All support request must be made utilizing the online support portal https://support.sociumdigital.com or by emailing helpdesk@sociumdigital.com.

Any support request emailed directly to a SociumDigital employee will not be accepted and does not fall under the standard SLA.

All support request opened via the Support Portal will follow the SLA Below:

* EXAMPLE:  Tickets should be marked URGENT Priority if a mission critical issue has caused a complete stoppage of work by the organization. If it is determined the ticket is not URGENT there will be a onetime fee assessed not to exceed $250.00 per incident/request.

SLA DEFINITIONS

• Priority – Urgency Level of the Issue
• Respond Within – The time SociumDigital must respond to the request.  Response may come in the form of an automated message, email, phone call text message etc.
• Resolve Within – The time SociumDigital must resolve the support request.  This may be adjusted based on initial investigation performed by SociumDigital
• Operational Hours – Calendar Hours VS Business Hours.  All support request are based on Business Hours/Days with the exception of URGENT support request which are based on Calendar Hours/Days
• Business Hours – Monday – Friday 8:00AM – 5:00PM (EST)
• Calendar Hours – 24 Hours, Sunday – Saturday

NOTE:  If it is determined the ticket is not URGENT there will be a onetime fee assessed not to exceed $250.00 per incident/request.