Technical Support and Service Level Agreements (SLA)
As a customer, you have complete access to a reliable team of professionals who have the technical knowledge and experience you require, supported by a commitment to reliable service and customer care. We understand the urgency that drives your need for support.
SMA Technologies’ Technical Support team is here when you need us. Our normal business hours are Monday-Friday, 8AM-5PM CT.
Customer Support: Service Level Agreement
These are our customer support priority definitions, support tiers, and response times:
Priority 1
The production system is down or inaccessible, or there is a critical business process failure or critical performance degradation impacting production.
Priority 2
A non-critical production function is failing with no workaround and requires immediate attention.
Priority 3
A production function is failing but has a workaround or can be addressed during normal business hours but is prioritized over priority four issues.
Priority 4
This includes standard software support for all customer environments.
<div class="container pb-12">
<div class="mobile-tabs">
<button class="h4 table_subtitle" id="classic-btn" onclick="showClassic()">Classic</button>
<button class="h4 table_subtitle inactive" id="select-btn" onclick="showSelect()">Select*</button>
<button class="h4 table_subtitle inactive" id="advantage-btn" onclick="showAdvantage()">Advantage</button>
<button class="h4 table_subtitle inactive" id="elite-btn" onclick="showElite()">Elite*</button>
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<div class="container-mobile" id="classic-table" style="visibility:visible">
<table class="pricing_table_mobile">
<tbody class="table_body mt-4">
<tr>
<th><h4 class="h4 table_subtitle">Benefits</h4></th>
</tr>
<tr class="table_body_row">
<th role="rowheader" id="" style="width:50%"><span class="table_item">Priority 1 Support Issue Response Time</span></th>
<td role="cell">1 Business Day</td>
</tr>
<tr class="table_body_row">
<th role="rowheader" id="" style="width:50%"><span class="table_item">Priority 2 Support Issue Response Time</span></th>
<td role="cell">2 Business Days</td>
</tr>
<tr class="table_body_row">
<th role="rowheader" id="" style="width:50%"><span class="table_item">Priority 3 Support Issue Response Time</span></th>
<td role="cell">3 Business Days</td>
</tr>
<tr class="table_body_row">
<th role="rowheader" id="" style="width:50%"><span class="table_item">Priority 4 Support Issue Response Time</span></th>
<td role="cell">4 Business Days</td>
</tr>
<tr class="table_body_row">
<th role="rowheader" id="" style="width:50%"><span class="table_item">24/7 On-Call Support for P1 Issues</span></th>
<td role="cell"><span class="svg-table"><img class="svg" src="https://assets.smatechnologies.com/production/assets/icons/x-icon.svg?dm=1741983965" /></span></td>
</tr>
<tr class="table_body_row">
<th role="rowheader" id="" style="width:50%"><span class="table_item">24/7 On-Call Support for P2 Issues</span></th>
<td role="cell"><span class="svg-table"><img class="svg" src="https://assets.smatechnologies.com/production/assets/icons/x-icon.svg?dm=1741983965" /></span></td>
</tr>
<tr class="table_body_row">
<th role="rowheader" id="" style="width:50%"><span class="table_item">On-Call Team Alerted for P1 and P2 Issues</span></th>
<td role="cell"><span class="svg-table"><img class="svg" src="https://assets.smatechnologies.com/production/assets/icons/x-icon.svg?dm=1741983965" /></span></td>
</tr>
<tr class="table_body_row">
<th role="rowheader" id="" style="width:50%"><span class="table_item">Phone Support</span></th>
<td role="cell"><span class="svg-table"><img class="svg" src="https://assets.smatechnologies.com/production/assets/icons/x-icon.svg?dm=1741983965" /></span></td>
</tr>
<tr class="table_body_row">
<th role="rowheader" id="" style="width:50%"><span class="table_item">Straight to Level 2 for Support</span></th>
