Technical Support Data Sheet
Absolute Security Technical Support Specifications
| RESOURCE | AVAILABILITY | ACCESS | DESCRIPTION |
|---|---|---|---|
| Self Help | On demand. | community.absolute.com | Product documentation and Knowledge Base articles. |
| Learning Hub | On demand. | cc.absolute.com | Enablement resources built to help customers gain the most value from the product. |
| Assisted Support – Business Hours | 24/5 through standard channels (e.g. web, email, chat, phone). See below for details holiday closures. | www.absolute.com/customers/support/contact/ | Customers have access to assisted support for technical issues with response time SLAs as defined below. |
| Assisted Support – Off-Hours | 24/7 through main channels (e.g. phone, web, email) for Sev-1/Critical severity issues. | www.absolute.com/customers/support/contact/ | Customers on premium support packages have access to after-hours assistance for Sev-1/Critical issues. |
| Account Team | Standard business hours. | Reach out directly to your assigned Account Executive or: www.absolute.com/company/contact/ | Assistance with commercial requests such as licensing and additional services. |
| Premium Support | As above for assisted support with inclusion of 24/7. | Reach out directly to your assigned Account Executive or: www.absolute.com/company/contact/ | Enhanced level of support that provides after-hours coverage for Sev-1/Critical issues. |
| Elite Support | As above for assisted support with inclusion of 24/7 plus a named support contact available during standard business hours. | Reach out directly to your assigned Account Executive or: www.absolute.com/company/contact/ | Enhanced level of support that provides a named senior support contact and provides after-hours coverage for Sev-1/Critical issues. |
| Maintenance Schedule | On demand. | www.absolute.com/customers/support/maintenance/ | Absolute console and services planned maintenance schedule. |
Assisted Support Hours and Closures
Support hours of operation are maintained at www.absolute.com/customers/support/contact/, however note that standard support is closed Dec. 25, Jan. 1, and on certain other regional statutory holidays per local requirements. Customers on Premium or Elite support do have access to assistance 24/7/365, Sev-1/Critical issues only on off-hours.
Absolute Technical Support First Response Time Service Level Agreement (SLA)
| SEVERITY LEVEL | DESCRIPTION | FIRST RESPONSE TIME |
|---|---|---|
| 1-CRITICAL | A Severity 1-Critical Case arises when the Product is failing to perform to specifications in the live production environment and as a result is severely impacting the Company’s critical business operations and/or security. Additionally, if the product causes disruption or loss of Customer or End User’s tools or services of a critical nature and there is no workaround. The fault prohibits operation of a function or service and is directly related to the Product. | 1 Hour |
| 2-URGENT | A Severity 2-Urgent Case arises when the Product is failing to perform to specifications in the live production environment. Neither critical business operations nor security is at risk, but productivity for a large number of users is adversely affected. Additionally, if the Product is operating negatively and materially affects the performance of Customer or End User’s tools or services as a result of the Product and there is no permanent workaround. | 4 Hours |
| 3-STANDARD | A Severity 3-Standard Case arises when the product is failing to perform to specifications. The business is only moderately impacted if at all. Additionally, the Product contains a non-critical, limited fault. Customer or End Users are able to function and there is a work around available. | 12 Hours |
| 4-LOW | Severity 4-Low Cases are reserved for general inquiries and enhancement requests. | 24 Hours |