Our product support

 

Mode of Support

  • Email
  • Support portal

Customer Classification :- Platinum / Gold / Silver

S1 Severity 1 – Showstopper or product unusable

Support Qualifier Platinum Gold Silver
SLA – 1 email acknowledgement of issue receipt Within 2 hours Within 4 hours Within 6 hours
SLA – 2 level; Assign a support Engineer Within 4 hours Within 4 to 6 hours Within 6 to 8 hours
SLA -3 Issue resolution or work around Within 12 hours Within 12 to 24 hours Within 24 to 36 hours

S2 Severity 2 – Part of functionality unusable

Support Qualifier Platinum Gold Silver
SLA – 1 email acknowledgement of issue receipt Within 2 hours Within 8 hours Within 8 hours
SLA – 2 level; Assign a support Engineer Within 4 hours Within 4 to 6 hours Within 6 to 8 hours
SLA -3 Issue resolution or work around Within 16 hours Within 16 to 28 hours Within 28 to 40 hours

S3 Severity 3 – Nice to Have or does not affect regular operations

Support Qualifier Platinum Gold Silver
SLA – 1 email acknowledgement of issue receipt Within 2 hours Within 8 hours Within 8 hours
SLA – 2 level; Assign a support Engineer Within 8 hours Within 8 to 12 hours Within 12 to 16 hours
SLA -3 Issue resolution, work around or communicate possible inclusion of feature date/release Within 16 hours Within 16 to 28 hours Within 28 to 40 hours
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