<td role="cell"><span class="svg-table"><img class="svg" src="https://assets.smatechnologies.com/production/assets/icons/x-icon.svg?dm=1741983965" /></span></td>
</tr>
<tr class="table_body_row">
<th role="rowheader" id="" style="width:50%"><span class="table_item">Screen Share Session with Support Team (flexible based on business impact)</span></th>
<td role="cell"><span class="svg-table"><img class="svg" src="https://assets.smatechnologies.com/production/assets/icons/x-icon.svg?dm=1741983965" /></span></td>
</tr>
<tr class="table_body_row">
<th role="rowheader" id="" style="width:50%"><span class="table_item">Root Cause Analysis of SaaS (Hosted) System Issues</span></th>
<td role="cell"><span class="svg-table"><img class="svg" src="https://assets.smatechnologies.com/production/assets/icons/x-icon.svg?dm=1741983965" /></span></td>
</tr>
</tbody>
<tbody class="table_body mt-4 blue-border">
<tr class="table_body_row">
<th role="rowheader" id="" style="width:50%"><span class="table_item">Consulting Services Available</span></th>
<td role="cell"><span class="svg-table"><img class="svg" src="https://assets.smatechnologies.com/production/assets/icons/x-icon.svg?dm=1741983965" /></span></td>
</tr>
<tr class="table_body_row">
<th role="rowheader" id="" style="width:50%"><span class="table_item">Consistent Automation Consultant (based on schedule availability)</span></th>
<td role="cell"><span class="svg-table"><img class="svg" src="https://assets.smatechnologies.com/production/assets/icons/x-icon.svg?dm=1741983965" /></span></td>
</tr>
<tr class="table_body_row">
<th role="rowheader" id="" style="width:50%"><span class="table_item">On-Prem in Place
(upgrades included by request)
</span></th>
<td role="cell"><span class="svg-table"><img class="svg" src="https://assets.smatechnologies.com/production/assets/icons/x-icon.svg?dm=1741983965" /></span></td>
</tr>
<tr class="table_body_row">
<th role="rowheader" id="" style="width:50%"><span class="table_item">Automation Assessments
(tiered pricing based on support tier)
</span></th>
<td role="cell"><span class="svg-table"><img class="svg" src="https://assets.smatechnologies.com/production/assets/icons/x-icon.svg?dm=1741983965" /></span></td>
</tr>
</tbody>
</table>
</div>
<div class="container-mobile" id="select-table" style="visibility:hidden;display:none;">
<table class="pricing_table_mobile">
<tbody class="table_body mt-4">
<tr>
<th><h4 class="h4 table_subtitle">Benefits</h4></th>
</tr>
<tr class="table_body_row">
<th role="rowheader" id="" style="width:50%"><span class="table_item">Priority 1 Support Issue Response Time</span></th>
<td role="cell">1 Hour</td>
</tr>
<tr class="table_body_row">
<th role="rowheader" id="" style="width:50%"><span class="table_item">Priority 2 Support Issue Response Time</span></th>
<td role="cell">4 Hours</td>
</tr>
<tr class="table_body_row">
<th role="rowheader" id="" style="width:50%"><span class="table_item">Priority 3 Support Issue Response Time</span></th>
<td role="cell">1 Business Day</td>
</tr>
<tr class="table_body_row">
<th role="rowheader" id="" style="width:50%"><span class="table_item">Priority 4 Support Issue Response Time</span></th>
<td role="cell">2 Business Days</td>
</tr>
<tr class="table_body_row">
<th role="rowheader" id="" style="width:50%"><span class="table_item">24/7 On-Call Support for P1 Issues</span></th>
<td role="cell"><span class="svg-table"><img class="svg" src="https://assets.smatechnologies.com/production/assets/icons/check-icon.svg?dm=1680035888" /></span></td>
</tr>
<tr class="table_body_row">
<th role="rowheader" id="" style="width:50%"><span class="table_item">24/7 On-Call Support for P2 Issues</span></th>
<td role="cell"><span class="svg-table"><img class="svg" src="https://assets.smatechnologies.com/production/assets/icons/check-icon.svg?dm=1680035888" /></span></td>
</tr>
<tr class="table_body_row">
<th role="rowheader" id="" style="width:50%"><span class="table_item">On-Call Team Alerted for P1 and P2 Issues</span></th>
