Production Support Terms of Service
| Support | ||||
|---|---|---|---|---|
| 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 |
- 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.