Hours Of Operation
fusionSpan has global offices with support staff available to support our customers, in the United States of America (Rockville, MD), Canada(Toronto), and India (Hyderabad, TG).
Our offices are staffed to align with EST and we are able to provide support coverage 8 AM to 6 PM (EST) – Monday to Friday, excluding national holidays observed in the respective locations.
After-hours support may be provided on an as-needed basis with at least 2 weeks advance notice and charged on a time and material basis.
Severity Definitions
fusionSpan will use its best efforts to cure, as described below, reported and reproducible errors related to customer relationship management (CRM). Incidents are defined as errors, issues, or other problematic events related to the operation and management of the production website that are related to existing code base functionality.
fusionSpan utilizes the following four (4) Impact levels to categorize reported incidents. Response times below are the initial reply to the request and are based on the date and time of the initial case submission.
Severity Level 0 (Low) — Non-Urgent
Tickets marked non-urgent will be “scheduled” on a non-priority basis. These are mostly general questions, such as how-tos or other non-urgent requests.
- Example: Request for information, general question, how to, request for documentation
Severity Level 1 (Medium) — Minimal Business Impact
Client requires information or assistance with third party vendors. There is little or no effect on business operations and impacts a single user. Routine requests for administrative or configuration changes incidents and will be addressed on a “best effort” basis.
- Example: Permissions impacting less than 5 users or customers
Severity Level 2 (High) — Some Business Impact
Some major functionality of the CRM is not accessible or unusable for a significant number of users in production. There is a critical impact to the Client’s ability to use the CRM. We will respond to these tickets in 4 business hours.
- Example: Data issues / payment issues for greater than 10 users / customers
Severity Level 3 (Urgent) — Critical Business Impact
Operations of one or more services are severely degraded and there are no acceptable alternative solutions. Significant aspects of Client’s ability to use the CRM are negatively affected by inadequate performance or broken/incorrect functionality. We will respond to these tickets in 2 business hours. Some of these will need to be escalated to Salesforce Tier 3 support by the client.
- Examples: Any impact to all users or all customers.