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. All URGENT request will be assessed a onetime fee not to exceed $360.00 per incident/request.
PRIORITY |
Urgent |
RESPOND |
1 Hour |
RESOLVE |
12 Hours |
OP HOURS |
Calendar Hours |
PRIORITY |
High |
RESPOND |
8 Hour |
RESOLVE |
3 Days |
OP HOURS |
Business Hours |
PRIORITY |
Medium |
RESPOND |
2 Days |
RESOLVE |
15 Days |
OP HOURS |
Business Hours |
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