Support SLAs

Owned by Chris Riedel
Last updated: Aug 23, 2022
2 min read

ConnectSx provides multiple support options to meet our customer’s needs. Below is a general overview of the options available. Please reach out to speak to a customer success representative to discuss specific needs and associated costs for your organization.

Features

Self Service

Standard

Premier

Initial Response Time

Within 24 business hours

Priority 0: 1 hour

Priority 1: 4 hours

Priority 2: 1 business day

Priority 3: 1-2 business days

Priority 0: 1 hour

Priority 1: 2 hours

Priority 2: 4 hours

Priority 3: 8 hours

Email Contact

General Support

Pooled Support

Dedicated Support

Online Knowledge Base

Yes

Yes

Yes

Training

Online Manuals, KB, Videos

Initial training for system owner(s) at time of implementation.

Online Manuals, KB, Facilitated online training sessions

(contact account manager for specifics)

Online Manuals, KB, Online Training, In-Person training

(contact account manager for specifics; travel costs may apply)

Customer Success Resource

No Resource

Pooled Resources

Dedicated Resource

Priority Status

Definition

Priority 0

  • Critical impact requires immediate fix

  • Responsible executive is notified and actively engaged

  • Customer notified, daily follow up until resolved

Priority 1

  • Serious impact, but workaround exists

  • Included in next development sprint

  • Senior manager notified and actively engaged

  • Customer notified, weekly follow up until resolved

Priority 2

  • Moderate impact, workaround exists or unnecessary for daily business operations

  • Included in development sprint in upcoming quarter

Priority 3

  • Low impact, no negative operational implications

  • Scheduled when time and resources are available

Self Service

We provide 24/7 access to documentation and training guides through our online Knowledge Base.

Monitoring

We have a 24/7 infrastructure team monitoring issues and logs and addressing issues with the ConnectSx platform and infrastructure. Issues are prioritized and remediated based on business impact.

Phone Support

Normal business hours for user support calls are 7:30 am to 6:00 PM Central Standard Time. If formal on-call support with dedicated resources outside of the stated hours is required, contact your account representative for options and availability based on location-specific needs. Additional costs may apply.