Sirius Support Terms of Service:
| Standard | Extended | 24/7/365 | ||
|---|---|---|---|---|
| Hours of Coverage | Business 9:00-5:00 | Daytime 7:00-7:00 | 24/7/365 | |
| Support Channel | Phone/Email/Web | Phone/Email/Web | Phone/Email/Web | |
| Number of Cases | Unlimited | Unlimited | Unlimited | |
| Response Times | Initial | Initial | Initial response | Ongoing response |
| Severity One | 1 Hour | 1 Hour | 15 minutes | 1 Hour or as agreed |
| Severity Two | 2 Hours | 2 Hours | 1 Hour | 2 Hours or as agreed |
| Severity Three | 4 Hours | 4 Hours | 4 Hours | 4 Hours or as agreed |
| Severity Four | 1 Day | 1 Day | 1 Day | 1 Day or as agreed |
If you have tighter requirements and our standard SLAs are not fine enough, talk to us! We can often negotiate custom SLAs
