Conexlink is committed to rapid response of all support requests. All severities can be logged with Conexlink on a 24 hours per day, 7 days per week, 365 days per year basis. All support requests can be tracked online by the authorized technical contact who opened the support request.
Conexlink does not guarantee resolution times, and a resolution may consist of a fix, workaround, service availability or other solution Conexlink deems reasonable. Conexlink will provide continuous efforts (24x7x365) to resolve severity 1 service availability issues until a workaround or resolution can be provided or until the incident can be downgraded to a lower severity.
Support Target Response Times:
||Initial Response Times
||< 4 Hours
|| < 12 hours
||< 48 hours
||Critical production issue that severely impacts your use of the service. The situation halts your business operations and no procedural workaround exists.
- Production environment is down or unavailable.
- Desktops/Virtual Machines are unreachable and/or connectivity cannot be restored by customer.
Severity 1 issues require the customer to have dedicated resources available to work on the issue on an ongoing basis with Conexlink.
||Functionality is impacted or performance degradation is experienced. The situation is causing an impact to portions of your business operations and no reasonable workaround exists.
- Service is operational but degraded performance to the point of important impact on usage.
- Issues with non-production / POC environments.
- Subscription / billing issues.
- Sales related questions.
- General questions.
- How-to questions.