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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 to
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
48 Hours
14 Days
5 min

Uptime and SLA Metrics and Credits

Uptime

Target

Credit - % of monthly fees

100 – 99.6%
0%
System
99.5 – 95.0%
25%
94.9 – 90.0%
50%
<89.9%
100%

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.