ESSC is able to offer you an SLA that’s meets your specific business requirements. We provide support based on “break-fix” up to “fully managed”, and everything in between. Our motivation is to provide services that create value, and we also offer a variety of other services (see service catalog) within each Service Window. The service programs we provide are highlighted below:
| Service Options | Standard | Premium | Enhanced1 |
| Service Window | Business Hours | Business Hours & 24x7x52 (Priority 1) | Business Hours & 24x7x52 (Priority 1) |
| Service Requests | Unlimited | Unlimited | Unlimited |
| Support Type | Remote | Remote | Remote and Onsite |
| Communication | Ticket/Phone/Email | Ticket/Phone/Email | Ticket/Phone/Email |
| Authorized Contacts | 2 | 2 per 8 hour shift | Additional |
| Customization Support | Included | Included | Included |
| Onsite Assistance | Optional | Optional | Optional |
| Assigned Support Engineers | Included | Included | Included |
| Response Times | |||
| Priority 1 | 2 working hours | 1 hour, 24x7x52 | Customer requirements |
| Priority 2 | 4 working hours | 2 working hours | Customer requirements |
| Priority 3 | Next business day | 4 working hours | 4 working hours |
| Priority 4 | 2 business days | Next business day | Next business day |
| Targeted Resolution Times2 | |||
| Priority 1 | 8 working hours | 4 hours, 24x7x52 | 4 hours, 24x7x52 |
| Priority 2 | 2 business days | 8 working hours | 8 working hours |
| Priority 3 | 5 business days | 5 business days | 5 business days |
| Priority 4 | 10 business days | 10 business days | 10 business days |
| 1 In addition to Standard / Premium Support
2 Priority 1 and Priority 2 can be guaranteed based on customer requirements |
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