Support SLA
Our support contact email: support@advancedhumanimaging.com
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. |