Support SLA

All support request must be made utilizing the online support form https://sociumdigital.com/support

Any support request emailed directly to a SociumDigital employee will not be accepted and does not fall under the standard SLA.

All support requests opened via the Support Portal will follow the SLA Below. The SLA does not apply to projects that have a defined timeline/schedule per an outlined scope of work.

Tickets should be marked as URGENT Priority if a mission-critical issue has caused a complete stoppage of work by the organization. If it is determined the ticket is not URGENT there will be a onetime fee assessed not to exceed $250.00 per incident/request.

URGENT PRIORITY

PRIORITY

Urgent

RESPOND

1 Hour

RESOLVE

12 Hours

OP HOURS

Calendar Hours

HIGH PRIORITY

PRIORITY

High

RESPOND

8 Hour

RESOLVE

3 Days

OP HOURS

Business Hours

 

MEDIUM PRIORITY

PRIORITY

Medium

RESPOND

2 Days

RESOLVE

15 Days

OP HOURS

Business Hours

 

LOW PRIORITY

PRIORITY

Low

RESPOND

3 Days

RESOLVE

30 Days

OP HOURS

Business Hours

 

SLA DEFINITIONS

Priority – Urgency Level of the Issue

Respond – The time SociumDigital must respond to the request. The response may come in the form of an automated message, email, phone call text message, etc.

Resolve – The time SociumDigital must resolve the support request. This may be adjusted based on the initial investigation performed by SociumDigital

Op Hours – Calendar Hours VS Business Hours. All support request hours are based on Business Hours except for URGENT support request

Business Hours – Monday – Friday 8:00 AM – 5:00 PM (EST)

Calendar Hours – 24 Hours, Sunday – Saturday

WEB DESIGN

Pennsylvania Web Design
Maryland Web Design
Philadelphia Web Design
Baltimore Web Design

SALESFORCE

Salesforce CRM in Pennsylvania
Salesforce CRM in Maryland
Salesforce CRM in Philadelphia
Salesforce CRM in Baltimore
Salesforce CRM in the United States

HIGHER EDUCATION

Pennsylvania Higher Education Web Design
Maryland Higher Education Web Design
Philadelphia Higher Education Web Design
Baltimore Higher Education Web Design

VIRTUAL/REMOTE SUPPORT

Remote Website Development in Pennsylvania
Remote Website Development in Maryland
Remote Salesforce Support in Pennsylvania
Remote Salesforce Support in Maryland

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