Ashore business continuity and disaster recovery programs are designed and tested for unprecedented situations. Our Customer Support teams are still available Monday through Friday, 9:00 AM – 4:30 PM CT with some slight modifications as noted below:
1.1. Contact Information
Users can contact Ashore Customer Support in the following ways:
| Where? | How? | When? |
|---|---|---|
| Articles and guides | Knowledge Base | 24/7 |
| Submit Question for Support | Knowledge Base | 24/7 |
| Support Phone Line | 1 (800) 305-2642 | Monday – Friday, 9:00 AM – 4:30 PM CT |
1.2. Offering
1.3. Tiered Response
The Customer Support Team consists of four tiers as described below:
| Tier I | Tier I Personnel are certified to handle general user inquiries, basic troubleshooting of software and integrations, and issue tracking. |
| Tier II | The Personnel that handles complex engineering issues including databases, debugging software code and related services. |
| Tier III | The Engineering Teams who resolve issues within the infrastructure, database, or software code. |
Support Targets or Services Level Objectives (SLOs) are based upon the priority of each inquiry or issue and can range from something that affects business operations, which is fixed swiftly, to a browser specific UI issue that does not limit functionality, which could take up to 12 weeks.
Our Support Targets are the same for all customers, unless otherwise stated in your contract.
We staff our operations with the objective of meeting the following target response and resolution times:
| Target | Description | Response Time | Resolution |
|---|---|---|---|
| Critical (P1) | Subscription service application is down; Integrity/security of data is in jeopardy | 30 Business Minutes P1 Incidents must be raised by telephone | 8 hrs |
| High (P2) | Critical business operation is impacted due to serious performance degradation; Critical business operation is impacted due to persistent loss of a feature | 4 Business Hours | 12 hrs |
| Medium (P3) | Critical business operation is impacted due to intermittent performance degradation; Critical business operation is impacted due to unscalable or inconvenient workaround to use a feature | 8 Business Hours | Up to 6 weeks (varies by complexity and type of resolution needed) |
| Low (P4) | Non–critical functionality is unavailable; Single customer is impactedException case with suitable workaround | 48 Business Hours | Up to 12 weeks (varies by complexity and type of resolution needed) |
| Exceptions of Note | Simple ‘How Do I’ Support Inquiry – up to 1 Business Day Complex Support Inquiries and Changes – up to 5 Business Days. Consists of questions pertaining to advanced functionality including transfer of data, data variances within the platform or settings not configured to a customer’s preference. RFI (Request for Information) – up to 14 Business Days. This entails any information requested that is outside normal reporting capabilities. Data/Storage Management Security, for limitations on historical data archive. |
“Availability” or “Available” means you can log in and access the services.
3.1 Scheduled Maintenance
There will be regular maintenance scheduled for all products. During these times the service may be unavailable.
3.2. Unplanned or Emergency Maintenance
Unplanned or Emergency Maintenance are periods where the System access is not available as a result of the need to address a critical or emergency issue. Where possible, we will notify our Customers prior to any Unplanned or Emergency Maintenance that falls outside any Scheduled Maintenance windows.
Any maintenance is considered “Unplanned” or “Emergency” if our Customers have not been provided at least 2 weeks’ notice of the maintenance.
We have a data/storage management security program; please review our terms of service for details.
