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Priority 1 - System Down (Urgent)
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Telephone and Online Support: Transfer to next available
engineer of all support requests - 24/7.
On-site Support: Two-hour response - 24/7.
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Priority 2 - System Impaired
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Telephone and Online Support: Transfer to next available
engineer of all support requests - 24/7.
On-site Support: Four-hour response - 24/7.
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Priority 3 - System Operation Normal
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Telephone and Online Support: Transfer to next available
engineer of all support requests - 24/7.
On-site Support: One business day or a later, mutually
convenient time.
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Priority 1 - System Down (Urgent)
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Telephone and Online Support: Transfer to next available
engineer of all support requests - 24/7.
On-site Support: Four-hour on-site support within
Extended
Business Hours.
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Priority 2 - System Impaired
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Telephone and Online Support: Call back within two hours
of receiving the service request - 24/7.
On-site Support: One business day response within
Extended
Business Hours.
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Priority 3 - System Operation Normal
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Telephone and Online Support: Call back within four
hours
of receiving the service request - 24/7.
On-site Support: Mutually convenient time within
Extended
Business Hours.
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Priority 1 - System Down (Urgent)
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Telephone and Online Support: Transfer to next available
engineer of all support requests during Extended Business Hours.
On-site Support: Four hour on-site response within Local
Business Hours.
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Priority 2 - System Impaired
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Telephone and Online Support: Call back within two hours
of receiving the service request during Extended Business
Hours.
On-site Support: One business day response within Local
Business Hours.
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Priority 3 - System Operation Normal
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Telephone and Online Support: Call back within four
hours
of receiving the service request during Extended Business
Hours.
On-site Support: Mutually convenient time within Local
Business Hours.
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All Service Requests
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Telephone and Online Support: Call back within four
hours
of receiving the service request during Local Business Hours.
On-site Support: Not available with SunSpectrum Bronze
support.
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The response times stated above for Priority 1 through Priority 3 requests
apply to Covered Systems located within a thirty mile (fifty kilometer) radius
of a Sun local service office. Sun will use reasonable efforts to arrive on-site
within the specified response times upon its determination that on-site service
is required.
Please contact your
Sun Sales Representative for more details regarding availability.
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