Amperity Customer Support¶
Amperity Customer Support is dedicated to providing responsive, high-quality assistance to your inquiries. Our support processes and tools are designed to meet the requirements of enterprise-level computing environments.
Contact Support¶
You may reach out directly to Customer Support using any of the following options:
Contact Mode |
Details |
Support Availability |
---|---|---|
From Amperity |
To report a problem directly from Amperity:
|
6am to 6pm Pacific Time Monday to Friday (excluding holidays). On-call support provided for highly-impacting, business-critical issues, as described below. |
Support Email |
To create an "Emergency" severity ticket, include the key word To create an "High" severity ticket, include the key word |
Severity levels¶
Severity Level |
Description |
---|---|
1 (Emergency) |
Emergency
|
2 (High) |
Significant business impact
|
3 (Normal) |
Normal
|
4 (Low) |
Minor problem or enhancement request
|
Targeted response times¶
For your contractual response time SLAs, please reference your signed Master Service Agreement.
Severity Level |
Initial Response Time |
Status Updates |
Resolution |
---|---|---|---|
1 (Emergency) |
Within 1 hour |
Status updates every hour until solution is received. |
We will use best efforts (and Customer will make a representative available, as necessary) to work 24 hours per day, 7 days per week, to resolve all Severity 1 technical support issues until a temporary repair or workaround is in place. A permanent repair will be performed during business hours. |
2 (High) |
Within 4 business hours |
Status updates every business day until solution is received. |
We will work during business hours to resolve Severity Level 2-4 incidents in order of their priority. |
3 (Normal) |
1 business day |
As necessary during business hours until solution is received. |
Same as severity level 2. |
4 (Low) |
2 business days |
As necessary during business hours until solution is received. |
Same as severity level 2. |