---
title: Support SLA
slug: support-sla
docTags: 
createdAt: 2021-03-04T10:41:13.000Z
---

Our support contact email: [support@ahi.tech](mailto\:support@advancedhumanimaging.com)

## Service Levels

| Incident Severity | Definition                                                                                                                                                                                         | Response Time                                                                                               | Resolution Time                                                                                                         |
| ----------------- | -------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------- | ----------------------------------------------------------------------------------------------------------- | ----------------------------------------------------------------------------------------------------------------------- |
| Normal            | An incident which either:<br />a) affects a non-essential part of the Licensed SDKs and/or Platform, or<br /><br />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:<br />a) affects an essential part of the Licensed SDKs and/or Platform, or<br /><br />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<br /><br />          | 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                                             |