<td role="cell"><span class="svg-table"><img class="svg" src="https://assets.smatechnologies.com/production/assets/icons/check-icon.svg?dm=1680035888" /></span></td>
</tr>
<tr class="table_body_row">
<th role="rowheader" id="" style="width:50%"><span class="table_item">Phone Support</span></th>
<td role="cell"><span class="svg-table"><img class="svg" src="https://assets.smatechnologies.com/production/assets/icons/check-icon.svg?dm=1680035888" /></span><br>P1 and P2 only</td>
</tr>
<tr class="table_body_row">
<th role="rowheader" id="" style="width:50%"><span class="table_item">Straight to Level 2 for Support</span></th>
<td role="cell"><span class="svg-table"><img class="svg" src="https://assets.smatechnologies.com/production/assets/icons/x-icon.svg?dm=1741983965" /></span></td>
</tr>
<tr class="table_body_row">
<th role="rowheader" id="" style="width:50%"><span class="table_item">Screen Share Session with Support Team (flexible based on business impact)</span></th>
<td role="cell">For P1 and P2</td>
</tr>
<tr class="table_body_row">
<th role="rowheader" id="" style="width:50%"><span class="table_item">Root Cause Analysis of SaaS (Hosted) System Issues</span></th>
<td role="cell">For P1 by request</td>
</tr>
</tbody>
<tbody class="table_body mt-4 blue-border">
<tr class="table_body_row">
<th role="rowheader" id="" style="width:50%"><span class="table_item">Consulting Services Available</span></th>
<td role="cell"><span class="svg-table"><img class="svg" src="https://assets.smatechnologies.com/production/assets/icons/dollar-sign-icon.svg?dm=1680035026" /></span></td>
</tr>
<tr class="table_body_row">
<th role="rowheader" id="" style="width:50%"><span class="table_item">Consistent Automation Consultant (based on schedule availability)</span></th>
<td role="cell"><span class="svg-table"><img class="svg" src="https://assets.smatechnologies.com/production/assets/icons/x-icon.svg?dm=1741983965" /></span></td>
</tr>
<tr class="table_body_row">
<th role="rowheader" id="" style="width:50%"><span class="table_item">On-Prem in Place
(upgrades included by request)
</span></th>
<td role="cell"><span class="svg-table"><img class="svg" src="https://assets.smatechnologies.com/production/assets/icons/dollar-sign-icon.svg?dm=1680035026" /></span></td>
</tr>
<tr class="table_body_row">
<th role="rowheader" id="" style="width:50%"><span class="table_item">Automation Assessments
(tiered pricing based on support tier)
</span></th>
<td role="cell"><span class="svg-table"><img class="svg" src="https://assets.smatechnologies.com/production/assets/icons/dollar-sign-icon.svg?dm=1680035026" /></span></td>
</tr>
</tbody>
</table>
</div>
<div class="container-mobile" id="advantage-table" style="visibility:hidden;display:none;">
<table class="pricing_table_mobile">
<tbody class="table_body mt-4">
<tr>
<th><h4 class="h4 table_subtitle">Benefits</h4></th>
</tr>
<tr class="table_body_row">
<th role="rowheader" id="" style="width:50%"><span class="table_item">Priority 1 Support Issue Response Time</span></th>
<td role="cell">1 Hour</td>
</tr>
<tr class="table_body_row">
<th role="rowheader" id="" style="width:50%"><span class="table_item">Priority 2 Support Issue Response Time</span></th>
<td role="cell">3 Hours</td>
</tr>
<tr class="table_body_row">
<th role="rowheader" id="" style="width:50%"><span class="table_item">Priority 3 Support Issue Response Time</span></th>
<td role="cell">6 Business Hours</td>
</tr>
<tr class="table_body_row">
<th role="rowheader" id="" style="width:50%"><span class="table_item">Priority 4 Support Issue Response Time</span></th>
<td role="cell">12 Business Hours</td>
</tr>
<tr class="table_body_row">
<th role="rowheader" id="" style="width:50%"><span class="table_item">24/7 On-Call Support for P1 Issues</span></th>
<td role="cell"><span class="svg-table"><img class="svg" src="https://assets.smatechnologies.com/production/assets/icons/check-icon.svg?dm=1680035888" /></span></td>
</tr>
