Sunlight Support Overview

Levels of Support

The Support Levels, and associated responsibilities on Sunlight.io or Partner are as set out below

First Line Support / Level 1 Support

Unless Sunlight.io has agreed to provide First Line Support services to Customers then Partner shall as part of First Line Support:

Support Request Capture:

Filtering of Customer Queries:

Collection of Information:

Investigation:

Third Party Product Integration:

Resolution:

Escalation:

Second Line Support / Level 2 Support

Sunlight.io or Partner shall as part of second line support:

Detailed investigation:

Third Party Product Integration:

Resolution:

Escalation:

Third Line Support / Level 3 Support

Unless otherwise agreed in the Front Page or an Order, Third Line Support shall be provided by Sunlight.io and shall consist of:

Expert investigation:

Resolution:

Escalation:

Target Response Times

Where Sunlight.io is providing support to Partner, Sunlight.io shall endeavour to provide an initial response to Partner in accordance with the table below.

Priority / Severity Description Contact Method Targeted Response Time
P1-System Down System is inoperable, not functioning with possible data loss Web portal and Email 4 hour response
P2 – Critical Business Outage or significant impact affecting future productivity. No workaround is available Web portal and Email 6 hour response
P3 – Major Production is impaired, but is not preventing production continuing. Workarounds in process Web portal and Email 8 hour response
P4 – Minor Problem not affecting production, enhancement request, usage or general question Web portal and Email 1 working day

General

Leave us your email address and we’ll send you our monthly newsletter with new Sunlight product news. You can unsubscribe at any time.