How can we help?
Addteq provides technical support/ assistance for product issues via Service Desk Portal, excluding listed US holidays:
Incidents follow SLA's as shown below:
Priority | Definition | Initial Contact | Time to Resolution |
P1 | System down, unable to access system. | 1 hr | 2 hrs |
P2 | Any defect- critical loss of application functionality or performance resulting in high number of users unable to perform their normal functions | 2 hrs | 4 hrs |
P3 | Any defect- that does not prevent the end user from accessing a significant feature of System | 24 hrs | 48 hrs |
P4 | Any application upgrades, downgrades, maintenance activity, etc. | 24 hrs | Scheduled |
Support and related SLA excludes :
Incidents follow SLA's as shown below:
Priority | Definition | Initial Contact | Time to Resolution | ||
(16x5) | (non-business hours) | (16x5) | (non-business hours) | ||
P1 | System down, unable to access system. | 1 hr | 1 hr | 2 hrs | 2 hrs |
P2 | Any defect- critical loss of application functionality or performance resulting in high number of users unable to perform their normal functions | 2 hrs | 4 hrs | 4 hrs | 4 hrs |
P3 | Any defect- that does not prevent the end user from accessing a significant feature of System | 24 hrs | NA | 48 hrs | NA |
P4 | Any application upgrades, downgrades, maintenance activity, etc. | 36 hrs | NA | Scheduled | Scheduled |
Support and related SLA excludes :