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Evercast Support and Service Levels

Support Operational Hours

Support Level Operating Hours Methods
Tier 1 24x7x365 Phone, Email, Chat
Tier 2 24x7x365 Through Escalation
Tier 3 8a to 12a PST 7x365 Through Escalation

Service Level Response Times – Targets

Severity Level Service Functionality Client Notification Agent Assigned Diagnosis Time Resolution or workaround
Sev 0 All Clients Affected Hourly Immediate 30 Min 120 Min
Sev 1 Many Clients Hourly Immediate 30 Min 120 Min
Sev 2 Single Client Hourly 60 Min 240 Min 5 min
Sev 3 Limited or degraded access Daily 240 Min 48 Hours 5 min
Sev 4 Request for Info Weekly 5 min 48 Hours 14 Days

Uptime and SLA Metrics and Credits



Credit - % of monthly fees

100 – 99.6%
99.5 – 95.0%
94.9 – 90.0%

Enterprise Customers - If a Problem Severity Level 1 or 2 is not resolved by the time identified in the Resolution column above, a Service Provider account representative or similar executives shall promptly contact Company to provide an explanation as to why the Problem is not resolved and what steps are being taken to resolve the problem as soon as possible.‍‍

Maintenance Window - Periods reserved for scheduled maintenance which should be outside of business hours

Regularly Scheduled Maintenance Window – Every Sunday from 6am to 9am pst

Emergency Maintenance - Service Provider will notify Company of any maintenance outside the Scheduled Maintenance outlined above which may cause the Subscription Services to be not Available as soon as reasonably practicable.