Support Services

Support Services – Statehub

Replix wants User to be successful using the Statehub Services. Our Support services are designed to give User the right mix of tools and access to expertise so that User can be successful with the Services.

Support Services will be provided in accordance with the priority levels and estimated response times set forth below for the different support plans. “Estimated Response Time” means that Replix will, within the timeframes listed below, report back to the User with an assessment or evaluation of the event and/or problem. After responding to User, Replix will, taking into consideration the relevant “Priority Level”, aim to provide a solution as quickly as reasonably possible. The Priority Level will be determined by Replix at its sole discretion.

Support Plans:

  • Basic Support is included free of charge for all Replix customers and is recommended if User is experimenting or Testing the Services.
  • Enterprise Support is available at a monthly price of 12% of monthly Services usage (minimum price of $300 per month) and is recommended if User has production and/or business critical workloads on the Services. Enterprise Support includes a higher SLA for response to events and problems, as well as Proactive Monitoring & Notification, whereby Replix will continuously monitor the availability of the Statehub services proactively, and immediately alert both the customer and the Replix support team for any failure or issue. For Critical and High level issues, Replix Escalation Manager is also alerted to supervise the resolution process.

 

Priority Level Definition Estimated Response Time BASIC Support: Estimated Response Time ENTERPRISE Support
Critical An event and/or problem that has a significant business impact, or an immediate severe impact to a core business process or an operation that is mission critical to the business. The event and/or problem may render the Services non-functional.zq 12 business hours of Replix confirming the Claim Notice. 1/2 business hour of Replix confirming the Claim Notice.
High An event and/or problem that has a major business impact or to a critical operation. The event and/or problem may severely limit the operations of the Services. 12 business hours of Replix confirming the Claim Notice. 1 business hour of Replix confirming the Claim Notice.
Medium An event and/or problem that disrupts the operations of the Services. A workaround is available and use of the Services can continue. 24 business hours of Replix confirming the Claim Notice. 8 business hours of Replix confirming the Claim Notice.
Low An event and/or problem that has limited business impact, is not critical in nature, or does not have any significant impact. 48 business hours of Replix confirming the Claim Notice. 24 business hours of Replix confirming the Claim Notice.

 

Response Times and determination of Priority Level are as of Replix’s receipt of the User’s support request at Replix’s Support center, by opening a support ticket or by email to support@statehub.io.

Each report of an event and/or problem must be accompanied by information sufficient to enable Replix to verify and resolve the issue.

 

Last Updated: July 12, 2021.