Response time is defined as the length of time between when a call is received by our Support Department and when a Support Specialist contacts the client. eMaint provides response times based on the severity of the issue reported, but will often have a support issue resolved well within the time ranges indicated.
Critical Response Time:1 hour or less The customer’s application is down and inoperable. All users are unable to use the system. The customer’s productivity is threatened.
High Response Time: 2 hours or less Incident with the system that directly affect the functions essential for day-to-day operations for all users of the system.
Medium Response Time: 4 business hours or less The customer’s application is slightly limited. The situation has impaired operations, but most business operations and user productivity continue.
Low Response Time: 8 business hours or less The customer’s application or user productivity are not affected, or it is a procedural issue that is being reported.