SUPPORT

Support SLA

2min

﻿Our support contact email: [email protected]﻿
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
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Support Levels
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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
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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

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

Updated 25 Mar 2024

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