Support SLA

our support contact email support\@ahi tech service levels incident severity definition response time resolution time normal an incident which either a) affects a non essential part of the licensed sdks and/or platform, or b) is not materially negatively impacting on the licensee’s business operations the licensor must acknowledge receipt of the support request within 4 business hours of the support request the licensor must resolve the incident within 2 business days of the licensor confirming receipt of the support request major an incident which either a) affects an essential part of the licensed sdks and/or platform, or b) is materially negatively impacting on the licensee’s business operations the licensor must acknowledge receipt of the support request within 1 business hours of the support request the licensor must resolve the incident within 1 business day of the licensor confirming receipt of the support request support levels level provided by description level 1 licensee your support staff provides end user, first line support in accordance with support documentation level 2 ahi our support staff to provide support to your designated support staff if a support request is unable to be resolved level 3 ahi / ahi technology licensor our technical support staff to provide support to level 2 support staff