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 AvailabilityTelephone 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
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