5nine Support Terms

5nine Support Details

 

Support Hours EMEA
Monday to Friday
8:00 a.m. to 5:00 p.m. GMT
Phone: + 44 20 3026 1881
Email: support@5nine.com

Support Hours North America
Monday to Friday
8:00 a.m. to 5:00 p.m. ET
Phone: +1 561 898 1100
Email: support@5nine.com

Case Logging

  • Telephone Support
  • Email Support

Software maintenance, which includes maintenance releases, enhancements, new versions, additions and modifications to the Software, that it provides to all other customers under support for no additional fee.

Bug fixes to bring the Software into substantial conformance with its then current user guide.

Response time in accordance with the table below.

Resolution Process for issues of severity levels 1 and 2

  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
SEVERITY DEFINITION RESPONSE GOAL DETAILS
Severity 1 Software substantially fails to perform 4 hours
  • Trouble Ticket opened
  • Assign engineer to determine and correct the error
  • Periodic reports on the status of the correction
  • Initiate work to correct the error
Severity 2 Substantial degradation in performance of the Software 1 business day
  • Trouble Ticket opened
  • Assign engineer to determine and correct the erro
  • Periodic reports on the status of the correction
  • Initiate work to correct the error
Severity 3 Minimal to no impact on the availability or performance of the Software 5 business days
  • Commercially reasonable efforts to include in next major release