24x7x365
Receive an Account Manager on-demand and support via Phone, Email, Chat, and our Ticketing System 24x7x365. Available to ORE SC NOC Ultimate and Enterprise customers, our VIP support services are known for their personalized guidance and impeccable crisis management.
SLA
Depending on your selected plan, ORE System offers a high degree of SLA. For example, the ORE SC NOC Enterprise plan comes with a 99.99% Uptime Guarantee, and an Initial Response Time for any ticket is 30 minutes.
Severity
Critical
High
Medium
Low
Initial Response Time
1 Hour
4 Hours
8 Hours
1 Day
Support Service Entitlements
Benefits
Individual Contracts
Small Business
Enterprise
Ultimate
Online Help
Community
Support Hours
24×7
24×7
24×7
24×7
Ticketing System
Unlimited Tickets
Unlimited Tickets
Unlimited Tickets
Unlimited Tickets
Phone
Dedicated Account Manager
Meetings (phone/online per week)
Upto 1 Hour
Upto 5 Hour
Monthly Training on New Features
Consulting & Proactive Guidance
Severity/Priority Definitions and Initial Response Time
Severity
Definition
Initial Response Time
Critical
Core functionality not working such as the user can’t log in, the video doesn’t play at all, payment doesn’t go through, and likewise. It must be core functionality, without which the application is up ( and available) but unusable. In most cases, it will be clearly identifiable, if it’s a critical issue or not.
1 Hour
High
The scenarios such as CMS feature not working, Video encoding issue, FTP issue, Video upload issue, and likewise, will fall under this category. The request requires timely processing, as the non-working functionality could cause serious interruptions or negatively impact the business.
4 Hours
Medium
The problem causes interruptions in normal operations but doesn’t have an impact on the operation of a production system. Email notification not working, or language translation not working, likewise, this will be in this issue category.
8 Hours
Low
The issue results in minimal or no interruptions to normal business operations (no business impact). The issue consists of “how to” issues primarily. UI issues and likewise can be considered a low priority.
1 Day