We do not offer direct end user software support, we will refer you back to your IT provider for all software issues.
Support can be initiated via Internet, Phone, Email, Chat and SMS. There is no fee for current contract customers or depot level hardware warranty support during the hours of 9am to 5pm EST, Monday through Friday, excluding national holidays. Depending on the contract onsite and after hours support may result in a service charge.
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Catastrophes, disasters, and server down have the highest level of support, getting same day priority. File restoration, retrieval, or backup issues are considered medium level, and are given one business day priority. General questions are assigned as two business day priority.
Our 4x10x5 Same Business Day Warranty onsite support is for servers and systems located in South Hampton Roads and is responded to from Monday through Friday, 9am to 6pm Eastern Standard Time, excluding national holidays. Support Requests received after 2pm Eastern Standard Time may result in an appointment beyond standard operations, after hours support is available as a per hour service charge or will complete the next business day rather than the same business day. Includes same day replacement parts if available at depot or next business day via air shipment. Advanced replacement and all shipping and misc costs for advanced warranty replacement within scope is covered during warranty period.
There is no fee for ongoing support of contracted customers during the hours of 9am to 6pm EST, Monday through Friday, excluding national holidays.
SLA based on Category
Low = Within 2 business days
Medium = Within 1 business day
High = ASAP