Support Service Level Agreements (SLA)
Issue Severity |
Definition |
Working Hours |
Support Response Time |
Critical |
A significant business-impacting issue that interferes with normal business operations | 24/7/365 until workaround or resolution is provided, or until issue is deescalated | < 60 minutes |
High |
A business-impacting issue that does not affect normal business operations | Mon-Fri 8am – 7pm EST * | < 4 business hours |
Medium |
All other issues | Mon-Fri 8am – 7pm EST * | < 1 business day |
Low |
Issues designated by the partner as low priority, such as minor feature requests | Mon-Fri 8am – 7pm EST * | < 2 business days |
*24/5 for x360Recover (Replibit/BRC/Direct-to-Cloud) only
Additional SLA Terms
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Continuity Cloud Provisioning SLA
If the issue severity is critical, and a partner will be paying for Continuity Cloud usage, new Continuity Cloud nodes will be provisioned and accessible to the partner within 60 minutes of the critical ticket being submitted.
If the issue severity is not critical, and partner will be paying for Continuity Cloud usage, new Continuity Cloud nodes will be provisioned within 1 business day.
If the Partner is receiving a demo or free Continuity Cloud services, nodes are provisioned based on queued demand, and available free/demo capacity; no guarantees are made regarding timing or availability of demo/free capacity.
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SLA for Free, Trial, NFR, or Demo Use of Any Service:
Any free, demo, or trial services are not eligible for receiving critical or high levels of service. All tickets relating to non-paid services will be treated with medium or low severity.
Examples of Issue Severity
| Product | Critical severity examples | High Severity Examples |
| (All products) | Complete service outage | Partial service outage |
| x360Cloud | Major restore operations, e.g., organizational units; security failures | Non-major restore operations (e.g., single user); restore operations working, but slow; other features impacted (e.g. search filtering, report views, etc.) |
x360Recover
|
Total service impact; unable to conduct business | Backups repeatedly failing, appliance or vault down |
| x360Sync | Inability to access or sync data | Slow file syncing |
| Backup for Files | Restoring files and folder needed for critical business applications | Backups repeatedly failed |
| BDR | Server down restores, or server down virtualizations of backups | Backups that have repeatedly failed |
| Continuity Cloud | Critical Continuity Cloud usage, server down restores | Further configuration of the Continuity Cloud, setting up backups of VMs running on the Continuity Cloud |
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