<tr class="table_body_row">
<th role="rowheader" id="" style="width:50%"><span class="table_item">24/7 On-Call Support for P2 Issues</span></th>
<td role="cell"><span class="svg-table"><img class="svg" src="https://assets.smatechnologies.com/production/assets/icons/check-icon.svg?dm=1680035888" /></span></td>
</tr>
<tr class="table_body_row">
<th role="rowheader" id="" style="width:50%"><span class="table_item">On-Call Team Alerted for P1 and P2 Issues</span></th>
<td role="cell"><span class="svg-table"><img class="svg" src="https://assets.smatechnologies.com/production/assets/icons/check-icon.svg?dm=1680035888" /></span></td>
</tr>
<tr class="table_body_row">
<th role="rowheader" id="" style="width:50%"><span class="table_item">Phone Support</span></th>
<td role="cell"><span class="svg-table"><img class="svg" src="https://assets.smatechnologies.com/production/assets/icons/check-icon.svg?dm=1680035888" /></span></td>
</tr>
<tr class="table_body_row">
<th role="rowheader" id="" style="width:50%"><span class="table_item">Straight to Level 2 for Support</span></th>
<td role="cell"><span class="svg-table"><img class="svg" src="https://assets.smatechnologies.com/production/assets/icons/x-icon.svg?dm=1741983965" /></span></td>
</tr>
<tr class="table_body_row">
<th role="rowheader" id="" style="width:50%"><span class="table_item">Screen Share Session with Support Team (flexible based on business impact)</span></th>
<td role="cell"><span class="svg-table"><img class="svg" src="https://assets.smatechnologies.com/production/assets/icons/check-icon.svg?dm=1680035888" /></span></td>
</tr>
<tr class="table_body_row">
<th role="rowheader" id="" style="width:50%"><span class="table_item">Root Cause Analysis of SaaS (Hosted) System Issues</span></th>
<td role="cell">For P1 and P2 by request</td>
</tr>
</tbody>
<tbody class="table_body mt-4 blue-border">
<tr class="table_body_row">
<th role="rowheader" id="" style="width:50%"><span class="table_item">Consulting Services Available</span></th>
<td role="cell"><span class="svg-table"><img class="svg" src="https://assets.smatechnologies.com/production/assets/icons/dollar-sign-icon.svg?dm=1680035026" /></span></td>
</tr>
<tr class="table_body_row">
<th role="rowheader" id="" style="width:50%"><span class="table_item">Consistent Automation Consultant (based on schedule availability)</span></th>
<td role="cell"><span class="svg-table"><img class="svg" src="https://assets.smatechnologies.com/production/assets/icons/x-icon.svg?dm=1741983965" /></span></td>
</tr>
<tr class="table_body_row">
<th role="rowheader" id="" style="width:50%"><span class="table_item">On-Prem in Place
(upgrades included by request)
</span></th>
<td role="cell"><span class="svg-table"><img class="svg" src="https://assets.smatechnologies.com/production/assets/icons/dollar-sign-icon.svg?dm=1680035026" /></span></td>
</tr>
<tr class="table_body_row">
<th role="rowheader" id="" style="width:50%"><span class="table_item">Automation Assessments
(tiered pricing based on support tier)
</span></th>
<td role="cell"><span class="svg-table"><img class="svg" src="https://assets.smatechnologies.com/production/assets/icons/dollar-sign-icon.svg?dm=1680035026" /></span></td>
</tr>
</tbody>
</table>
</div>
<div class="container-mobile" id="elite-table" style="visibility:hiddendisplay:none;">
<table class="pricing_table_mobile">
<tbody class="table_body mt-4">
<tr>
<th><h4 class="h4 table_subtitle">Benefits</h4></th>
</tr>
<tr class="table_body_row">
<th role="rowheader" id="" style="width:50%"><span class="table_item">Priority 1 Support Issue Response Time</span></th>
<td role="cell">1 Hour</td>
</tr>
<tr class="table_body_row">
<th role="rowheader" id="" style="width:50%"><span class="table_item">Priority 2 Support Issue Response Time</span></th>
<td role="cell">2 Hours</td>
</tr>
<tr class="table_body_row">
<th role="rowheader" id="" style="width:50%"><span class="table_item">Priority 3 Support Issue Response Time</span></th>
