Support Policy
Doubleknot Support is provided as part of your service agreement. The level determines the response commitment and methods of support for your organization.
The primary method of support for all our client organizations is via email. In addition, telephone support is available to those clients that are entitled or have separate support agreements.
Support commitments and methods at our standard levels are below. Please refer to your service application for your specific support terms.
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Level
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Email Support
Monitored 7 days per week.
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Telephone Support
7am to 5pm Pacific Time Monday Through Friday. Holidays excluded.
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Basic
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2 Business Day Response
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No phone support
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Bronze
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1 Business Day Response
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First 30 Days plus 4 incidents
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Silver
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1 Business Day Response
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First 30 Days plus 8 incidents
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Gold
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½ Business Day Response
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First 30 days plus 12 incidents
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Unlimited telephone support can be purchased. For more information please contact sales@doubleknot.com.
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