Call Us: (+91)-22-41024545 - Mail: sales@logix.in

Support Policy

Click here to raise a Support Ticket
(Existing Customers Only)

Severity Definitions and Response Targets

Priority Level Definition Response Target
Critical Loss of service that cannot be circumvented 95% of the calls to be acknowledged in 15 minutes and responded within 2 hours
Major Partial Loss of Service or service impairment 85% of the calls to be acknowledged in 15 minutes and responded within 4 hours
Minor Potential service affection to only a particular user or a set of users 75% of the calls to be acknowledged in 15 minutes and responded within 8 hours
Request Non Service Affecting or Informative 65% of the calls to be acknowledged in 15 minutes and responded within 24 hours
Question Questions regarding the Service or features 55% of the calls to be acknowledged in 15 minutes and responded within 24 hours

Support Response Targets

Support Type Days Hours Holiday
Standard 5 8 0
Gold 7 8 0
Platinum 7 24 1
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