SMSEagle Support Vertragsverlängerung über 1 Jahr
|Basic SLA:||5×9 Business Day*|
|Remote connection support||Yes|
|Access to Support Center Knowledgebase||Yes|
|Commited Response time to Priority-1 issues**||2H|
|Commited Response time to Priority-2 issues**||8H|
|Commited Response time to Priority-3 issues**||24H|
*Business Day hours
Our business hours cover Monday through Friday, 8:00 AM GMT+1 to 5:00 PM GMT+1, excluding major PL holidays.
The priority level of the submitted ticket is used to determine the response time guarantee.
PRIORITY-1: BUSINESS CRITICAL
Represents a device completely not usable or a significant feature that is completely unavailable, and no workaround exists. Does not include development issues or problems in staging environments.
PRIORITY-2: DEGRADED USABILITY
Includes intermittent issues with devices stability and reduced quality of service. A workaround may be available. Does not include development issues or problems in staging environments.
PRIORITY-3: GENERAL ISSUE
Includes product questions, feature requests and development issues.
All customers may set the priority level of a ticket. However, SMSEagle Support reserves the right to reclassify the priority level at any time if we reasonably believe the classification is incorrect. Reclassifications are almost exclusively used in situations where a ticket is submitted as Priority 1, but the situation contradicts the Priority 1 definition – usually a non-production setup issue, or how-to question. SMSEagle support team members may also increase the priority level if the situation is deemed to be more urgent than originally reported.
If the priority level is not set by the customer, the ticket will default to Priority 2.