Silver support services are billed annually. Phone support hours for this plan are 7am to 7pm CST, Monday through Friday. And, the online support site is available 24 hours a day, 7 days a week.
| Support Hours |
Services |
7am - 11pm CST
Monday - Friday |
- All standard benefits included
- Guarantee four hour response
- All calls included at this level
- Access to FishNet Security Support Site that provides software updates and detailed support information
- Services billed annually
- After-hours/weekend support billed at $150.00 per hour
|
Response and Escalation Grid
| Hours* |
Critical |
Functional |
Minor |
Administrative |
| *Denotes business hours after the ticket is opened |
| 0 |
L1/Mgmt. Team |
L1 |
L1 |
L1 |
| 1 |
|
|
|
(L2 NBD) |
| 2 |
L2 |
|
|
(L3 / Mgmt. Team) |
| 4 |
|
L2 |
|
(2nd BD) |
| 6 |
L3 |
|
|
|
| 8 |
|
|
L2 |
|
| 12 |
|
L3 / Mgmt. Team |
L3 / Mgmt. Team |
|
| 24 |
|
|
|
|