Tiers 1 & 2 have different hour response times. Tier 3 is fully negotiable (e.g. 24/7, 365, etc.)

A Priority 1 issue is an issue that the customer designates as such. The customer is in effect asking our support staff to make resolution of this issue their highest priority.

That all depends on what type of problem is reported. We always strive to get issues resolved ASAP and are committed to keeping our customers updated as our resolution develops.

Priority 1 designations are intended for "bugs" or defects in the application. If what is being requested by the customer is determined to be more of a Feature or Enhancement to the software, then an hourly cost estimate will be established and reviewed with the customer prior to work beginning.

For Tiers 1 & 2, no – our UX Design and Product Strategy services are not included with those tiers. However, the terms and services included within Tier 3 is negotiable and we do offer additional Design and Strategy services at Tier 3.

Unfortunately, no. Due to various macroeconomic reasons, we are in the process of renegotiating our legacy support engagements.

Response time is the amount of time from when the ticket is created until when we first confirm we're looking at it. The response time we adhere to within each tier is based around the idea our support agents may already be busy with a request.

No, P1s do not roll over. The way the support team is structured, all Priority 1 designations must be determined before the 20th (or the next nearest business day) of every month otherwise they are lost.

For Tiers 1 & 2, no – end-user support is not included with those tiers. However, the terms and services included within Tier 3 is negotiable and we do offer an end-user support option at Tier 3.

Yes, absolutely!