Support Service - Service Specifications

The iotcomms.io Support Service is designed to deliver responsive and reliable assistance, ensuring the efficient operation of iotcomms.io's cloud-native services. Below are the key service specifications:

1. Business Hours Support

   • Availability: 8:00 a.m. to 5:00 p.m., Monday through Friday (Central European time).

   • Coverage excludes Swedish public holidays.

   • Web-based ticketing system for issue reporting and follow-up.

   • Note: Reaction times are measured only during business hours for this support level.

2. 24/7 Support

   • Availability: Round-the-clock support, including weekends and public holidays.

   • Includes phone escalation for critical and high-priority issues.

Tickets are categorized and addressed based on severity:

• Emergency: Major service impact with significant disruption. Reaction time within 2 hours. Applicable only for the 24/7 support level.

• High: Critical issues affecting core functionality. Reaction time within 4 hours.

• Medium: Partial service impact with limited disruption. Reaction time within 8 business hours.

• Low: Minor issues with negligible impact. Reaction time within 2 business days.

• Acknowledge: Confirmation of ticket receipt with a unique ID and priority classification.

• Temporary Fix: Implementation of a short-term solution to restore functionality.

• Final Solution: Delivery of a permanent resolution to address the root cause.

• Web-Based Ticketing System: Centralized platform for reporting issues, tracking tickets, and collaborating with support experts.

• Shared Ticket Access: Enables multiple team members within an organization to manage and view tickets.

• Service Status Board: Displays real-time service health and a history of upgrades for transparency.

The iotcomms.io Support Service specifications are designed to align with your operational requirements, offering assistance to maintain high end to end service levels and minimize disruptions.