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