Production Support Terms of Service
|Hours of Coverage||N/A||Standard Business Hours||Standard Business Hours (24x7 for Severity 1 and 2)|
|Support Channel||None||Web and Phone||Web and Phone|
|Number of Cases||N/A||Unlimited||Unlimited|
|Initial and Ongoing Response||Initial and Ongoing Response||Initial Response||Ongoing Response|
|Severity 1||N/A||1 Business Hour||1 Hour||1 Hour or As Agreed|
|Severity 2||N/A||4 Business Hour||2 Hours||4 Hours or As Agreed|
|Severity 3||N/A||1 Business Day||4 Business Hours||8 Business Hours or As Agreed|
|Severity 4||N/A||2 Business Days||8 Business Hours||2 Business Days or As Agreed|
- Basic support is no longer available. If you still have a Basic contract, your terms of service remain at two (2) business days for web support until its expiration date.
- In order to provide you with 24x7 coverage, Eupraxia Labs requests that you identify a dedicated point of contact who will be available until the issue is resolved.
NOTE: Severity 2 issues are not automatically set to 24x7 coverage after filing a support case, and 24x7 coverage should be explicitly requested if applicable.
Return to the XtremeCloud Support Policy.