As a DocuPhase Maintenance Client, you are…
As Provided in the DocuPhase Service Level Agreements (SLA)
New Ticket Submission (Support Request) Assignment
Emails (received in the open queue) and voicemails (checked throughout the day) are assigned within 2 hours.
Response and resolution times are measured from the time DocuPhase receives a Support request until DocuPhase acknowledges receipt of the request, and begins collecting any information necessary to address the issue. DocuPhase responds issues based on the timeframes associated with the level severity as shown below:
|Severity Level||Standard Response Time||Severity Definition||Resolution Effort|
|1 - Critical||1 hour||Service is unusable, unavailable for a significant number of Users, or there is an eminent risk data loss or threat to data security.||Immediate and continued effort, with continuous engagement by phone or onsite.|
|2 - High||2 Hours**||Significant service malfunction, is materially degraded, seriously inconvenient, and/or non-critical functions cannot be performed.||Continued effort (8 hours a day, 5 days a week – ET).|
|3 - Medium||4 Hours**||Service experiences an intermittent or inconvenient error with material impact to functionality or population of Users.||5 days** with work-around provided, or corrected with an interim hot patch or next available update.|
|4 - Low||1 Day**||Service experiences a non-critical malfunction, without material impact to functionality.||30 days** with work-around provided, or corrected with an interim hot patch or next available update.|
|5 – Non-Critical||5 Days**||Service does not provide functionality or perform in a way that meets new needs; or client needs information about the Service.||Updates provided as agreed upon during submission of Support request (case-by-case)|
*Technical Support and Professional Services related to any upgrades are outside of the subscription benefit; however, these may be purchased upon signed, authorized request.
**Eastern Time, Business Days & Hours Only
Hours: Monday – Friday, 8am – 8pm ET*
Contact Methods: (727) 441-8228, Ext. 104 / firstname.lastname@example.org
Both voicemail and email methods automatically trigger a support ticket; therefore, you happen to contact us during a high-call-volume period, it is recommended that you leave a voicemail or email instead of waiting on hold.
When leaving a voicemail or sending an email please include the following information:
Hours: Any hours that fall outside Standard Support Hours (as noted above).
Contact Methods: (727) 415-3963 After-hours support MUST be requested by phone/voicemail using Best Practices as stated above.
Standard Hours: (727) 441-8228, Ext. 104
After-Hours: (727) 415-3963
(727) 441-8228, Ext. 270
(727) 441-8228, Ext.100
*Enhanced support programs are available upon request.