ImageNow Service Level Agreement

The Service Level Agreement (SLA) for end user support of ImageNow is as follows:
 
  • General Support and Troubleshooting - Normal Business Hours
    • Initial Agent Response:  Within 2 Hours
    • Target Resolution Time (Without Escalation to Vendor):  Within 8 Hours
    • Target Resolution Time (With Escalation to Vendor):  Within 48 Hours
  • General Support and Troubleshooting - Outside of Normal Business Hours
    • Initial Agent Response:  Within 4 Hours, Next Business Day
    • Target Resolution Time (See Above)
  • Account Creation / Modification
    • Maximum Turn Around After All Approvals:  48 Hours (Within Normal Business Hours)
 
*** Please note that the times reflected herein are based on the ImageNow support team's initial receipt of the support notification.  This time does not include processing by other departments such as the IT Helpdesk or Campus IT staff.

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