|Support hours||9 AM – 5 PM||9 AM – 5 PM||8 AM – 6 PM|
|Free license Management||Yes||Yes||Yes|
|Access to the SM portal||Required||Required||Required|
|Dedicated customer support manager||No||No||Yes|
|Troubleshooting / Support system issues||Yes||Yes||Yes|
|P1||2 Business Hours||1 Business Hour|
|P2||4 Business Hours||2 Business Hours|
|P3||1 Business Day||4 Business Hours|
|P1||1 Business Day|
|P2||3 Business Days|
|P3||5 Business Days|
Our team aims to resolve issues as swiftly as possible and will deploy their best effort to respect the given SLA. However, because of the complex nature of some operating instances, there may be cases where we cannot guarantee the time that it will take to resolve a specific problem. In addition, our resolution times may be affected if we do not receive the requested information and/or we do not have all the required access to the instance.
While we strive to provide fixes for all issues, any feature defects from the manufacturer software are subject to the provider resolution time policy. Solutions Metrix will act as the facilitator and advocate for the customer in such cases.