Assurance IT Service Level Agreements

Hours of Operations

AssuranceIT support services are available during the following hours of operation

Monday to Friday 9:00 am – 8:00 pm EST

Methods for Requesting Assistance/Service

http://assuranceit.zendesk.com

[e-mail]

Support Number -  [phone] | [phone]

SUPPORT

Objective: Assurance IT will respond to the Tenant or Reseller’s requests for technical support with respect to AIT Services according to the following severity levels of support situations:

Urgent – “Urgent” refers to situations when Services are unavailable.

AIT will respond by phone to all requests for Urgent Support within 15 minutes.

AIT will provide customer updates every 4 hours if the problem exists.

High – “High” refers to situations when services are accessible, but functioning improperly or at a degraded state of performance (e.g., time outs or slow response), as determined by AIT.

AIT will respond to all requests for High Support within 1 hour.

AIT will provide customer updates by the end of each business day if the problem exists.

Normal Support – “Normal Support” refers to situations when Services is accessible and is functioning properly and optimally, but Tenant requires information or assistance of some kind or desires to schedule maintenance.

AIT will respond to all requests for Normal Support within 4 hours.

AIT will provide customer updates by the end of each business day if the problem exists.

Low Support – “Low” refers to situations when Services is accessible and is functioning properly and optimally, but Tenant requires information.

AIT will respond to all requests for "Low" Support within 24 hours.

AIT will provide customer updates by end of business week.

Data Seeding

In some cases, clients will send data to Assurance IT on external disks / peripherals. This method helps when seeding large data sets or large repositories of data. Assurance IT will delete data sent by clients in less than 7 days after reception