Support Policies
Terms:
Subject to the payment of the applicable annual subscription fees for the products,
WizIQ and the reseller will provide end-users who have purchased WizIQ products
with the support services specified below.
Support Hours:
Support is available under this Agreement during WizIQ's normal business hours on
weekdays (24x5) and partial support at weekends, via email and the Internet. Voice
support is available at following numbers:
USA: +1NoSkype-919-647-4734 India:
+91NoSkype-921-649-4947 / +91NoSkype-869-909-4948
Response Goals:
|
Severity Error Level
|
Initial Response Period
|
Resolution Response Goal Period
|
|
Blocker
|
12 Hours
|
48 Hours
|
|
Critical
|
1 Business Day
|
5 Business Days
|
|
Major
|
2 Business Days
|
10 Business Days
|
|
Minor
|
5 Business Days
|
Future Release
|
Initial Response Time is the time for a return call or email from
WizIQ to End User to acknowledge the Error and to estimate the time for delivery
of the resolution.
Resolution Response Time Goal is the best case estimate of the
time required to provide a documented error correction that restores full (or near
full) functionality of the products.
*Disclaimer: WizIQ reserves the right to amend, modify or terminate
this SLA and the terms of service from time to time. While every precaution has
been taken on meeting the above-mentioned SLA, it may exceed the given timeline
under the unavoidable circumstances. We shall not be liable for any losses or inconveniences
incurred as a result of such changes or differences.