Standard Support Model
• All HCL Intelligent Operations products come bundled with the standard support model
• The standard support model provides 8 x 5 (M-F) support in customer’s business hours, excluding local holidays (time zone is agreed at the time of service commencement).
• For P1 (critical issues) , 24 x 7 support is available.
• For the service “Report an issue”, following is the support matrix along with Initial Response SLA. Support teams prioritize the issues as per their Urgency & Issue Type and provide a resolution or workaround as soon as it is available.
The initial response SLAs for urgency wise requests are:
- High - 1 Business Hour
- Medium - 4 Business Hours
- Low - 8 Business Hours