Standard
Sev 1: 2 hr response time
Sev 2: 12 hr response time
Sev 3: 24 hr response time
Sev 4: 48 hr response time
Standard
Sev 1: 2 hr response time
Sev 2: 12 hr response time
Sev 3: 24 hr response time
Sev 4: 48 hr response time
Enhanced
Sev 1: 30 min response time. Updates every 2 hours. Round the clock work until resolved.
Sev 2: 1 hr response time. Daily updates. Continuous work during business hours.
Sev 3: 4 hr response time
Sev 4: 24 hr response time
Assigned Technical Implementation Manager
Ongoing design and fleet scaling consultation (including but not limited to training, migration, configuration, and architecture design)
Esper Lab Device Validation Testing
Integration of Custom Test Cases into Release Process
Quarterly Business Reviews
Bi-Directional Change Management
New Hardware Selection & Validation Consulting
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