LogicGate Customer Support Policy

1. SEVERITY LEVEL SERVICE LEVELS.

The following definitions for three severity levels will denote each support request to LogicGate. LogicGate will assign the most appropriate severity level, in LogicGate’s discretion, to the issue that Customer is experiencing.  Response time and included contacts will vary depending on the severity level associated with the support request.

 

2. SERVICE PROCEDURES.

Customer support will be provided to all Authorized Users (as further described, and subject to the numerical and other limitations set forth, in the Order(s) then in effect) of the Services. Only Severity 1 issues will receive after hours support. The following procedures are for logging, tracking, and resolving issues related to the Services.

 

 

    1. Trouble Ticket opened
    2. Assign engineer to determine and correct the error
    3.  Initiate work to correct the error
    4. Periodic reports on the status of the correction

3. MAINTENANCE AND SCHEDULED OUTAGES

 

 

Version 2.03

Last Updated: June 24, 2020