Support Impact Levels and Response Times

Last updated September 9, 2017

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Simply email our friendly support agents:
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Our initial response goals are relative to the impact of the reported problem on the customer environment. The amplifi.io definitions for Impact (Severity) levels 1-4 are:
IMPACT LEVEL CUSTOMER IMPACT CRITERIA
1 Critical Service Impact
Issue critically affects the primary Amplifi.io business service, application, or system. Customer resources should be available and willing to work on a 24×7 basis to resolve the issue. Characteristics of a Severity 1 issue include:
Business service is not operational
Production system is not available
Data integrity at risk
Production backup and recovery operations fail.
2 Significant Service or Implementation Impact
The Amplifi.io business service, major application, or system is seriously affected or implementation stopped. No acceptable workaround is available.
3 Moderate Service Impact
The Amplifi.iobusiness service, application, or system is moderately impacted or slow, no data has been lost, and the business service, application, or system is still functioning. The issue may be temporarily circumvented using an available workaround.
4 No Service Impact
Non-critical issues, general questions, enhancement requests, or similar issues

Note: All of the Amplifi.io Support Offerings are subject to change without notice, and that not all support offerings are available for all Amplifi.io products/editions.

OFFERING HOURS OF OPERATION(1) INITIAL RESPONSE GOALS
Multi-Brand Edition 24 hours x 7 days
(for S1 – Includes published holidays)
Local Business Hours (for S2 – S4)
9am-5pm, M-F
(Excludes published holidays)
S1 = 1 Clock Hour
S2 = 4 Business Hours
S3 = 8 Business Hours
S4 = 24 Business Hours
Enterprise Edition 24 hours x 7 days
(for S1 – Includes published holidays)
Local Business Hours (for S2 – S4)
9am-5pm, M-F
(Excludes published holidays)
S1 = 1 Clock Hour
S2 = 4 Business Hours
S3 = 10 Business Hours
S4 = 24 Business Hours
PRO Edition 24 hours x 7 days
(for S1 – Includes published holidays)
Local Business Hours (for S2 – S4)
9am-5pm, M-F
(Excludes published holidays)
S1 = 2 Clock Hours
S2 = 8 Business Hours
S3 = 24 Business Hours
S4 = 36 Business Hours
LITE Edition 24 hours x 7 days
(for S1 – Includes published holidays)
Local Business Hours (for S2 – S4)
9am-5pm, M-F
(Excludes published holidays)
S1 = 4 Clock Hours
S2 = 8 Business Hours
S3 = 24 Business Hours
S4 = 36 Business Hours

– US Local Business Hours Hours are Monday – Friday, from 9am – 5pm in the Pacific Time Zone United States. Hours and days may vary in regions and countries other than the United States.