Support Contracts
GridSouth Networks defines support expections for all services. Support levels vary depending upon the serivce chosen. Customers who require added support, an enhanced level of support above that offered for a particular service or support for specialized infrastructure or services will be provided with a support contract. Each support contract is tailored to the needs of the organization and clearly defines the following:
- Incident severity levels
- Target response times
- Services covered by the contract
- Scope of the contracted services
- Term of the contract
- Monthly cost
- Primary Account Administrator
- Technical Support Administrator
Customers without an active support contract may purchase support on a per indicent basis.
| 
