We investigate your issue according to priority level and time of submission. You can expect an initial response within 1 business day or less.
Business Day is considered 8:30 am to 5 pm Mon to Friday
We will observe all Saskatchewan Provincial Holidays, Canadian Holidays and US Holidays as URGENT SUPPORT PRIORITY if required for On-Site Service and HIGH SUPPORT PRIORITY for Remote.
|Priority and type of issue||Example|
P1: Critical Impact - Service Unusable or coding in Production, Holiday On-Site, After Hours, Unplanned (SLA Urgent 1 hrs / 4 hrs) 2.5 hours credit for each hour service deducted.
|All users or systems are down, a service is performed on holiday or require action to begin within the hour or resolved within 4 hours.|
P2: High Impact - Service Use Severely Impaired, onsite scheduled, planned coding, Holiday Remote Connection (SLA High 4 hrs / 12 hrs) 2 hours credit for each hour service deducted.
|Something is not working that disrupting your business operation. Resolve is required within the day. Attendance is required off hours.|
High end Design/Programming or Highly specialized service labor is performed.
|The user of your company has not first either made an appointment or reported an issue with the ticketing system and needs assistance within the day if possible.|
Requests or consults via txt message that do not already have a ticket.
|Most all TASKS should be planned in advance and expect 1 to 3 days service; arrange for the time and type of task. Request consults for large tasks to get the best service and proper planning.|
An Appointment is booked for Remote connection service to receive 1 to 1 training, consulting or Issue is reported that a user in your company needs support at the next available time over the next 3 days.
If your company required extra documentation or billing report information time may be required to accommodate such tasks.
The Service Level Agreement is only a guideline that SaaSTech Servers sets as a Client Success metric and not a recourse for refund or discount of service. Regardless of your issue, our commitment is to offer you a solution. Depending on your issue, the following solutions are possible:
We fix your issue, provide a solution, or answer your question.
It needs to be scheduled for additional consultation, repair, configuration, support or training.
We confirmed the issue you reported is a missing feature.
We can’t reproduce the issue, but provide recommendations for further investigation.
We ask a third-party product team to help, and put you in contact with them for further assistance.
We can’t resolve the issue you submitted, or determine it isn't supported.
We resolve an outage tracked in the SaaSTech Servers Support Portal and, at your specific request, send you a service credit and/or incident report.
When your case is resolved, you'll receive an email survey about how we handled your case. Your feedback is crucial in making improvements to our support structure and our products.
As your business grows, so does ours. To meet the support needs of our growing customer base, we engage with a select group of trusted support SERVICE PROVIDERS. Like our customers, these SERVICE PROVIDERS are diverse. They speak many languages and are strategically located to ensure we can support you whenever you need help. Each SERVICE PROVIDER goes through a rigorous selection process to ensure they have the required technical expertise, and we maintain an appropriate level of security and privacy so that together, we can provide you with a consistent support experience.