Support Response SLAs for Enterprise

Critical applications need immediate support

Technical Support Issue

While ConstructVR makes every attempt to respond to issues in a timely manner, we understand that your high priority projects need access to immediate support.

When working with world-class companies where deployment support and availability are paramount to the success of your project, our support staff is dedicated to seamlessly scaling your deployments. We have provided a list of resources that can augment your deployments and help ensure your project is a success.

Technical Support Quick Links:

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Initial Response Times

SeverityIssue DescriptionCharacteristicsStandardPremiumEnterprise
1

A severity one (1) issue is a problem that occurs which prevents business operations.

  • Critical functionality is unavailable with no procedural workaround.
  • Loss of production data.
  • System crashes/hangs.
2 hours2 hours1 hour
2

A severity two (2) issue is a problem that occurs which severely impacts business operations.

  • Critical functionality is working at a severely reduced capacity.
  • Significant impact to customer's business operations and productivity.
  • Loss or interruption of service.
8 hours8 hours4 hours
3

A severity three (3) issue is a problem that occurs which either causes partial or non-critical loss of functionality.

  • Functionality is working at a partially reduced capacity.
  • Easy circumvention by the end user.
  • Loss of non-critical functionality.
12 hours12 hours12 hours
4A severity four (4) issue is a question, feature recommendation, documentation error or other non-impacting issue.
  • Current functionality works as ConstructVR intended.
  • No impact to the end user.
  • Question or recommendation.
24 hours24 hours24 hours

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Support Packages Side-by-Side Feature Comparison

Support FeatureStandard SLAPremium SLAEnterprise SLA
Self-help documentation
Weekday coverage
Weekend coverage (24/7)
Escalation Procedures
Dedicated Account Manager
Phone Support
Issue Status Reports
Regular Health Checks
Post-Incident Reports
1 Hour Mission Critical Response *

See how we speed up your deployments.

Or call us with your questions.

1-360-627-1278

Case Study

See how we coordinated employees at 2,200 T-Mobile storefronts.

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Interested?

Reach out to see how we can help with your high-priority deployments.

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Support Features & Benefits

  • Self-help documentation - You have access to our growing number of online self-help resources that answer:
  • Weekday coverage - You have access to our weekday support (excluding holidays) during regular office hours (7 am to 7 pm PST).
  • Weekend coverage (24/7) - You have access weekend and weeknight support and monitoring.
  • Escalation Procedures - Your escalation process, call back timelines and after hours process are clearly defined based on the severity of each issue. We also collaborate with your team to determine an escalation process within your team.
  • Dedicated Account Manager - You are assigned a dedicated account manager to directly assist you with any questions/issues and (if requested by you) schedules regular meetings with you and your team to clarify goals and achievements. Your account manager clarifies your questions/issues and give you updates on the resolution status.
  • Phone Support - Our phone support removes the infrastructure support the burden from your team:
    1. You receive a 24/7 customer support number so you can connect with a senior support staff. Our senior support staff are highly accustomed to screen-sharing sessions and have advanced technical/soft skills to aid you with complex deployments and mission critical issues.
    2. Our 24/7 customer support number can be contacted by your customers/employees to troubleshoot installations and inquiries.
  • Issue Status Reports - You receive regular status reports on your Mission Critical Issues. Note: status reports are more frequent for Severity 1 issues.
  • Regular Health Checks - Our team reviews your application's health regularly and report any anomolies with your app deployment status.
  • Post-Incident Reports - This is available by your request on a per incident basis.
  • *1 Hour Mission Critical Response - In the rare occasion that a deployment issue blocks your team's workflow, we respond within 1 hour for Severity 1 issues.

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See how we speed up your deployments.

Or call us with your questions.

1-360-627-1278

Case Study

See how we coordinated employees at 2,200 T-Mobile storefronts.

Learn More

Interested?

Reach out to see how we can help with your high-priority deployments.

Contact Us