Technical Support Terms & Conditions
Highway 9 Technical Support Services are included as a part of the Highway 9 subscription purchased by Customer. For high severity issues, support services are available 24 hours a day, 7 days a week via web and email (https://support.highway9networks.com/ or [email protected]).
- 24×7 telephone and web support: Highway 9 support engineers can answer technical questions and assist with troubleshooting problems in operation of Subscription Products 24 hours a day
- Support channel: Customers can chat with our support team via a dedicated support channel for any technical questions
- Advanced hardware replacement is included for Highway 9 Access Point Hardware, and Mobile Edge appliance as a part of the software subscription. The customer must have an active software subscription with Highway 9 to submit requests for hardware replacements. Hardware replacement will be shipped next business day from the determination of the hardware failure via a support case.
Definition of Severity Levels and Targeted Initial Response
| Severity Levels | Description | Response Time |
|---|---|---|
| Priority 1 | Critical production issue affecting all users, including system, unavailability with no workaround. | 1 hour |
| Priority 2 | Major production system functionality impacted or significant performance degradation. | 4 hours |
| Priority 3 | Degraded Operations: Service is operational but partially degraded and an acceptable workaround exists. | 8 hours |
| Priority 4 | Non-service impacting issues, enhancements, documentation requests | 24 hours |
Priority 1
Critical production issue affecting all users, including system, unavailability with no workaround.
Response time: 1 hour
Priority 2
Major production system functionality impacted or significant performance degradation.
Response time: 4 hours
Priority 3
Degraded operations: Service is operational but partially degraded and an acceptable workaround exists.
Response time: 8 hours
Priority 4
Non-service impacting issues, enhancements, documentation requests
Response time: 24 hours
Support Level Definitions
The following are the various levels of Support offered Highway 9 Mobile Cloud end customers and partners:
- “Level 1” Support means accepting the initial request for assistance from the End User. This is achieved by using the Highway 9 Mobile Cloud Support Portal (https://support.highway9networks.com/). While support is initiated via the Support Portal, other means of communication are used such as email, telephone callback, and web meetings with screen sharing as an option for further information exchange.
- “Level 2” Support means providing email, web and telephone support for Customers in operation of the Subscription Products, including providing; functional clarifications to identify possible defects in the Subscription Products; primary support for answering routine questions regarding usage of the Subscription Products; and interfacing with the Level 3 Support team members to accurately define and document the results of the Customer’s incident.
- “Level 3” Support means (i) providing email, web and telephone support for Customers for complex or unique issues regarding the Subscription Products, including researching the root cause the defect where feasible in a standard “out of the box” Subscription Products environment; (ii) providing the technical expertise necessary to assist Customers with troubleshooting the Customer’s environment as it relates to usage of the Subscription Products; (iii) and interfacing with and/or escalating to Level 4 when required in a timely manner.
- “Level 4” Support means debugging and correcting/fixing any errors or defects in the Subscription Products. Defects may require follow up responses with software patches or recommendations to upgrade software to a new software release.
