Commercially reasonable efforts will provide video service of at least a 99.9 percent level of monthly uptime, excluding regularly-scheduled maintenance and force majeure events. These same efforts will also be used to inform customers if scheduled maintenance will be performed at alternative times.
Tier 1 Support
Real-time support escalation
Prompt and accurate service
Tier 2 Support
Subject matter expert
Track helpdesk tickets and top issues
Leader and participant callbacks
Tier 3 Support
Qualify software issues
Track defect and enhancement list
Software and system engineering
Help Desk Support
If immediate attention is required, please dial the help desk support number listed below to speak with a customer support technician.
Phone service level goal: 80% answered in 60 seconds or less Email service level goal: Response within 24 hours of e-mail receipt.
Technical Support Services (Help Desk)