3min

Support SLA

﻿Our support contact email: support@advancedhumanimaging.com﻿
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


End-user, first-line support provided by Licensee in accordance with Support Documentation.
Level 2
Advanced Human Imaging
Advanced Human Imaging operational support that provides support to Level 1 Support if Level 1 Support is unable to resolve a Support Request in accordance with Support Documentation.
Level 3
Advanced Human Imaging / Advanced Human Imaging Technology Licensor
Advanced Human Imaging or Advanced Human Imaging Technology Licensor technical support that provides support to Level 2 Support in the event Level 2 Support is unable to resolve the Support Request.

Updated 06 Apr 2021

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TABLE OF CONTENTS

Service Levels

Support 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

Level	Provided By	Description
Level 1	Licensee	End-user, first-line support provided by Licensee in accordance with Support Documentation.
Level 2	Advanced Human Imaging	Advanced Human Imaging operational support that provides support to Level 1 Support if Level 1 Support is unable to resolve a Support Request in accordance with Support Documentation.
Level 3	Advanced Human Imaging / Advanced Human Imaging Technology Licensor	Advanced Human Imaging or Advanced Human Imaging Technology Licensor technical support that provides support to Level 2 Support in the event Level 2 Support is unable to resolve the Support Request.