Digital Immunity offers an additional “Premium Support” package for customers who are looking for an extra level of support.
Premium Support customers will receive several added benefits as outlined in the below table.
SUPPORT SERVICES |
BASIC SUPPORT |
PREMIUM SUPPORT |
Online Access (24x7x365)
|
 |
|
Telephone support |
|
|
Online chat support |
|
|
Dedicated call number |
|
|
Priority acceptance of calls |
|
|
Technician availability |
8 x 5 - response via email |
24x7x365 |
Escalation to management |
Welcomed when needed |
|
Tier 1 Priority response |
up to 72 hours via email |
up to 24 hours |
Response time to Tier 3 incident |
within 24 hours |
1 hour |
Support Level Initial Contact |
1st level support |
2nd level support |
Overview of Premium Support Services
-
- Online Access (24x7x365)
Access to a comprehensive Knowledge base repository of technical documents.
Email contact with technical support via Digital Immunity’s helpdesk portal. - Telephone Support (24x7x365)
Phone support is exclusive to “Premium Support” customers and can be reached at a “dedicated” number
(please contact your Sales Rep for this number). - Dedicated call number
Premium level support can be reached via a dedicated call number that is shared“exclusively” upon completion of your contract. - Technician availability
Normal technical availability is 8 x 5 (East Coast business hours).
Premium technician availability is 24x7x365. - Escalation to Management
An escalation process to ensure that unresolved issues are promptly addressed. - Priority callback
Initial callbacks if required are provided within the periods specified in the above table. - Response time per incident
Incidents reported online via Digital Immunity’s helpdesk portal (e.g. technical problems) will receive a response within the periods specified in the Support Addendum. - Support level initial contact
Premium level customers are given support directly by 2nd level technicians
- Online Access (24x7x365)
Weekend Support Coverage
Our Premium Technical Support team is available on Weekends starting from Friday at 7pm ET through Sunday at 4pm ET, but ONLY for Severity 1 – Critical System Down issues.
All other non-critical issues will be addressed during Digital Immunity’s normal business hours.
All customer requests for 1-Critical/System Down issues during the weekends must be entered through Digital Immunity’s online helpdesk system.