Technical Support Service Levels
Last Updated: December 23, 2020
At SIFF, our response times and the actions we take to resolve issues are based on an assessment of the impact that the reported issue has on your business. This framework enables us to address the most critical issues first. Our targeted response time and service levels are outlined below.
Getting Started
| Method to Open Support Incident | Resource |
|---|---|
| Email for support and operational issues, please contact the SIFF support team. A detailed description of the problem should be included. | support@siff.io |
| Email for security related issues, please directly contact the SIFF security team. | security@siff.io |
| Phone | 949-409-1266 (US) +61-430-314-857 (APAC) |
| In Product | Menu -> Contact Support |
Hours of Operation
- Monday - Friday 9am-5pm
US Central Standard Time - Excluding the following statutory US Holidays:
- New Year's Day
- Memorial Day
- Independence Day
- Labor Day
- Thanksgiving
- Friday following Thanksgiving
- Christmas Day
After Hours Support
24/7 support is available for Enterprise and Standard Edition customers.
Geographic Availablity
- US: supported
- EMEA: supported via US
- APAC: supported
Service Levels
| Case Priority | Response Time Targets |
|---|---|
| Priority 1 (P1) | 1 hour (24/7 support customers only) |
| Priority 2 (P2) | 4 business hours |
| Priority 3 (P3) | 24 business hours |
Case Priority
| P1 = Production system is down. Critical financial exposure. A vital business process is severely affected and there is no work-around. A fix or workaround is required immediately. | P2 = A vital business process is impeded; business performance is sub-standard but may be acceptable in the short term. | P3 = Medium to low business impact. Work around in place. Fix is scheduled. Request for enhancement or functionality improvements and/or additions. |