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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



Support Levels



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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Support Levels