GreatHorn Support Policy
Chat/Video Conferencing: Included
Email ([email protected]): Included
Phone – US Eastern Time Business Hours Responses: Included
Priority 1 Response Time: Within 1 Business Hour
Priority 2 Response Time: Within 4 Business Hours
Includes unlimited support for operational issues within stipulated Standard Support hours.
Priority 1: Critical
Response Time: 1 hour
Definition: A problem or issue impacting a significant group of customers or any issue making the GreatHorn service inaccessible for a single customer.
Priority 2: High
Response Time: 4 hours
Definition: Non-critical but significant issue affecting a single user; or an issue that is degrading the performance and reliability of the GreatHorn service; however, the GreatHorn service is still operational.