STANDARD SUPPORT TERMS
- Phone Support: 8am to 8 pm CST (Monday – Friday) (excluding company holidays)
- 24×7 Support by Email: firstname.lastname@example.org
- Extended support hours will be provided during the periods of the 14th thru the 31st of each month and will include weekends and holidays.
- Our Support is scheduled around your companies determination and compliance requirements.
- AKORE Cloud email support 24x7x365 , email@example.com
- Case Logging – Customer inquiries will be logged and tracked until completion
- Telephone Support
- Email Support
- Software service maintenance, which includes maintenance releases, enhancements, new versions, additions and modifications to the service that it provides to all other customers under support for no additional fee.
- Bug fixes to bring the service into substantial conformance with its then current user guide.
- Initial Response time of 2 business hours or less
- Resolution Process
- Trouble Ticket opened
- Assign engineer to determine and correct the error
- Periodic reports on the status of the correction
- Initiate work to correct the error
- Scheduled Outages are usually scheduled during weekends and non-business hours and customers are usually notified via email.