed with each subsequent release.
|
