WynTec offers the following support levels for A2B Data™ with our Service Level Agreement (SLA): Basic and Gold
Feature Basic Support Gold Support
Days and Hours of Operation Business Hours:
8 AM - 5 PM US Central Time
Monday - FridayBusiness Hours:
8 AM - 5 PM US Central Time
Monday - Friday
Off hours None 5 PM - 8 AM US Central Time
Monday - Friday, weekends, holidays
Product Updates Yes, for the length specified in the Wyntec Support Agreement Yes, for the length specified in the Wyntec Support Agreement
Product Upgrades Yes, for the length specified in the Wyntec Support Agreement Yes, for the length specified in the Wyntec Support Agreement
Notification of scheduled maintenance Yes sent using email to named Customer Support Administrators. Yes sent using email to named Customer Support Administrators.
Notification of Cloud platform issues Yes sent using email to named Customer Support Administrators. Yes sent using email to named Customer Support Administrators.
Method of Access Web (internet) Web (internet) and Phone
Response Method Email only Email and phone
Phone Support None Yes, 24/7
Remote Support Yes Yes
On-site Support Not Available Not Available
Maximum number of named Customer Support Administrators Two (2) Four (4)
Access to Forums and Knowledge Base Yes, unlimited for each named Customer Support Administrator Yes, unlimited for each named Customer Support Administrator
Number of Support Requests per Month 1 Free Incident per month; Additional incidents billable per incident as stated in Support Agreement. Unlimited
Target Response Times
Critical (Severity 1)
Major
Minor
Cosmetic or Enhancement2 hours
4 hours during Business Hours
Within 24 hours if issue opened, during Off-Hours
Within 2 business days
1 week
1 hour
2 hours during Business Hours
5 hours during Off-Hours
5 hours during Business Hours
Within 24 hours if issue opened, during Off-Hours
1 week