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Service Level Agreement (SLA)

We take full ownership for the performance and availability of our solution. In the unlikely event that there is a disruption, you can be rest assured knowing that our support team is on-hand to address issues quickly. Key features of our SLAs include:

  • Dedicated support teams
  • Proactive maintenance and monitoring
  • 24x7 support
  • Guaranteed response and resolution times

Support Window

Availability of the ANVIZENT support team is as follows:

manufacturing ontime delivery dashboards
First Response / Update within 30 minutes of the incident noticed / registered.
Subsequent Updates every 1 hour, until the restoration is done / Workaround given.
1
First Response / Update within 30 minutes of the incident noticed / registered.
Subsequent Updates every 2 hours, until the restoration is done / Workaround given.
2
First Response / Update within 30 Support minutes of the incident noticed / registered.
Subsequent Updates every 4 hours, until the restoration is done / Workaround given.
3
Within 8 Support hours as it relates to UAT bugs and Product Enhancements.4
Within 4 support hours of the incident reported 24x71
Within 8 support hours of the incident reported2
Within 48 support hours of the incident reported3
NA4
Once every week until resolution is identified1
Once in 2 weeks until resolution is identified2
Once in 3 weeks until resolution is identified3
Within 10 business days1
Within 30 business days2
Within 45 business days3
NA4
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