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24x7 Support - Contact Information:Project Hosts Person-2-Person Support

(877) 659-6055 ext:3999

(814) 325-9131 ext:3999 (if outside the US)

Email: support@projecthosts.com

Person-2-Person Support:

In this age of automated self-help systems, community bulletin boards and FAQs, Project Hosts is proud to offer a unique Person-2-Person Support service. Our Person-2-Person support puts you in direct contact with our support staff, which will review and respond to your request via email or phone.

What we cover:

We cover the security, availability and performance of the applications we host. We also support general application functionality as intended by the developer of the application, including the Microsoft application platform and third-party add-ons.

Examples:

 

What we don't directly cover:

We don't cover configuration, training, customizations, user administration or questions about how to use the application. We refer these requests back to the client, or to the solution partner (consulting/training/application) who's providing these services to the client.

Examples:

 

Our Service Level Agreement (SLA):

There are many aspects to our Service Level Agreements (SLA's) and they are defined within the customer or partner contract(s) associated with your deployment. Our standard SLA includes a 99.9% server and service uptime guarantee. We actively monitor all systems and many services to conform to our SLA.

 

Our Target Resolution Times:

We have experienced engineers working around the clock to respond to your support requests quickly. The time required to resolve a support issue varies depending on the severity and nature of the issue. We categorize support issues into three severity levels, and each level has its own target response time.

 

Priority levels:

Severity Level 1 - System Down

Severity Level 1 issues are critical situations whereby the application and all functionality is completely inaccessible to the user base.

Target Resolution time: Within 1-2 hours.


Examples:

 

 

Severity Level 2 - Problem

Severity Level 2 support issues are related to non-working, partially working or improperly working functional aspects of the application.

Target Resolution time: Within 4 hours, or possibly more depending on the nature of the issue.


Examples:

 

 

Severity Level 3 - Update or Install

Severity Level 3 support issues are requests to update or add software or code-based customizations to the application. Severity 3 support requests normally require a scheduled maintenance window.

Target Resolution Time: Within 5 business days.


Examples:

 

 


"…many organizations have needs for deep customization, white-glove services, or support for complex models like hybrid hosting. For these customers, Project Hosts' PPM Custom Cloud offers a great option."

Ludovic Hauduc, General Manager of the Microsoft Project Business Unit
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