|Level of Support||L1 / Forum||L1 / Forum||L1 / L2||L1 / L2 / L3|
|SAAS / Hosting||No||Yes||Yes||Yes|
|Radix IoT Cloud Site||No||Yes / No||Yes||YesB|
|Upgrades||Extra Cost||Extra CostC||Yes||Yes|
|Upgrade Frequency||N/A||Yearly||Twice Yearly||Twice Yearly|
(24/7 Extra Cost)
|Site Down Response||N/A||Per SLA||Per SLA||Per SLA|
|Adds, Deletes & Changes||Extra Cost||Hours IncludedE||Hours IncludedE||Hours IncludedE|
|Questions & Answers||L1 / Forum||Per SLA||Per SLA||Per SLA|
|Training||Videos / Docs||Videos / Docs||1 Per Year||2 Per Year|
|System Health ChecksF||Extra Cost||Yearly||Twice Yearly||Twice Yearly|
|SuggestionsG||With Health Check||With Health Check||Included||Included|
|Fixes||With Health Check||With Health Check||Included||Included|
A Varies on size / deal
B Not applicable for some clients (self hosted)
C Extra cost if NOT on Radix IoT Cloud
D Monday-Friday, 8am-5pm CST
E Hours based on contract
F Review logs, review application performance metrics
G Application tuning, better way to do X, Y, and Z
|Priority 0||12 Hours||24 Hours|
|Priority 1||24 Hours||As Agreed by Parties|
|Priority 2||Best Effort||Best Effort|
|Priority 3||Extra Cost / Forum||Extra Cost / Forum|
|Priority 0||8 Hours||16 Hours|
|Priority 1||16 Hours||20 Hours|
|Priority 2||24 Hours||32 Hours|
|Priority 3||Best Effort||Best Effort|
|Priority 0||1 Business Hour or 24 Hours, whichever is shorter||4 Business Hours or 72 Hours, whichever is shorter|
|Priority 1||4 Hours||8 Hours|
|Priority 2||12 Hours||24 Hours|
|Priority 3||2 Business Days||As Agreed by Parties|
Priority 0: Major impact (software down). An error that cannot be reasonably circumvented and which is an emergency condition that significantly restricts company or an end user’s ability to use the software to perform necessary business functions.
Priority 1: Moderate impact (software crashing/hanging). An error that restricts company or an end user’s ability to use one or more portions or features of the software to perform necessary business functions, but does not completely restrict use of the software.
Priority 2: Minor impact (performance/operational impact). An error that restricts the company or an end user’s ability to use one or more portions or features of the software to perform a necessary business function, but which can be reasonably circumvented.
Priority 3: No error. A request for general support, installation questions or new feature requests.
All time in business hours unless otherwise noted.
Business Hours: Monday - Friday, 8am - 5pm CST
Resolution timer starts at time of Acknowledgement