Tier3 Support | Help Desk Response Times

Priority1 Trouble Response Time2 Start of Remediation3 Resolution Time4
1 System Down/Service Unavailable (all users and functions unavailable) Within 1 Hour Within 1 Hour ASAP
Best Effort
2 Significant degradation of Service (large number of users or business critical functions affected) Within 1 Hour Within 2 Hours ASAP
Best Effort
3 Limited Degradation of service (limited number of users or functions affected, business process can continue) Within 1 Hour Within 4 Hours ASAP
Best Effort
4 Small service degradation or end user support (business process can continue, one user affected) Within 1 Hour Within 1 Business Day ASAP
Best Effort

Notes

1 While Tier3 support is designed for End User support and preventive maintenance, trouble tickets can be created to submit and track issues with Epicor support for issues covered by your Epicor Maintenance Agreement
2 Response time is for the acknowledgement and creation of Trouble Ticket during Business Hours
3 Start of Remediation timeline is based on the time stamp of the trouble ticket during Business Hours
4 Resolution times may vary depending on the complexity of the issue and reliance on customer, hardware/software, or third-party vendor availability.



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