Get the help you need When you need it.
Enterprise Support You Can Depend On
The standard support hours for NEUPAC™ platform are
9:00 AM - 5:00 PM
(Indian Standard Time)
Monday - Friday
Every Issue Has a Defined Priority
To ensure the right level of attention and response, all support requests are classified according to business impact and operational urgency.
P1
CriticalSystem down, major outage, no workaround, Security breach
P2
HighMajor functionality impacted, workaround exists, Agents performance, Agents down, Performance degradation > 3x normal, Failed deployment blocking hotfix
P3
MediumPartial impact (non-critical agent), performance degradation <3x normal, limited users, failed deployment (non-blocking)
P4
LowMinor issues, cosmetic, informational, non-critical feature issue, run-books updates
SR
Service RequestStandard operational request
Support SLA Category
The following are the categories of tickets and response Service Level Agreement (SLA)
| PRIORITY | RESPONSE TIME |
RESOLUTION TARGET |
UPDATE FREQUENCY |
|---|---|---|---|
| P1 | 30 - 60 min | 4-8 hours | 60 min |
| P2 | 60 - 120 min | 1 business day | Every 2 hours |
| P3 | 4 business hours | 3 business days | Twice a day |
| P4 | 1 business day | 5 business days | Daily |
