Critical Technologies

iMagio customer service representatives are available during normal business hours (7-7 CDT). Around-the-clock customer service is available for an additional fee. However, in all events we commit to the following response times according to problem severity.

Severity	Response Time	Resolution Goal	Update Frequency
Level 1 - HIGH - Problem causing the Service to be unavailable. Work cannot continue.	15 minutes	1 hour	30 minutes
Level 2 – MEDIUM – Service is usable, but problem is causing material annoyance. Work can continue, but is materially affected.	30 minutes	3 hours	1 hour
Level 3 – LOW – Service is usable, but problem is causing moderate or minor annoyance. Work can continue, but is affected by problem.	2 hours	1 business day	Daily
Level 4 – ENHANCEMENT – Service is usable, but customer would prefer different functionality than standard or current features.	1 day	Next Release	Quarterly