Support SLA

Support Features and Packages

Description Basic / Standard Premium
Response Time The amount of time elapsed between the
initial contact of the customer
and the returned response by ObserveIT
technical support staff.
Severity 1 – 12 hours
Severity 2 – 24 hours
Severity 3 – 48 hours
Severity 1 – 4 hours
Severity 2 – 12 hours
Severity 3 – 24 hours
Upgrade Service Have ObserveIT Support staff doing the
upgrades of the ObserveIT
major versions as well as the ServicePacks.
Not Included Included
Direct Support Receive direct support from ObserveIT
Support organization
and not go through local partner/distributor
No Yes
Number of Contacts The number of named login users with
unlimited access to ObserveIT support portal,
the ability to open a case and communicate with ObserveIT Support staff.
2 5
Method of Contact The method to be used by the customer to
submit cases to ObserveIT Support staff
and the phone number to be used to
communicate.
Support Portal Support Portal & Telephone*
Hours Coverage The working hours in which ObserveIT
staff provide support.
Local Business hours** 24/7***

* In the event of an emergency (Severity -1) case, telephone access will be available.
** Local Business hours are from Monday to Friday as follows:
– Europe, Asia, Middle-East and Africa from 07:00am to 07:00pm CET.
– North, Center and South America from 07:00am to 07:00pm ET.
*** 24/7 support for emergency (Severity 1) events only.