Support Levels and SLA
Support Levels and SLA⚓︎
The table below defines the service level agreements (SLAs) for the levels of support offered by Hydrolix.
| Severity | Definition | Standard | Premium | Enterprise | |
|---|---|---|---|---|---|
| 1 (Critical) | Severe functionality loss, data loss or System is Down. Key business functions cannot be performed. A problem is deemed Critical when no acceptable alternative solution (e.g. workaround) is available. For all S1 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 | ||
| 2 (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. Severity 2 issues are not “critical” and a reliable alternative method exists. For all S2 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 | ||
| 3 (Normal) | Any other case where a feature or function of Hydrolix is not working as documented. Any case where a non-serious 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 | ||
| 4 (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.
- Severity 1 and 2 tickets must be accompanied by a phone call to the Hydrolix support number for SLA to apply.