WynTec offers the following support levels for A2B Data™ with our Service Level Agreement (SLA): Basic and Gold 

 

FeatureBasic SupportGold Support
Days and Hours of OperationBusiness Hours:
8 AM - 5 PM US Central Time
Monday - Friday
Business Hours:
8 AM - 5 PM US Central Time
Monday - Friday
Off hoursNone5 PM - 8 AM US Central Time
Monday - Friday, weekends, holidays
Product UpdatesYes, for the length specified in the Wyntec Support AgreementYes, for the length specified in the Wyntec Support Agreement
Product UpgradesYes, for the length specified in the Wyntec Support AgreementYes, for the length specified in the Wyntec Support Agreement
Notification of scheduled maintenanceYes sent using email to named Customer Support Administrators.Yes sent using email to named Customer Support Administrators.
Notification of Cloud platform issuesYes sent using email to named Customer Support Administrators.Yes sent using email to named Customer Support Administrators.
Method of AccessWeb (internet)Web (internet) and Phone
Response MethodEmail onlyEmail and phone
Phone SupportNoneYes, 24/7
Remote SupportYesYes
On-site SupportNot AvailableNot Available
Maximum number of named Customer Support AdministratorsTwo (2) Four (4)
Access to Forums and Knowledge Base Yes, unlimited for each named Customer Support AdministratorYes, unlimited for each named Customer Support Administrator
Number of Support Requests per Month1 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 Enhancement
2 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