Innovu’s Standard Support is available weekdays, excluding holidays, from 8:00 am to 8:00 pm Eastern time at no additional charge.
Issues will be generally categorized and handled according to an assigned severity level, as follows:
|Severity||First Response Time||Description / Support Plan|
|General Guidance||24 hours||You have a general development question, or you want to request a feature or functionality.|
|Production System Impaired||4 hours||Important functions of your application are impaired, degraded, or showing data anomalies.|
|Production System Down||1 hour||Your business is significantly impacted. Important functions of your application are unavailable.|