Definitions
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Business Hour: means a clock hour during the standard business hours of a Business Day based on the Customer’s “Support Region”.
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Business Day: means 8:00 AM. and 5:00 PM. local time zone selected by Customer (ET, PT, GMT) on a Monday through a Friday, excluding local public holidays.
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Support Region: the Customer's geographic region following a local holiday calendar.
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SLA: means Service Level Agreement and it applies to the initial response to the ticket. When a support ticket is received, Bevy Support will acknowledge the ticket within the time frames outlined in the table shown under Bevy Support SLAs.
Ticket Priority Definitions
|
Priority |
Description |
|
Conference Chat |
Chat support during live events for Conference events. |
|
Urgent |
Request requires immediate assistance, for example, it's affecting an ongoing, live event, the site is down, and it impacts security. |
|
High |
Request is time-sensitive (a blocker) and doesn't have a workaround. |
|
Medium |
Request is not time-sensitive or has a workaround. |
|
Low |
Feedback, enhancement requests, and general questions that don't block progress. |
Bevy Support SLAs
(All times in business hours)
|
Customer Tier |
Base |
Gold |
Platinum |
|
Conference Chat |
45 minutes |
45 minutes |
30 minutes |
|
Urgent |
8 hours |
8 hours |
2 hours |
|
High |
20 hours |
12 hours |
4 hours |
|
Medium |
32 hours |
24 hours |
12 hours |
|
Low |
40 hours |
32 hours |
24 hours |