The chart below indicates our commitment to responding and resolving your support requests.

Response time is measured from the time the ticket is received until an SE replies back through a ticket update or phone call (per contracted maintenance support hours).

Resolution times are measured from the point the problem is duplicated at AMC, until a solution is provided. Low Priority fixes to be incorporated into the next major release are at the sole discretion of AMC.

 

Priority

Criteria

Response

Resolution/Workaround

Critical

Production down resulting in total disruption/product outage before and after system restart.  Critical business impact. 

Within 2 hours*

Within 1 business day*

High

Major Production feature/function failure.  Operations severely interrupted/restricted and no convenient workaround.

Within 4 hours*

Within 2 business days*

Medium

Limited feature/function failure for Production, Test, QA, or issues found during Implementation.

Within 1 business day*

Within 10 business days*

Low

Minor feature/function failure for Production, Test, QA, or issues found during Implementation. Enhancement.

Within 2 business days*

TBD

 

* Business day:  8:30 ~ 17:30 EST/EDT Monday ~ Friday (Excluding US holidays and Friday after Thanksgiving)