Support
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SaaS Platform Support Response Time
Level | Severity Level | Description | Response Time | Resolution Time |
P1 | Outage | SaaS Server Down | Immediate | Depending on the hosting server issue resolutions. Expected resolutions 2 hours. |
P2 | Critical | Highly critical alert. Product is not available for use or a significant proportion of the contracted functionalities are not available or system is stuck / not working | Within 3 hours | Within 8 Hours or 1 working days |
P3 | Urgent | One or more elements of the Product critical to the functioning of Customer’s business have ceased to respond completely or respond extremely slowly. | Within 24 hours | 48 hours or 2 working days |
P4 | Important | Non-critical alert. One or more elements of the Product have ceased to respond completely or respond slowly and a workaround is available. | Within 48 hours | 72 hours or 3 – 4 working days |
P5 | Informational |
|
Two Working Days | Best Effort |
**Response time does not mean the issue is resolved.
Let us know how we can help! We’re happy to provide one-on-one support, product training and live demos of our software for yourself or your team.
If you have any queries, please email at support@pmaspire.com