<td role="cell">4 Business Hours</td>
</tr>
<tr class="table_body_row">
<th role="rowheader" id="" style="width:50%"><span class="table_item">Priority 4 Support Issue Response Time</span></th>
<td role="cell">1 Business Day</td>
</tr>
<tr class="table_body_row">
<th role="rowheader" id="" style="width:50%"><span class="table_item">24/7 On-Call Support for P1 Issues</span></th>
<td role="cell"><span class="svg-table"><img class="svg" src="https://assets.smatechnologies.com/production/assets/icons/check-icon.svg?dm=1680035888" /></span></td>
</tr>
<tr class="table_body_row">
<th role="rowheader" id="" style="width:50%"><span class="table_item">24/7 On-Call Support for P2 Issues</span></th>
<td role="cell"><span class="svg-table"><img class="svg" src="https://assets.smatechnologies.com/production/assets/icons/check-icon.svg?dm=1680035888" /></span></td>
</tr>
<tr class="table_body_row">
<th role="rowheader" id="" style="width:50%"><span class="table_item">On-Call Team Alerted for P1 and P2 Issues</span></th>
<td role="cell"><span class="svg-table"><img class="svg" src="https://assets.smatechnologies.com/production/assets/icons/check-icon.svg?dm=1680035888" /></span></td>
</tr>
<tr class="table_body_row">
<th role="rowheader" id="" style="width:50%"><span class="table_item">Phone Support</span></th>
<td role="cell"><span class="svg-table"><img class="svg" src="https://assets.smatechnologies.com/production/assets/icons/check-icon.svg?dm=1680035888" /></span></td>
</tr>
<tr class="table_body_row">
<th role="rowheader" id="" style="width:50%"><span class="table_item">Straight to Level 2 for Support</span></th>
<td role="cell"><span class="svg-table"><img class="svg" src="https://assets.smatechnologies.com/production/assets/icons/check-icon.svg?dm=1680035888" /></span></td>
</tr>
<tr class="table_body_row">
<th role="rowheader" id="" style="width:50%"><span class="table_item">Screen Share Session with Support Team (flexible based on business impact)</span></th>
<td role="cell"><span class="svg-table"><img class="svg" src="https://assets.smatechnologies.com/production/assets/icons/check-icon.svg?dm=1680035888" /></span></td>
</tr>
<tr class="table_body_row">
<th role="rowheader" id="" style="width:50%"><span class="table_item">Root Cause Analysis of SaaS (Hosted) System Issues</span></th>
<td role="cell">For P1 and P2 by request</td>
</tr>
</tbody>
<tbody class="table_body mt-4 blue-border">
<tr class="table_body_row">
<th role="rowheader" id="" style="width:50%"><span class="table_item">Consulting Services Available</span></th>
<td role="cell"><span class="svg-table"><img class="svg" src="https://assets.smatechnologies.com/production/assets/icons/dollar-sign-icon.svg?dm=1680035026" /></span></td>
</tr>
<tr class="table_body_row">
<th role="rowheader" id="" style="width:50%"><span class="table_item">Consistent Automation Consultant (based on schedule availability)</span></th>
<td role="cell"><span class="svg-table"><img class="svg" src="https://assets.smatechnologies.com/production/assets/icons/check-icon.svg?dm=1680035888" /></span></td>
</tr>
<tr class="table_body_row">
<th role="rowheader" id="" style="width:50%"><span class="table_item">On-Prem in Place
(upgrades included by request)
</span></th>
<td role="cell"><span class="svg-table"><img class="svg" src="https://assets.smatechnologies.com/production/assets/icons/check-icon.svg?dm=1680035888" /></span></td>
</tr>
<tr class="table_body_row">
<th role="rowheader" id="" style="width:50%"><span class="table_item">Automation Assessments
(tiered pricing based on support tier)
</span></th>
<td role="cell"><span class="svg-table"><img class="svg" src="https://assets.smatechnologies.com/production/assets/icons/dollar-sign-icon.svg?dm=1680035026" /></span></td>
</tr>
</tbody>
</table>
</div>
<table class="pricing_table_desktop">
<thead class="table_header">
<tr>
<th role="columnheader" class="pt-6 pb-2">
<h3 class="h3 txt-gray">Support Tiers</h3>
</th>
