Support | Solutions Metrix



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Annual Custom recurring support plans: (Billed monthly)

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Support Offerings BoH Standard Elite
One Time Monthly Monthly
Hours 20+ 5+ 50+
Support hours 9 AM โ€“ 5 PM 9 AM โ€“ 5 PM 8 AM โ€“ 6 PM
Free license Management Yes Yes Yes
Access to the SM portal Required Required Required
E-mail support Yes Yes Yes
Phone support No Yes Yes
SLA applicable No Yes Yes
Dedicated customer support manager No No Yes
Proactive initiative No No Yes
Troubleshooting / Support system issues Yes Yes Yes
Training Yes Yes Yes
Enhancement Yes Yes Yes

SLA structure

First response SLAs

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SLA Pro Elite
P1 2 Business Hours 1 Business Hour
P2 4 Business Hours 2 Business Hours
P3 1 Business Day 4 Business Hours

Resolution SLAs

SLA Timeline
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.

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