Support
In this section, we discuss the comprehensive support options available at ExyData, designed to ensure your satisfaction and success.
Support Channels
ExyData offers the following tiers of support:
Standard Support
Scope
Standard Support encompasses assistance with infrastructure, connectivity, and software deployed by customers, providing a robust foundation for everyday operational needs.
Support Hours
Standard support is available Monday to Friday, from 8:00 AM to 5:00 PM Central Time, excluding holidays. Inquiries received outside these hours are promptly addressed the next business day.
Response Time
- Initial Response: Within 4 hours during business hours.
- High Priority Issues: Within 2 hours.
- Ongoing Communication: Updates provided every business day until resolution.
Support Channels
Submit requests via Email at support@exydata.com.
Support Priority
Priority levels are assigned to streamline resolution:
- High Priority: Critical issues affecting business operations.
- Medium Priority: Significant, but not critical issues.
- Low Priority: Minor issues with limited impact.
Support Exclusions
Exclusions include problems arising from third-party software/hardware, customer modifications, or unauthorized access.
Disclaimer
This policy is subject to change; no warranties or representations are made about its accuracy or completeness.
Enterprise Support
Scope
Enterprise Support covers infrastructure, connectivity, and software for enterprise-level customers, offering round-the-clock assistance.
Support Hours
Available 24/7, including holidays, to ensure uninterrupted business operations.
Response Time
- Initial Response: Within 30 minutes, regardless of the time or day.
- High Priority Issues: Continuous efforts until resolution.
- Ongoing Communication: Frequent updates until issue resolution.
Support Channels
Enterprise requests should be sent to support@exydata.com.
Support Priority
Issues are prioritized to maximize efficiency and minimize impact on operations.
Support Escalation
For unresolved issues or dissatisfaction, escalate through these levels:
- Level 1: Support team lead.
- Level 2: Department manager.
- Level 3: Executive management.
Support Exclusions
As with Standard Support, certain exclusions apply.
Disclaimer
Subject to change; ExyData makes no warranties about this policy's accuracy or completeness.