Getting the most out of location technology involves more than just information. To achieve success, you need the right combination of collaboration, location information, technology, expertise, and an end-to-end lifecycle approach. And that’s what you can expect from DMTI’s Support Services.
Our highly trained and experienced support engineers will help you realize the maximum benefit of your DMTI Solution. To ensure you get the level of support you require, we offer tailored packages to suit your production needs.
Location Hub Support and Service Level Options
|Support Desk Availability||Monday to Friday, 8am to 8pm (EST), excluding Statutory Holidays observed in the Province of Ontario||24 hours / 7 days per week / 365 days per year|
|Sev 1 Response|
Critical Busines Impact
|six (6) hour response time||two (2) hour response time|
|Sev 2 Response|
Some Business Impact
|one (1) day response time||four (4) hour response time|
|Sev 3 Response|
Minimal Business Impact
|two (2) day response time||six (6) hour response time|
|Average Response Time||200 ms (95%)*||50 ms (95%)*|
|Reporting – Frequency||Not Available||Monthly|
|Reporting – Content||Not Applicable||(i) Uptime Report;|
(ii) Response Time Report; and
(iii) Usage Report.
|Software-as-a-Service (SaaS Service) Update: 26th day of February, May, August and November (estimated). Service will remain uninterrupted during maintenance activities.||Software-as-a-Service (SaaS Service) Update: 26th day of February, May, August and November (estimated). Service will remain uninterrupted during maintenance activities.|
(Response Time & Uptime)