On Demand Support

On-Demand Support is available to customers that maintain an ActiveVOS annual software maintenance agreement. On-Demand Support provides similar levels of support than Developer Assistance Support but adds the ability to obtain assistance to address service-affecting production issues 24 hours a day, 7 days a week.

Active Endpoints maintains a telephone hotline 24 hours a day, 7 days a week that provides On-Demand customers with assistance for service-affecting production issues. When a service-affecting production issue is identified requiring assistance from Active Endpoints, one of five designated customer contacts can request assistance from Active Endpoints On-Demand Support Personnel by calling a dedicated telephone hotline.

We are committed to working in partnership with our On-Demand Support customers to assure successful deployment and production use of our products. In order to assure expectations are met, the following represents our service level goals.

Severity Level Description Response Time Resolution Goal
Priority 1 (Critical) Production is down or there is a critical impact to our customer's business operation Within one hour of being reported by telephone 7 working days

Note: Personnel are committed immediately upon receipt of a reproducible scenario, and a fix is provided as soon as practicable.
Priority 2 (Serious) Production is severely degraded or significant aspects of customer's business operation are being negatively impacted Within four hours 30 working days
Priority 3
(Low Impact)
Software problem or functional loss resulting in minor impact to customers operation Within two business days Next release or documented restriction
Priority 4 (Information) No software problem. Customer requires assistance on Active Endpoints technology, product capabilities, installation and configuration As soon as practicable As soon as practicable