Service Level Agreement (SLA)
This page describes typical service level agreements related to your support contract. Your support contract may have special terms that were agreed upon at the time of signing. The terms presented in your support contract will always prevail over the following.
If you would like to review or change these terms, contact our support team using the Question request type or your account representative.
The following terms apply to all of our standard support contracts.
The SLA describes what levels of service are acceptable and the expectations the client is entitled to have.
Support request submission
All support requests must be made utilizing the online support form.
Any support request emailed directly to an Onyx Technologies employee will be categorized as Lowest priority and does not fall under the standard SLA.
All support requests opened via the Support Portal will follow the SLA Below. The SLA does not apply to projects that have a defined timeline/schedule per an outlined scope of work.
Tickets should be marked as CRITICAL Priority if a mission-critical issue has caused a complete stoppage of work by the organization. If it is determined the ticket is not CRITICAL there will be a onetime fee assessed not to exceed $250.00 per incident/request.
Understand how to use the Onyx Customer Success Portal in this blog post
Request processing times
SLA Definitions
Priority : Urgency Level of the Issue
Respond : The time Onyx Technologies must respond to the request. The response may come in the form of an automated message, email, phone call text message, etc.
Resolve : The time Onyx Technologies must resolve the support request. This may be adjusted based on the initial investigation performed by Onyx Technologies
Op Hours : Calendar Hours VS Business Hours. All support request hours are based on Business Hours except for URGENT support request
Business Hours : Monday – Friday 8:00 AM – 5:00 PM (EST)
Calendar Hours : 24 Hours, Sunday – Saturday
Customer Success Portal
We have set up a support portal for our customers, in order to simplify our exchanges and allow us to provide the best level of service.