Service level response times.
Our hours of support are classified as follows:
Monday – Friday 9:00-17:00 CET, and according to Dutch holidays
The following service levels are available preferred and selected resellers only.
Service
Critical
High
Medium
Low
Description
Application cannot be used or is not accessible.
Company critical functions are blocked.
Non company critical functions are blocked.
User “how to” queries.
Response time
99% within 4 hours
75% within 4 hours
90% within 8 hours
75% within 40 hours
Support Lifecycle
Our Support Lifecycle policy provides consistent and predictable guidelines for product support availability when a product releases and throughout that product’s life. By understanding the product support available, customers are better able to maximize the management of their IT investments and strategically plan for a successful IT future. We guarantee to deliver support on the three latest released versions of itSuitsFashion.
Remote support
(Teamviewer)
PartnerSource
(Microsoft)
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