Support Policy and 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 request opened via the Support Portal will follow the SLA Below. The SLA does not apply to projets that have a defined timeline/schedule per an outlined scope of work.

Tickets should be marked 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. 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 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 8:00AM – 5:00PM (EST)

Calendar Hours – 24 Hours, Sunday – Saturday