Designated Customer Contacts:  Only designated customer contacts are eligible to receive support services from StoneArch and are defined as Designated Customer Contacts.  These individuals must have the authority and access to perform administrative functions, execute commands and provide system files to StoneArch.

Assigned Account Managers and Technical Support Resources:  Each customer is assigned a StoneArch Account Manager who is responsible for making sure you receive the personalized support you need.  Account Managers are backed up by a group of technical support resources. Technical support resources are your first response contact when you have support needs.

Support Details: The table below details the hours of support, the response time and the solution response time for any issue or question you may have.

Severity Level One (Urgent): A severity one (1) issue is a production problem which severely impacts the client’s production systems and no work around exists.

Severity Level Two (High): A severity two (2) issue is a problem where the client’s system is functioning at a severely reduced capacity. The situation causes significant impact to client’s business operations.

Severity Level Three (Medium): A severity three (3) issue is an issue which involves non-critical functionality loss that allows the client to continue to function.

Severity Level Four (Low): A severity four (4) issue is for a non-critical or cosmetic problem which does not impact the use of the software application in any material. This includes documentation errors.