© 2021 Net Friends, Inc.
Net Friends shall accept only the following methods of contact for support service ticketing and resolution according to the terms of this SLA:
Net Friends is continually updating and optimizing procedures for processing automated notifications; these procedures are not part of the SLA and constitute proprietary information. Notification processing falls under the following broad categories:
Net Friends shall manage responses to events and service requests using a ticketing system. The priority of a request shall be determined by Net Friends. All requests submitted by email are prioritized as Medium. For requests submitted by phone, prioritization guidelines are defined below:
|Critical||Business-critical work stoppage|
|Important||Work stoppage in non-critical system, sub-par performance in critical system, or scheduling constraint|
|Low||Minimal impact, or rapid resolution impractical|
The time at which a ticket, in the context of the Net Friends ticketing system, is created, either by automated or manual processes, is the time at which the response window begins. Net Friends shall respond to tickets according to the time windows below:
|Priority||Initial Response||Subsequent Response||Target for Resolution|
|Critical||Within 30 minutes||Every 1 hour||4 hours|
|Important||Within 2 business hours||Every 4 business hours||2 business days|
|Medium||Within 8 business hours||Daily||5 business days|
|Low||Within 2 business days||Weekly||10 business days|
Initial Response is when a Net Friends IT Expert will attempt to contact the individual who opened the ticket or who is identified as an appropriate Customer contact for the ticket.
Subsequent Responses is the frequency with which the Customer contact is updated on the status of the ticket.
Target for Resolution is the point by which:
*The schedule for Subsequent Responses and Target for Resolution may be adjusted for individual tickets by mutual agreement of the Customer and Net Friends.
If Net Friends standard operating procedures require that work on a particular ticket be placed on hold in anticipation of a response from (a) a User, (b) a vendor, or (c) a Net Friends employee possessing expertise in a particular Line-of-Business Platform required to resolve the ticket, this delay in response will not be counted toward the response windows described above. If a response is needed from a User, Net Friends will make up to three contact attempts, over a minimum of three and a maximum of seven days. One contact attempt is defined as calling the User's last known phone number and sending a message to the User's last known email address on the same day. If three contact attempts occur, during the time window allotted, and during that time no response is received from the User by Net Friends, then Net Friends will close the ticket. The User will receive an automated email notifying them that the ticket has been closed. Closure of such tickets without resolution will not be deemed a violation of this SLA.
Net Friends maintains the following office hours:
Monday through Friday, from 08:30 to 17:30 Eastern Time
Offices are closed after-hours and on the following US holidays: New Year’s Day, Memorial Day, Independence Day, Labor Day, Thanksgiving Day, and Christmas Day.
Customers experiencing a Critical-priority support issue after normal business hours may call a published Net Friends office number and choose the option to leave an emergency message. Support personnel will be notified immediately, and the Customer will receive a response within 30 minutes of placing the message.
Net Friends may, at its discretion, escalate ticket priority levels upon request by the Customer. For tickets associated with a known email address, a confirmation email is sent to the sending address when the ticket is created that includes an option for the sender to request priority escalation. Customers may also call a published Net Friends office number to request escalation of an existing ticket. If a ticket's priority is escalated, the response window will reset; no ticket will be deemed to have exceeded its SLA window if the window is retroactively shortened by escalation.
If your support issue requires immediate assistance, please call our office. Email & web form submissions are only reviewed during business hours.