Enterprise Tier Support

SandboxAQ will use commercially reasonable efforts to meet or exceed an uptime of 99.9% for Hosted Services.

Support Hours

Support Type	Hours
Application Support	8:00 a.m. – 8:00 p.m. Eastern Time, Monday through Friday, excluding SandboxAQ holidays
Technical Support	8:00 a.m. – 8:00 p.m. Eastern Time, Monday through Friday, excluding SandboxAQ holidays

Severity & First-Response Targets

Class	Severity	Description	First-Response Target
A	Emergency	Software or Hosted Services completely inaccessible	4 hours
B	Urgent	Material degradation in performance	1 business day
C	Non-urgent	Non-critical degradation	12 business days

Response time is measured from the customer’s first report of an identified performance issue to the provision of a plan for resolution by a SandboxAQ technical contact.

Updates

Bug fixes and point releases are included at no additional charge when generally made available to other customers.

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Support Hours

Severity & First-Response Targets

Updates

​Support Hours

​Severity & First-Response Targets

​Updates

Support Hours

Severity & First-Response Targets

Updates