<th role="columnheader" class="pt-6 pb-2" style="width:16.5%">
<h3 class="h3">Classic</h3>
</th>
<th role="columnheader" class="pt-6 pb-2" style="width:16.5%">
<h3 class="h3">Select*</h3>
</th>
<th role="columnheader" class="pt-6 pb-2" style="width:16.5%">
<h3 class="h3">Advantage</h3>
</th>
<th role="columnheader" class="pt-6 pb-2" style="width:16.5%">
<h3 class="h3">Elite*</h3>
</th>
</tr>
</thead>
<tbody class="table_body mt-4">
<tr>
<th><h4 class="h4 table_subtitle">Benefits</h4></th>
</tr>
<tr class="table_body_row">
<th role="rowheader" id="" style="width:33%"><span class="table_item">Priority 1 Support Issue Response Time</span></th>
<td role="cell">1 Business Day</td>
<td role="cell">1 Hour</td>
<td role="cell">1 Hour</td>
<td role="cell">1 Hour</td>
</tr>
<tr class="table_body_row">
<th role="rowheader" id="" style="width:33%"><span class="table_item">Priority 2 Support Issue Response Time</span></th>
<td role="cell">2 Business Days</td>
<td role="cell">4 Hours</td>
<td role="cell">3 Hours</td>
<td role="cell">2 Hours</td>
</tr>
<tr class="table_body_row">
<th role="rowheader" id="" style="width:33%"><span class="table_item">Priority 3 Support Issue Response Time</span></th>
<td role="cell">3 Business Days</td>
<td role="cell">1 Business Day</td>
<td role="cell">6 Business Hours</td>
<td role="cell">4 Business Hours</td>
</tr>
<tr class="table_body_row">
<th role="rowheader" id="" style="width:33%"><span class="table_item">Priority 4 Support Issue Response Time</span></th>
<td role="cell">4 Business Days</td>
<td role="cell">2 Business Days</td>
<td role="cell">12 Business Hours</td>
<td role="cell">1 Business Day</td>
</tr>
<tr class="table_body_row">
<th role="rowheader" id="" style="width:33%"><span class="table_item">24/7 On-Call Support for P1 Issues</span></th>
<td role="cell"></td>
<td role="cell"><span class="svg-table"><img class="svg" src="https://assets.smatechnologies.com/production/assets/icons/check-icon.svg?dm=1680035888" /></span></td>
<td role="cell"><span class="svg-table"><img class="svg" src="https://assets.smatechnologies.com/production/assets/icons/check-icon.svg?dm=1680035888" /></span></td>
<td role="cell"><span class="svg-table"><img class="svg" src="https://assets.smatechnologies.com/production/assets/icons/check-icon.svg?dm=1680035888" /></span></td>
</tr>
<tr class="table_body_row">
<th role="rowheader" id="" style="width:33%"><span class="table_item">24/7 On-Call Support for P2 Issues</span></th>
<td role="cell"></td>
<td role="cell"><span class="svg-table"><img class="svg" src="https://assets.smatechnologies.com/production/assets/icons/check-icon.svg?dm=1680035888" /></span></td>
<td role="cell"><span class="svg-table"><img class="svg" src="https://assets.smatechnologies.com/production/assets/icons/check-icon.svg?dm=1680035888" /></span></td>
<td role="cell"><span class="svg-table"><img class="svg" src="https://assets.smatechnologies.com/production/assets/icons/check-icon.svg?dm=1680035888" /></span></td>
</tr>
<tr class="table_body_row">
<th role="rowheader" id="" style="width:33%"><span class="table_item">24/7 On-Call Support for P1 and P2 Issues</span></th>
<td role="cell"></td>
<td role="cell"><span class="svg-table"><img class="svg" src="https://assets.smatechnologies.com/production/assets/icons/check-icon.svg?dm=1680035888" /></span></td>
<td role="cell"><span class="svg-table"><img class="svg" src="https://assets.smatechnologies.com/production/assets/icons/check-icon.svg?dm=1680035888" /></span></td>
<td role="cell"><span class="svg-table"><img class="svg" src="https://assets.smatechnologies.com/production/assets/icons/check-icon.svg?dm=1680035888" /></span></td>
</tr>
<tr class="table_body_row">
<th role="rowheader" id="" style="width:33%"><span class="table_item">Phone Support</span></th>
<td role="cell"></td>
<td role="cell"><span class="svg-table"><img class="svg" src="https://assets.smatechnologies.com/production/assets/icons/check-icon.svg?dm=1680035888" /></span><br>(P1 and P2 only)</td>
