Enterprise Service Agreements

Why have an ESA?

Our goal is to create a simple, but cohesive support progression for our customers to ensure they receive the best care possible. Within this document are our general guidelines for ticket submissions as well as escalation avenues for extenuating circumstances such as company-wide outages or other emergencies.

Support Guidelines

We offer 24/7/365 live-answer service for all Enterprise Service Agreements.

Telephone Support: Monday – Friday 9:00 A.M. to 5:00 P.M.

Critical Support calls received out of office hours will be forwarded to a 24/7/365 answering service and best efforts will be made to action the call within an hour.

Email Support: Monday – Friday 9:00 A.M. to 5:00 P.M.

Emails received outside of office hours will be collected, however no action can be guaranteed until the next working day·

Note that all hours are in Eastern Standard Time.