Providing high availability to our clients to help their businesses succeed is a core value of the Schweizer Host team. It’s our priority to make sure that our clients’ services are available 95.95% of the time. You can rest assured that are team members are doing their best to keep our clients happy and provide a great experience with Schweizer Host.
If you submit a ticket about your technical problem through this page or send a request to firstname.lastname@example.org it will be processed within stated response times. We are ready to provide customer support from 8 a.m. to 6 p.m. (Central European Time) from Monday to Friday, with exceptions as noted below.
The response times differ depending on the level of severity. Below you can find the list of issues related to each severity level.
High Severity Level
Maximum response time: 1 hour
Maximum restore time: 4 hours (best effort)
Your issue will be considered as high severity in case of:
The occurrence of the system crashing or hanging
Your data was corrupted or lost
Unavailability of needed critical functions, without workaround solution
Normal Severity Level
Maximum response time: 2 hours
Maximum restore time: 8 hours (best effort)
Your issue will be considered as normal severity in case of:
The necessity of a system restart or recovery caused by user error or system failure
The software performance is severely stalled
Critical functions are available, but the system is able to perform only in restricted mode
Low Severity Level
Maximum response time: 8 hours
Maximum restore time: 72 hours (but usually within 48 hours, best effort)
Your issue will be considered as low severity in case of:
Error report with the workaround
A minimal level of degradation in performance
The product doesn’t function properly well with minimal impact
If you have any questions regarding service features and configuration, need expert advice for how to use the services or would like to suggest any enhancements, please contact us at email@example.com.