<td role="cell"><span class="svg-table"><img class="svg" src="https://assets.smatechnologies.com/production/assets/icons/check-icon.svg?dm=1680035888" /></span></td>
<td role="cell"><span class="svg-table"><img class="svg" src="https://assets.smatechnologies.com/production/assets/icons/check-icon.svg?dm=1680035888" /></span></td>
</tr>
<tr class="table_body_row">
<th role="rowheader" id="" style="width:33%"><span class="table_item">Straight to Level 2 for Support</span></th>
<td role="cell"></td>
<td role="cell"></td>
<td role="cell"></td>
<td role="cell"><span class="svg-table"><img class="svg" src="https://assets.smatechnologies.com/production/assets/icons/check-icon.svg?dm=1680035888" /></span></td>
</tr>
<tr class="table_body_row">
<th role="rowheader" id="" style="width:33%"><span class="table_item">Screen Share Session with Support Team (flexible based on business impact)</span></th>
<td role="cell"></td>
<td role="cell">For P1 and P2</td>
<td role="cell"><span class="svg-table"><img class="svg" src="https://assets.smatechnologies.com/production/assets/icons/check-icon.svg?dm=1680035888" /></span></td>
<td role="cell"><span class="svg-table"><img class="svg" src="https://assets.smatechnologies.com/production/assets/icons/check-icon.svg?dm=1680035888" /></span></td>
</tr>
<tr class="table_body_row">
<th role="rowheader" id="" style="width:33%"><span class="table_item">Root Cause Analysis of SaaS (Hosted) System Issues</span></th>
<td role="cell"></td>
<td role="cell">For P1 by request</td>
<td role="cell">For P1 and P2 by request</td>
<td role="cell">For P1 and P2 by request</td>
</tr>
</tbody>
<tbody class="table_body mt-4 blue-border">
<tr class="table_body_row">
<th role="rowheader" id="" style="width:33%"><span class="table_item">Consulting Services Available</span></th>
<td role="cell"></td>
<td role="cell"><span class="svg-table"><img class="svg" src="https://assets.smatechnologies.com/production/assets/icons/dollar-sign-icon.svg?dm=1680035026" /></span></td>
<td role="cell"><span class="svg-table"><img class="svg" src="https://assets.smatechnologies.com/production/assets/icons/dollar-sign-icon.svg?dm=1680035026" /></span></td>
<td role="cell"><span class="svg-table"><img class="svg" src="https://assets.smatechnologies.com/production/assets/icons/dollar-sign-icon.svg?dm=1680035026" /></span></td>
</tr>
<tr class="table_body_row">
<th role="rowheader" id="" style="width:33%"><span class="table_item">Consistent Automation Consultant (based on schedule availability)</span></th>
<td role="cell"></td>
<td role="cell"></td>
<td role="cell"></td>
<td role="cell"><span class="svg-table"><img class="svg" src="https://assets.smatechnologies.com/production/assets/icons/check-icon.svg?dm=1680035888" /></span></td>
</tr>
<tr class="table_body_row">
<th role="rowheader" id="" style="width:33%"><span class="table_item">On-Prem in Place
(upgrades included by request)
</span></th>
<td role="cell"></td>
<td role="cell"><span class="svg-table"><img class="svg" src="https://assets.smatechnologies.com/production/assets/icons/dollar-sign-icon.svg?dm=1680035026" /></span></td>
<td role="cell"><span class="svg-table"><img class="svg" src="https://assets.smatechnologies.com/production/assets/icons/dollar-sign-icon.svg?dm=1680035026" /></span></td>
<td role="cell"><span class="svg-table"><img class="svg" src="https://assets.smatechnologies.com/production/assets/icons/check-icon.svg?dm=1680035888" /></span></td>
</tr>
<tr class="table_body_row">
<th role="rowheader" id="" style="width:33%"><span class="table_item">Automation Assessments
(tiered pricing based on support tier)
</span></th>
<td role="cell"></td>
<td role="cell"><span class="svg-table"><img class="svg" src="https://assets.smatechnologies.com/production/assets/icons/dollar-sign-icon.svg?dm=1680035026" /></span></td>
<td role="cell"><span class="svg-table"><img class="svg" src="https://assets.smatechnologies.com/production/assets/icons/dollar-sign-icon.svg?dm=1680035026" /></span></td>
