Automated monitoring is provided on an ongoing (i.e., 24x7x365) basis; repair and remediation services and technical support (if applicable) will be provided only during business hours, which are currently Monday through Friday 8:30 AM – 5:30 PM (Pacific Time). We will respond to problems, errors, or interruptions in the provision of the Services in accordance with the priority table, below. Severity levels will be determined by TruAdvantage in our reasonable discretion. All remediation services will initially be attempted remotely; TruAdvantage will provide onsite service only if remote remediation is ineffective and, under all circumstances, only if covered under the Service plan provided to you under this SOW.
A Ticket Priority is set by determining Severity (# of users affected) and Impact (business workflow).
* All service level priorities are determined based on the time that we are notified of the applicable issue/problem by you through our designated support portal, support email address, help desk, or telephone. Notifications received in any manner other than described herein may result in a delay in the provision of remediation efforts. Help desk support provided outside of our normal support hours will be billed to you at 1.5x the hourly rate (2-hour minimum applies).
Unless otherwise expressly covered under the service plan selected by you, our labor costs will be billed at our normal hourly rates during our normal business hours. If we are required or requested to perform emergency services, defined as immediate action requested that are more urgent than the service level timelines allow, our rates will be billed at two times (2x) our normal hourly rates and a 2-hour minimum applies.
