ZenGRM Service Level Agreements (SLA's)

Seatrobot support level tiers are based on your Subscription Level.

For general support, our normal business hours are 10am-6pm PDT, Monday through Friday. During this time, we aim to get back to you within two hours. Support times may be longer during evenings and weekends.

When a support ticket is received, information is gathered to determine the nature and severity of the issue. Most support tickets are resolved quickly by supplying the user with information from the knowledge base or walking the user through a solution. Tickets that cannot be closed in this way are then categorized into one of three Priority Levels, (0, 1 & 2), based on the broad definitions below:

Support Priority Classifications

The following support instances are classified as Priority 0:
(a) Production system(s) or server(s) down or network components under Seatrobot’s control are preventing access to (or use of) the Platform.
(b) Any issue that results in two percent (2%) of end-users being unable to process or download information.
(c) Suspected risk of unauthorized access or site activity of any sort directed at interrupting Platform functionality or security.
(d) Any issue causing a user to be unable to proceed with a documented, normally available procedure for longer than 24 hours without a fix to the problem or a work-around solution.

The following support instances are classified as Priority 1:
(a) An issue that causes an operational slowdown and there is not an acceptable workaround.
(b) Longer system outages that impact the ability of end-users to conduct necessary data download and/or transactions.
(c) Other issues with little suspected risk of unauthorized access or site activity of any sort directed at interrupting site functionality or security.

The following support instances are classified as Priority 2:
(a) Issues relating to cosmetic or minor flaws that have little or no impact on normal business operations.
(b) Suggestions for enhancements, or requests for new service or modifications to the existing application or Hosted Products.

Once a support issue has been classified as above, Service Level Agreements (SLA’s) are applied to the solution by Subscription Level. The table below outlines the SLA’s currently in force: