|
SUPPORT |
FAQ |
REPORTS |
TECH INFO |
UPDATES |
LIVE SUPPORT |
SELF-SERVICE PORTAL
Technical
Support: (800) 211-5419
support@criticaltech.com
iMagio customer service representatives are available
during normal business hours (7-7
US Central Time). 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 |
|
|
15 minutes |
1 hour |
30 minutes,
or as circumstances warrant |
|
Level 2 – MEDIUM –
iMagio® System
is usable, but problem is causing material
annoyance. Work can continue, but is
materially affected. |
1 hour |
1 day |
Daily,
or as
circumstances warrant |
|
Level 3 – LOW –
iMagio® System
is usable, but problem is causing moderate
or minor annoyance. Work can continue, but
is affected by problem. |
1 business day |
1 business week |
Weekly,
or as
circumstances warrant |
|
Level 4 – ENHANCEMENT –
iMagio® System
is usable, but customer would prefer
different functionality than standard
features. |
1 day |
Next Release |
Quarterly,
or as
circumstances warrant |
|
