Support SLAs
| Standard Support | Enhanced Support | |
|---|---|---|
| Availability | Worldwide | Worldwide |
| Electronic submission | 24/7 via your organisation's dedicated portal | 24/7 via your organisation's dedicated portal |
| Telephone submission | Not available | 24/7 |
| Support hours | Standard business hours | Standard business hours (24/7 for severity 1 and 2) |
| Response target | 1 business day | 2 hours |
| Severity levels | Any severity can be raised | Any severity can be raised |
| Out-of-hours team | Not available — all tickets are handled in business hours | Severity 1 (blocker) and severity 2 (critical) tickets route to the 24/7 out-of-hours team |
| Patching & upgrade services | — | Optional |
| Cost | Included in hourly instance cost | Additional fee (quarterly basis) |
All response targets operate on a "reasonable commercial endeavours" basis.
Every customer organisation has its own private support portal at support.midvision.com, visible only to its named users and the MidVision support team. Standard Support requires registration there.
Custom SLAs are also available upon request. Contact us to discuss your requirements.