Phone Support |
9 AM to 5 PM EST (Monday-Friday) (excluding company holidays) |
Slack Channel |
#support |
Support Email |
support@qliktag.com |
Case Logging |
Email Support |
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– Service maintenance, which includes maintenance releases, enhancements, new versions, additions, and modifications to the Service, that it provides to all other customers under support for no additional fee. |
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– Bug fixes to bring the Service into substantial conformance with its then-current user guide. |
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– Response time in accordance with the chart below. |
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– Resolution Process for Issues of Severity Levels 1 and 2: |
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(1) Trouble Ticket opened. (2) Assign engineer to determine and correct the error. (3) Periodic reports on the status of the correction. (4) Initiate work to correct the error. |
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– Scheduled Outages are usually scheduled during weekends and evenings and customers are usually notified via email. |