DRAFT - North Shore Automation Support Policies
Service Scope
Telephone support
Email support
Planned or emergency remote assistance using remote access (extra costs apply)
Planned or emergency onsite assistance (extra costs apply)
Service Availability
Hours of Availability
Telephone and Email support
Between 9:00 AM and 6:00 PM Pacific Time
Earlier hours may be available for EST clients on certain products & solutions
Monday - Friday, not including national holidays
Calls and emails received outside these times will be answered by a recording, and will be returned on the next business day
Remote assistance
Between 9:00 AM and 6:00 PM Pacific Time
Earlier hours may be available for EST clients on certain products & solutions
Monday - Friday, not including national holidays
Onsite assistance
No longer available from North Shore
Response Times
High priority: within 1 business day
Medium priority: within 2 business days
Low priority: within 5 business days
Maintenance/Upgrades
North Shore will provide system and software updates or upgrades upon request
This includes Akomi, CatDV, operating systems, and certain 3rd party applications currently under North Shore support contracts
In the case of a contract not being in place services will be billed against pre-purchased support time
North Shore is not responsible for any problems that arise subsequent to system and software updates or upgrades performed without North Shore’s prior written acknowledgement