SLA
Support SLA⚓︎
The table below defines the service level agreements (SLAs) for the levels of support offered by Hydrolix.
| Severity | Definition | Standard | Premium | Enterprise | |
|---|---|---|---|---|---|
| P1 - Urgent | Severe functionality loss, data loss or System is Down. Key business functions cannot be performed. A problem is deemed urgent when no acceptable alternative solution (e.g. workaround) is available. For all P1 cases please call our support number.* |
Availability | Business Days | 24/7 x 365 | 24/7 x 365 |
| Response Time | 8 Hours | 1 Hour | 15 Mins | ||
| Update Time | Weekly | Daily | 1 Hour | ||
| P2 - High | A feature or function is failing, limiting the ability to utilize the Hydrolix Service. Hydrolix service is disabled or not working as documented. Serious problems are demonstrable. P2 issues are not critical and a reliable alternative method exists. For all P2 cases please call our support number.* | Availability | Business Days | Business Days | 24/7 x 365 |
| Response Time | 2 Business Days | 4 Hours | 1 Hour | ||
| Update Time | None | 2 Business Days | 4 Hours | ||
| P3 - Normal | Any other case where a feature or function of Hydrolix is not working as documented. Any case where a non-core feature or function within the Hydrolix system is not operating or has become unstable. | Availability | Business Days | Business Days | Business Days |
| Response Time | None | 5 Business Days | 1 Business Day | ||
| Update Time | None | None | 1 Business Day | ||
| P4 - Low | Service Request. Billing information, feature requests, and ‘How-To’ questions. | Availability | Business Days | Business Days | Business Days |
| Response Time | None | 5 Business Days | 1 Business Day | ||
| Update Time | None | None | None |
* Hydrolix support number will be provided upon completion of purchase.
SLA Definitions:
- Business Days are defined as any day, except Saturday, Sunday and any public holidays that are observed by Hydrolix, between the hours of 08:00-17:00 local time of the customer creating the support ticket.
- P1 and P2 tickets must be accompanied by a phone call to the Hydrolix support number for SLA to apply.