Support Service Level AgreementPlease read these support terms carefully as they are a binding agreement between You and PlanStreet
Support and Technical Assistance
PlanStreet’s support service will provide fast problem resolution, via chat, email and phone. Any service requests and technical issues submitted by clients receive priority handling and routing to the most appropriately skilled analyst. PlanStreet’s Technical experts respond to customer issues quickly and work around the clock until they are resolved.
Constant Access to On-line Support Tools
As a PlanStreet customer, clients will have constant access (24 hours a day, 7 days a week, 365 days a year) to our on-line support tools and resources via our website.
Based on Clients request, PlanStreet will email clients a monthly report that includes a description of customer issues, status of issues, priority levels recorded, disposition of issues, service levels achieved, and other general information to assist Client’s Project Manager in the ongoing support of Client.
Software Updates and Critical Bug Fixes
PlanStreet will provide regular updates and documentation as well as critical bug fixes. To further provide clients with a consistent response, we have implemented the Priority Service Level Standard based on severity indicators with the following targets:
- Severity 1 Service Requests: 90 percent (%) response within 1 hour (Monday- Friday).
- Severity 2 Service Requests: 90 percent (%) response within 5 business hours.
- Severity 3 Service Requests: 90 percent (%) response by next business day.
- Severity 4 Service Requests: 90 percent (%) response within a week
Please contact us with any questions or comments about this support service level agreement, your information, our third-party disclosure practices, or your consent choices.
220 Lexington Green Circle, Suite 110,
Lexington KY 40503
Email: [email protected]
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