Achilles Technical Support Services
| Achilles Hosted Services Service Levels Technical Support Coverage (Web Based Support) | ||||
| System and Server Monitoring | 24 hours x 7 days | |||
| Site Monitor Frequency | Real Time | |||
| Coverage Hours | 9:00 AM to 5:00 PM PT M-F | |||
| S1 Technical Response* | < 1 business hour | |||
| User Support Coverage (Web Based Support) | ||||
| Support issue submissions hours | 24 hours x 7 days | |||
| Coverage Hours | 9:00 AM to 5:00 PM CT M-F | |||
| S1 Technical Response** | < 1 business hour | |||
| Support User Logins | 4 | |||
| Support Ticket Requests (per month) | Unlimited | |||
| Additional Tickets | Unlimited | |||
| Training / How to Tickets (per month) | 10 | |||
| Additional How to Tickets | Unlimited | |||
| Minimum Billing Hours Per Support Project | N/A | |||
| Proactive Support | ||||
| Backup | Every 30 Minutes Incremental plus Nightly Full Backup | |||
| System Auditing | Each Weekend | |||
| Reboot | Each Weekend | |||
| Subscriptions | ||||
| Maintenance Releases | Unlimited with Priority Release | |||
| Technical Response, Severity Level and Support Times | ||||
| First Technical Response: | First Technical Response: | First Technical Response: | First Technical Response: | |
| Severity 1 | Severity 2 | Severity 3 | Severity 4 | |
| < 1 business hour | <2 business hours | <4 business hours | <16 business hours | |
* This response is on Severity 1 Level issues only. Refer to the Severity Level descriptions below for details.
** This response is on Severity 1 Level issues only. Refer to the Severity Level descriptions below for details.
Severity 1: “Critical Impact” Business Process and system functionality is critically affected; critical system or data is unavailable and/or backup and recovery operations are not working. A system workaround is required immediately.
Severity 2: “Serious Impact” Business Process and system functionality is seriously affected. System and/or data is exposed to potential loss or interruption. Near-term system work-around required.
Severity 3: “Moderate Impact” Business Process and system functionality is moderately affected. Critical system(s) and/or data are not at risk. System workaround requested.
Severity 4: “Low Impact” Business Process and system functionality is marginally affected or unaffected. System(s) and/or data are not at risk. Request for minor fix, information, or future release enhancement.
| Support Features | Details | |||
| Technical Support Coverage | ||||
| Coverage Hours | Continuous 24×7 access to Achilles technical support via phone, email and Web for Severity 1 cases | |||
| S1 Technical Support | S1 Technical Response insures you will receive response with critical issues within a certain time frame. | |||
| Dedicated Support Engineer | All incidents regarding S1 Level cases are handled by a dedicated support engineer for direct response and timely resolution. | |||
| Ongoing Technical Web-based Training | Experienced technical staff will dedicate time and resources to train designated contacts on any questions they may have concerning the system. | |||
| User Support Coverage | ||||
| Number of Issues | The amount of user issues you are allowed to address according to the service option. | |||
| User Web-based Training | Experienced customer support staff will dedicate time and resources to train designated contacts on any questions they may have concerning the system. | |||
| Proactive Support | ||||
| Routine Diagnostic Analysis | A program for analyzing application performance and probe for security problems, as well as recommend optimizing application speed and efficiency. | |||
| Backup | Backups will be made to ensure the safety of your data. | |||
| Subscriptions | ||||
| Maintenance Releases | The primary objective is to improve product reliability and performance which may contain new feature enhancements contributing to increased performance and application layer optimization. Examples include: application load balancing, error handling, etc. | |||
