Support SLAs

ConnectSx provides multiple support options to meet our customer’s needs. Below is a general overview of the options available. Please reach out to speak to a customer success representative to discuss specific needs and associated costs for your organization.

Features	Self Service	Standard	Premier
Initial Response Time	Within 24 business hours	Priority 0: 1 hour Priority 1: 4 hours Priority 2: 1 business day Priority 3: 1-2 business days	Priority 0: 1 hour Priority 1: 2 hours Priority 2: 4 hours Priority 3: 8 hours
Email Contact	General Support	Pooled Support	Dedicated Support
Online Knowledge Base	Yes	Yes	Yes
Training	Online Manuals, KB, Videos Initial training for system owner(s) at time of implementation.	Online Manuals, KB, Facilitated online training sessions (contact account manager for specifics)	Online Manuals, KB, Online Training, In-Person training (contact account manager for specifics; travel costs may apply)
Customer Success Resource	No Resource	Pooled Resources	Dedicated Resource

Priority Status	Definition
Priority 0	Critical impact requires immediate fix Responsible executive is notified and actively engaged Customer notified, daily follow up until resolved
Priority 1	Serious impact, but workaround exists Included in next development sprint Senior manager notified and actively engaged Customer notified, weekly follow up until resolved
Priority 2	Moderate impact, workaround exists or unnecessary for daily business operations Included in development sprint in upcoming quarter
Priority 3	Low impact, no negative operational implications Scheduled when time and resources are available

Self Service

We provide 24/7 access to documentation and training guides through our online Knowledge Base.

Monitoring

We have a 24/7 infrastructure team monitoring issues and logs and addressing issues with the ConnectSx platform and infrastructure. Issues are prioritized and remediated based on business impact.

Phone Support

Normal business hours for user support calls are 7:30 am to 6:00 PM Central Standard Time. If formal on-call support with dedicated resources outside of the stated hours is required, contact your account representative for options and availability based on location-specific needs. Additional costs may apply.