<td role="cell"><span class="svg-table"><img class="svg" src="https://assets.smatechnologies.com/production/assets/icons/dollar-sign-icon.svg?dm=1680035026" /></span></td>
</tr>
</tbody>
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</div>
<div class="container-1080">
<p><span class="svg-img"><img class="svg" src="https://assets.smatechnologies.com/production/assets/icons/check-icon.svg?dm=1680035888" /></span> - Included<br>
<span class="svg-img"><img class="svg" src="https://assets.smatechnologies.com/production/assets/icons/dollar-sign-icon.svg?dm=1680035026" /></span> - Add-on available for purchase</p>
<p style="margin-top:20px;"><em>*You can upgrade to this support tier. Please contact your customer success or sales representative to learn more.</em></p>
</div>
OpCon Cloud: Service Level Agreement
Monthly System Availability Service Level:
OpCon Cloud System Availability Level = 99.9%
Should the Company fail to achieve 99.9% over a calendar month, the Company and Customer shall work together to determine the root cause of such failure. In the event that the Company fails to achieve 99.9% system availability for a second consecutive month, or for any three (3) non-consecutive months during a calendar year, the Customer shall be entitled to a credit of:
MONTHLY UPTIME PERCENTAGE |
SERVICE CREDIT* |
< 99.9% |
10% of Monthly Fees |
< 99% |
25% of Monthly Fees |
< 95% |
100% of Monthly Fees |
"Available" means the Company's hosting infrastructure, applications, databases, systems, software, and data transmission are fully operational and able to run schedules or jobs and transmit the Customer's data accurately.
“Monthly Fees” equates to one-twelfth the annual amount charged for the OpCon Cloud system.
"System Availability" means the percentage of total time during which the Services are available to the Customer. System availability applies to non-scheduled maintenance but expressly excludes the Company's standard maintenance windows.
*All credits or refunds shall be paid by the Company to the Customer in the form of an invoice credit.
Managed Operations Support: Service Level Agreement
With our Managed Operations support, we proactively monitor your OpCon environment and ensure everything runs smoothly, so you can have peace of mind.
Automatic Issue Reporting
The system will automatically create cases for contracted data degradation or failures. Our Managed Operations team will configure and monitor these failures, respond, and take action per direction from the customer.
Managed Operations Priorities |
Definition |
Monitored Issue Response Time |
Priority 1 or Priority 2 |
Critical failures or data degradations requiring immediate attention |
1 Hour |
Priority 3 |
Production failures that need to be prioritized during normal business hours |
4 Business Hours |
Priority 4 |
Non-production or test environment support of failures or data degradation |
2 Business Days |
Managed Services: Service Level Agreement
Our Managed Services give customers access to domain experts to implement their automation needs. Our expert consultants provide hands-on automation work to build out your business processes and workflows.
Customers can create cases via the support portal or by email at MASsupport@smatechnologies.com.
To reach Managed Services by phone, call 1-877-274-5771.
Managed Services Priorities |
Definition |
Reported Issue Response Time |
Priority 1 Service Request |
Production automation changes that need to be made immediately |
1 Hour |
Priority 4 Service Request |
Normal service requests for automation modifications or additions |
2 Business Days |
*Note: All work will be tracked against the monthly contracted hours. Managed services required outside of normal business hours will incur additional charges. Our normal business hours are Monday–Friday, 8AM-5PM CT.
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