Support Priority Levels

Every support issue is different and any downtime you experience means less time selling and promoting your business. Therefore, iTech Consulting, Inc. has priority level service in place to determine the response time to any given support issue. When you request support, iTech Consulting, Inc. will determine the condition of each call and assign a priority level accordingly. The description and associated response times are as follows:

• CRITICAL: Complete failure of the system to perform correctly. This includes severe slowdowns of productivity or throughput. itech Consulting, Inc. should acknowledge receipt of the problem reported immediately. If the problem requires the involvement of expertise not available at the client site, iTeh Consulting, Inc. will provide the appropriate personnel within approximately four (4) hours. If the client agrees, the on-site response time may be later, but in no event later than twenty-four (24) hours.

 
• HIGH: Serious failure of software/hardware component, which does not result in complete system failure, but does impact productivity and/or throughput. iTech Consulting, Inc. shall provide one (1) hour telephone response. iTech Consulting, Inc. will provide the appropriate personnel at the client site within twenty-four (24) hours.

• MEDIUM: Recurrent problem, which affects productivity or the throughput of the system. iTech Consulting, Inc. agrees to respond by telephone within four (4) hours. Corrective action should be accomplished within forty-eight (48) hours.

• LOW: Cosmetic error not impacting production. iTech Consulting, Inc. agrees to respond by telephone within eight (8) hours.