Salient Technical Support
Our support services provide clients with a new level of reliability and peace of mind. Salient's Premium Service Level Agreement offers around the clock availability and quick response to any issues that may arise with your Salient information infrastructure. We proudly offer the following Service Level Agreements:
Service Level Agreement (SLA) Offerings
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Standard
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Premium
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-Service Availability (telephone and email support)
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Monday - Friday 7:30 - 18:00 Excluding holidays
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24 / 7
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-Access to Salient Technical Support Webpage
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Yes
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Yes
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-Download Access to Product Software Upgrades
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Yes
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Yes
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-License Updates
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Yes
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Yes
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-Acknowledge Client Contact
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Within 30 Minutes
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Within 30 Minutes
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-Support Technician Response
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Within 1 Hour
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Within 30 Minutes
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-Solution Delivery Target
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8 Working Hours or Less
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4 Hours or Less
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-Escalation Action
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8 Working Hours or Less
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After 4 Hours or Less
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-Salient Backup of UXT Server and Interface Directories
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No
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Yes (weekly)
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