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Scantrust Service Level Agreement

 

Scantrust offers 4 support plan: Basic, Standard, Premium and Enterprise, as per described below. The SLA offered to our customers shall be specified in the final SLA. 

  Basic Standard Premium Enterprise
Customer Support
Support hours

9 hours Mon - Fri

L1: 24x5
L2, L3 & L4: 9 hours Mon - Fri
L1: 24x7
L2: 24x5
L3 & L4: 9 hours Mon - Fri
L1 & L2: 24x7
L3 & L4: 9 hours Mon - Fri

Initial Response Time (IRT)


L1: Service Down

L2: Major Functional Impairment

L3: Moderate impact

L4: Limited impact

L1/ L2/ L3/ L4: best effort (business hours) L1: 1 hour
L2: 4 hours
L3: 1 business day
L4: 2 business days
L1: 1 hour
L2: 2 hour
L3: 4 hour
L4: 1 business day
L1: 30 min
L2: 1 hour
L3: 2 hour
L4: 4 hour

Support team 

Global support team

Global support team

Senior support team

Dedicated senior support team

Support contact

Email via support@scantrust.com


Support contact form on Scantrust portal

Email via support@scantrust.com


Support contact form on Scantrust portal

Email via support@scantrust.com


Support contact form on Scantrust portal

Email via support@scantrust.com


Support contact form on Scantrust portal


Dedicated support contact for L1 & L2

Support method

Email communication

Email communication

Email communication

Email communication

Screensharing

Conference call

Help Center access

Unlimited

Unlimited

Unlimited

Unlimited

Issue troubleshooting & resolution

Unlimited

Unlimited

Unlimited

Unlimited with dedicated senior support

Operational task support

Self service

Self service

10 hours/ month (with 1 month carry-over)

20 hours/ month (with 1 month carry-over)

Software regular upgrade & maintenance

Yes

Yes

Yes

Yes

Scan monitoring

Self service

Self service

Yes. Dedicated reporting

Yes. Dedicated reporting with online/ offline in-person review session

Product training

Self service

One-time per year during Onboarding

Twice per year

Unlimited

Post critical incident meeting (upon request)

NA

NA

NA

Yes

Support outside of regional business hours (upon request) 

NA

NA

Once per year

Unlimited

Software health check

Standard uptime monitoring

Standard uptime monitoring

Standard uptime monitoring

Special health check (upon request)

Customer Success

Business review

NA

NA

Annual

Biannual

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