Ninth Wave offers three levels of support:
|Service Level||Cover Provided|
|Platinum Global||24 hours x 7 days to global sites|
|Platinum||24 hours x 7 days to UK sites|
|Gold||9:00am - 5:30pm UK time, Monday to Friday excluding Public Holidays|
SmartCore can support many thousands of users whilst providing a good user experience and system performance. Our SmartCore Agreement provides for the system to be available at an uptime level of 95% overall and 99% during UK Working Hours (09:00 to 17:30 on UK working days), monitored at the Hosting Site.
System maintenance is generally carried out outside of UK working hours. The exception to this would be in a disaster recovery situation.
Telephone support is provided by the Ninth Wave Help Desk during UK Working Hours. Ninth Wave will respond to all problems raised within one working hour of receiving the customer's call. For Critical problems Ninth Wave will attempt to fix the problem as possible. For Non-critical problems, Ninth Wave will attempt to fix the problem in the next SmartCore release. Where feasible, Ninth Wave may provide a temporary workaround to the Customer.