Customer Support
- 14 Nov 2024
- 2 Minutes to read
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Customer Support
- Updated on 14 Nov 2024
- 2 Minutes to read
- Contributors
- Print
- DarkLight
- PDF
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In connection with the Service, EchoStream will provide Customer access to and use of a web-based software platform, developed, provided and hosted by EchoStream, and defined as the EchoStream Platform that enables you to design, build and execute integration processes. The Services and definitions thereof provided by the EchoStream Platform are per the EchosStream Platform Agreement that can be found at https://echo.stream/legal as well as within the system documentation that can be found at https://docs.echo.stream/.
Definitions
All terms used herein requiring definitions are in line with those defined with the EchoStream Platform Agreement which can be found at https://echo.stream/legal.
Support Services
QuiNovas offers full system support to the EchoStream Platform during Standard Business Hours - 07:00 to 17:00 CT, Monday through Friday. Support Plans are on a per Tenant basis.
For Severity 1 issues, EchoStream has a 24 X 7 coverage.
Basic Support Plan
Every Tenant comes standard with the Basic Support Plan.
| Severity | Level | Definition | Response Time |
|---|---|---|---|
| Urgent | 1 | Security breach, production down, or complete system failure. Significant parts of the system are not secure or are inaccessible or inoperable. There is no viable workaround. | 1 business day |
| High | 2 | Primary business requirements could not be met. There are no easily apparent viable workarounds. Performance, functionality, or usability is seriously degraded. | 2 business days |
| Medium | 3 | Business requirements can be met with the system. Workaround is apparent. Performance, functionality, or usability is not seriously degraded. | 5 business days |
| Low | 4 | May be addressed in a future release at EchoStream’s discretion. Minor typos, wish list suggestions, but not a required change. Would not affect release accuracy or usability in any significant way. | 10 business days |
Premium Support Plan
Optional upgraded supoprt plan for Tenants that require more immediate assistance.
| Severity | Level | Definition | Response Time |
|---|---|---|---|
| Urgent | 1 | Security breach, production down, or complete system failure. Significant parts of the system are not secure or are inaccessible or inoperable. There is no viable workaround. | 4 hours |
| High | 2 | Primary business requirements could not be met. There are no easily apparent viable workarounds. Performance, functionality, or usability is seriously degraded. | 1 business day |
| Medium | 3 | Business requirements can be met with the system. Workaround is apparent. Performance, functionality, or usability is not seriously degraded. | 3 business days |
| Low | 4 | May be addressed in a future release at EchoStream’s discretion. Minor typos, wish list suggestions, but not a required change. Would not affect release accuracy or usability in any significant way. | 5 business days |
Optional Consulting Services
Customer may elect to purchase Consulting Services offering expertise in EchoStream Platform and general enterprise integration best practices, which, if purchased, will be reflected in a separate Statement of Work.
Service Levels
EchoStream makes the Service available to you pursuant to the EchoStream Service Level Agreement (“SLA”), which can be found on the EchoStream website at https://echo.stream/legal. The SLA may be amended from time to time, and any such amended version of the SLA will be the operative SLA.