Veloxity will respond to technical support issues by assigning them the following priority levels:
Priority |
Description |
Response Time |
Resolution Goal |
P1 – Critical |
A P1 support issue is described as critical—software platform is inoperable. Support personnel will begin working on your problem immediately. P1 examples include all users unable to log in, the system is down, or users are receiving a fatal error. |
2 hours |
Assuming that the issue is related directly to the software platform, then Veloxity will assign support staff to triage and resolve the issue and provide updates or workarounds within forty-eight (48) business hours of receipt of notice of the issue. |
P2 – Urgent |
A P2 support issue is described as urgent—a problem causing an inconvenience, but the customer can still access the software platform. Support personnel will begin working on your problem within four hours. A P2 example includes interface errors or interface data issues. |
1 business day |
Assuming that the issue is related directly to the software platform, then Veloxity will assign support staff to triage and identify the problem. Veloxity will exercise commercially reasonable efforts to resolve the issue. |
P3 – Non-Urgent |
A P3 support issue is described as non- urgent—an enhancement request or intermittent issue that may require research to resolve. Support personnel will log the call and the customer can follow the progress on-line. P3 examples include general questions, password issues, training requests. |
10 business days |
Assuming that the issue is related directly to the software platform, Veloxity will address requests and work to establish a mutually acceptable time frame for resolution. Veloxity will use commercially reasonable efforts to resolve the issue in the next update. |