Service Level Agreement

At ADVANTIDGE, we have been serving clients for over two decades with deep industry expertise and readiness to support the growing need for security with clients can’t afford to be down. Learn more about how we exceed expectations through our Customer Support Options. See the details of our Service Level Agreement below:

ADVANTIDGE Service Level Agreement (SLA)

1. Introduction

This SLA outlines the terms and conditions of our technical support services for products and solutions purchased through ADVANTIDGE. We are committed to providing you with the highest quality of service to ensure the optimal performance of our products. This SLA defines the scope of our support offerings, response times, and premium support options.

2. Basic Technical Support

2.1 Availability: Basic technical support is available to all customers at no additional cost.

2.2 Communication Channel: Basic technical support is provided through email.

2.3 Response Time: Our goal is to respond to your basic technical support inquiries within one (1) business day during our normal business hours.

2.4 Scope: Basic technical support covers inquiries related to the installation, setup, and general usage of products and solutions purchased through ADVANTIDGE. When available, we may direct you to additional resources to help resolve your issues.

3. Premium Technical Support

3.1 Availability: Premium technical support is available to customers through two options:

a. One-Time Support Ticket: Customers can access premium support on a per-incident basis. This provides direct support to address your issue with a representative from our team. One time support tickets include Training, Desk Fees, Repairs and other service requests.

b. Annual Support Plan: Customers can subscribe to an annual support plan typically referred to as Gold Support Plans (GSP) or Silver Support Plans (SSP). This provides direct support to address issues for the period of coverage with a representative from our team.

b.1 Gold Support Plans have features outlined on your invoice and include physical service or repair of your equipment.

b.2 Silver Support Plans have features outlined on your invoice and include remote support of your equipment.

b.3 Custom & Multi Printer Support Plans have features outlined on your invoice.

3.2 Communication Channels: Premium technical support offers more flexible communication channels, including live phone calls and scheduled meetings with screen sharing capabilities.

3.3 Response Time: For premium technical support, our goal is to respond promptly and initiate troubleshooting within the same business day during our normal business hours.

3.4 Case Management: Premium support includes a dedicated case management system to track the progress of support requests. Customers receive email updates and notifications regarding the status of your case.

4. Business Hours

Our normal business hours for technical support are Monday to Friday, 8:30 AM to 5:00 PM PST.

5. Scope of Support

Please note that our technical support services cover only products and solutions purchased through ADVANTIDGE. If you purchased products through another provider you may be able to access our expert support through one of our premium support options.

6. Exclusions

This SLA does not cover:

6.1. Support for products or solutions not purchased through ADVANTIDGE that do not have a premium support plan.

6.2. Support for issues arising from misuse, abuse, modifications, or external factors from your environment that are beyond our control.

7. Contact Information

For new technical support inquiries, please complete the form at: https://advantidge.com/support-request/

8. Review and Updates

ADVANTIDGE reserves the right to review and update this SLA periodically. Any changes will be communicated to customers and posted here.

By using ADVANTIDGE’s technical support services, you agree to abide by the terms and conditions outlined in this SLA. If you have any questions or require clarification on any aspect of this agreement, please do not hesitate to contact us using the form at the link above.

Thank you for choosing ADVANTIDGE as your trusted technology partner.