InfoQuest Technical Support ("InfoQuest") provides Technical Support Services ("Support") to diagnosis and fix reports of Server or Network problems ("Client Problems") as reported to InfoQuest by customer's of InfoQuest ("Client") subscribing to InfoQuest Web Hosting, Vrtual Private Server, Exchange, SharePoint, Co-location, and , Storasphere service ("Services").
Customer will create Trouble Tickets or send InfoQuest an email documenting each Client Problem using InfoQuest's online trouble ticketing system or email support address at support@infoquest.com.
InfoQuest will respond to and fix Client Problems based on the following guidelines.
All requests will be serviced on a first-come-first-served basis and typically resolved within one business day.
PRIORITY 1 (CRITICAL)
Client or InfoQuest has identified a possible error or fault that is causing sever impact to system operation.
- Problem Reporting: 24hr x 7 day x 365 days
- Time to Fix: 0 to 6 hours from time the problem is reported or to time scale agreed upon by InfoQuest and Client
PRIORITY 2 (MEDIUM)
Client or InfoQuest have identified a possible error or fault that has no critical effect or operational impact other than the device itself.
- Problem Reporting: 24hr x 7 day x 365 days
- Time to Fix: Before end of the next InfoQuest Business Day or to a timescale agreed upon by InfoQuest and Client
PRIORITY 3 (LOW)
General inquiry or problem which has no operational impact on the customer system.
- Problem Reporting: 9:00 AM - 5:00 PM EST weekdays Monday - Friday
- Time to Fix: Before end of next InfoQuest Business Day or to a time scale agreed upon by InfoQuest and Client
InfoQuest will update trouble tickets or respond to customer via email refclecting the current status of all Client Problems. Some Client Problems may require further investigation, internal escalation by InfoQuest, or external escalation by Client or InfoQuest to 3rd party vendors under contract or license by Client. Although InfoQuest will aim to resolve Client Problems in the shortest possible timeframe, this may, in some cases depend on the availability of diagnostic information from the Client or its vendors. In this case InfoQuest will monitor events throughout the diagnostic process and keep Client informed of progress.
RESOURCES
As required by InfoQuest with regard to diagnosing and resolving Client Problems, Client will provide InfoQuest with administrative access to items such as but not limited to Client websites, applications, servers, systems and networks. Client will also provide InfoQuest with access to information such as but not limited to configurations, licensing, support contracts, warranty information or contact information required by InfoQuest to diagnose or resolve Client Problems.
InfoQuest will provide dedicated server and co-location Clients with priority contact information so that Client may report Priority 1 and 2 problems to InfoQuest outside InfoQuest's Normal Business Hours.
STANDARD SUPPORT
Includes all requests for InfoQuest Support and includes but is not limited to the installation, configuration, troubleshooting or resolution of the server, server components, or application programs (note 1).
Regular Business Hours
- Business Days*, Monday through Friday, 9:00 AM - 5:00 PM EST
- Requests submitted by Client through InfoQuest trouble ticketing system, email, phone, or live chat.
- Prioritization is based on first come first served basis
- Time to fix is based on Priority of Client Problem
- Billed at $125.00 per hour in 15 minute increments
Non-Business Hours
- Business Days*, Monday through Friday, 5:00 PM - 9:00 AM EST the following business day
- Requests submitted by Client through InfoQuest trouble ticketing system, email, phone, or live chat
- Prioritization is based on first come first served basis
- Time to fix is based on Priority of Client Problem
- Billed at $125.00 per hour in 15 minute increments
Weekends
- Friday, 5:00 PM - Monday 9:00 AM EST
- Requests submitted by Client through InfoQuest trouble ticketing system, email, phone, or live chat
- Prioritization is based on first come first served basis
- Time to fix is based on Priority of Client Problem
- Billed at $125.00 per hour in 15 minute increments
Holiday
- Any InfoQuest non-business day*
- Requests submitted by Client through InfoQuest trouble ticketing system, email, phone, or live chat
- Prioritization is based on first come first served basis
- Time to fix is based on Priority of Client Problem
- Billed at $125.00 per hour in 15 minute increments
Note 1: In the event a Client Problem is the result of an inadvertent action taken by InfoQuest or the failure of a component owned, configured, operated and maintained by InfoQuest that has not been altered by Client; billable support fees may be refunded.
* Business Days are defined as any day other than Saturday, Sunday, or a Bank Holiday in the United States of America.
Revised: 02/03/2009