Production Support Terms of Service

Self-support Standard Premium
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
Response Times
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
  1. 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.
  2. 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.