Our goal is to create a simple, but cohesive support progression for our customers to ensure they receive the best care possible. Commonly this is referred to as a "Service Level Agreement" wherein we both agree on a level of expectation for support going forward. For us, this appwhereas a Service Level Objective is geared more towards our collaborative approach.
What does this mean?
Service levels are for us, not you - our Service Level Objectives is a way in which we can ensure we are accountable to our clients, but it was also created because we recognize just as in IT solutions, one SLA does not fit all; setting on a shared objective better helps our customers focus on what they value most out of our relationship.
Within this document are our general guidelines for ticket submissions as well as escalation avenues for extenuating circumstances such as company-wide outages or other emergencies.
To view our general support information such as how to contact us or to view the various links for our services click here.
Telephone Support: Monday – Friday 9:00 A.M. to 5:00 P.M.
Email Support: Monday – Friday 9:00 A.M. to 5:00 P.M.
Note that all hours are in Eastern Standard Time.