24x7 Customer Support
If your site experiences a show-stopper event such as downtime or login issues (see chart below), 24x7 Support can be added to the Enterprise Support plan. Contact your Account Manager at +1 (619) 795-8459 to upgrade to the Enterprise Support Plan.
Issue classification
| Classification* | Legal-term | Definition | 24x7 Support Available |
|---|---|---|---|
| Show-Stopper | Downtime | Site unavailable. Authentication unavailable (LDAP, Active Directory, SAML, ADFS). | ✔ |
| Critical | Malfunction | A function that is not executing at all. The term malfunction is used to classify the impact of an Issue in order to properly triage it for support. | X |
| Major | Defect | A function that is executing but is producing a system or application error during the execution. The term defect is used to classify the impact of an Issue in order to properly triage it for support. | X |
| Normal | Enhancement | A capability that is included in the default offering but is confusing or challenging to accomplish. | X |
| Minor | Feature | A capability that is not included in the default offering. | X |
*Only issues classified as Show-Stopper are able to receive 24x7 Support. Non Show-Stopper issues that are reported outside of regular hours (6AM PT to 5PM PT) will be triaged and classified for response during regular business hours.
Response times
| Contact | Description | Response time |
|---|---|---|
| 24x7 Support | Available 24x7 for Show-Stopper issues | Two (2) hours |
|
submit a ticket in the Nice Community https://success.mindtouch.com/Admin/Contact/How_to_submit_a_case_in_the_NICE_Customer_Community |
Available Monday – Friday 6AM PT to 5PM PT for all issue classifications. | ≥ Four (4) hours during business hours |
| +1 (619) 795-8459 | Available Monday – Friday 6AM PT to 5PM PT for all issue classifications. | During business hours |
Determine site availability
When examining site availability, 24x7 Support Agents will access your site anonymously via global relays to determine if the site is accessible. If the site is accessible from all regions during this check, the site will be declared available.
If the site is available:
- The connectivity issues may be the result of issues on your network or computer
- The inquiry will not qualify for 24x7 support
- The case will be re-classified as a non Show-Stopper issue
- The case will reopen and be responded to during normal business hours
You can confirm whether a connectivity issue is limited to your network by using services such as Alertra, and notify your IT team if the issue is limited to your network.