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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