GaaS - Support Processes

All GaaS availability support requests must be registered through your GaaS VAR and/or registered using the Outage form. Any issues reported will be addressed within the following timelines:

GaaS Availability Fault Reporting and Response
Fault Reporting Coverage Window 24 Hours a Day, 7 Days a Week
Non-Critical Technical Response Target Max 1 Business Day
Critical Technical Response Target Max 3 hours
Response Update Target Max 3 Hours from Initial Response


 Notification of Planned and Emergency Maintenance 
 Planned Maintenance Notification Target  Not less than 3 Days
Critical Maintenance Notification Target Not less than 1 Day
Emergency Maintenance Notification Target Not less than 2 Hours

Note: All other support requests, outside of GaaS availability, must be through your VAR.

See also:

GaaS - High Availability, Performance and Fair Use
GaaS - Backup and Recovery
GaaS - Maintenance and Upgrades
Greentree International End User Licence Agreement