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