Advisor360 Express Support - Operating Hour & Service Level Agreement

At Advisor360 Express, we strive to provide timely and quality support.  Not all issues should be treated with the same level of urgency and severity. As a result, please review our Service Level Agreement (SLA) below for examples of issues, their impact, and our commitments to you.

At Advisor360 Express, we strive to provide timely and quality support.  Not all issues should be treated with the same level of urgency and severity. As a result, please review our Service Level Agreement (SLA) below for examples of issues, their impact, and our commitments to you.

I. What is our support staff coverage hours?
The Advisor360 Express platform is available 24/7. There is automated ongoing monitoring to ensure your system is running at peak performance with minimal down times. Access to dedicated support staff is available between 9 AM (EST) - 5PM (EST) Monday to Friday (excluding public holidays). Between these hours, contact to our live support team is available via [e-mail] or through our Chat service.

II. What are the response times I can expect for the tickets I log to Support?
Please see below:

Severity Level	Nature of Impact	Response SLA
CRITICAL	CRITICAL issues are production issues affecting all or a majority of your users. Examples are: System unavailable, system crashes or hangs continuously. Customer business disruption with no workaround available. Ex. Unable to access the production environment, data corruption with multiple applications, making them inaccessible/unusable.	Timeline: 15 minute initial response Method: An email sent to our Support ([e-mail]) will result in quickest turnaround, along with calling our support phone number. Please Call: 1(888) 360-8488 and wait for an operator or leave a voice mail (in case of a voice mail please leave your contact name, number, describe the issue with as much detail as possible and also try to include the reference ticket# you have received after submitting an email) Guarantee of Service: Advisor360 is dedicated to doing everything in their control to fix the issue the same business day(or within 12 hour) it is reported. The Investigation Process is as below: Report--> Investigation--> Resolution. Advisor360 is committed to providing you with timely updates on the status of the investigation until resolution is found.
SEVERITY 1	Severity 1 Issues mean an major service functionality is impacted, resulting in degradation of experience and an inability to complete a transaction or a document signing process by your end client. Note: There is no workaround available in a Severity 1 issue. Ex. - multiple transactions of a specific type are unable to be completed by signers or staff - integrations fail to run without error on all transactions	Timeline: 30 Minutes​ initial response Method: Use of Zendesk ticketing system will provide the fastest turnaround for Severity 1 issues. Guarantee of Service: Advisor360 is dedicated to helping you resolve the issue with you or your end client to assist them in completing a transaction. We are dedicated to helping you remove the barriers to completing transactions within 24 hours of the issue report. In the case that the issue triggers an investigation, we will prioritize having the transaction completed and will follow the investigation process as below: Report → Investigation → Resolution. Advisor360 is committed to providing you with timely updates on the status of the investigation until resolution is found.
SEVERITY 2	Severity 2 issues affect performance but may not affect all users and do not prevent a transaction from being completed. Note: A temporary workaround is available for a Severity 2 Issue. Ex. - A field is marked as “not required” when it should be marked as required. - A transaction appears in a different status on the Workspace than expected.	Timeline: 2 hours​ initial response Method: Use of Zendesk ticketing system will provide the fastest turnaround for Severity 2 issues. Guarantee of Service: Advisor360 is dedicated to helping you with your issue. Severity 2 items can often trigger a discussion that is either training related or requires scoping to fully understand. We will prioritize the issue based on our ability to find a resolution. If the issue requires investigation, we will follow the process below: Report → Investigation → Resolution. If the item requires review from Product, the ticket will follow the workflow below: Report → Investigation → Product Review → Schedule to Roadmap or Not Scheduled on Roadmap → Customer Update Estimate Resolution:  72 hours or 3 days​ Advisor360 is committed to providing you with timely updates on the status of the investigation, but should the issue require product review, it will follow a longer workflow and may or may not be added to our product roadmap. until resolution is found.
SEVERITY 3	Severity 3 issues are largely cosmetic and do not materially effect the performance of the platform. This could be a question about the platform, a change request or a cosmetic update request. Note: Acceptable Workarounds are available. Ex. - How do I rewind a transaction? - Can we have our email templates changed? - Updates to our forms are required.	Timeline: within 24 hours​, initial response Response Method: Use of Zendesk ticketing system will provide the best method of tracking these requests. Should this be a CR, your CSM will likely be involved should the request be > 1 hour of work. Guarantee of Service: Advisor360 is dedicated to helping you with your question or request. Severity 3 items can often be solved with a knowledgebase article or training video or in the case of a change request, may require a full scoping discussion. If the issue requires investigation, we will follow the process below: Report → Investigation → Resolution. If the item requires review from Product, the ticket will follow the workflow below: Report → Investigation → Product Review → Schedule to Roadmap or Not Scheduled on Roadmap → Customer Update Estimate Resolution:  10 days​. Advisor360 is committed to providing you with timely updates on the status of the investigation, but should the issue require product review, it will follow a longer workflow and may or may not be added to our product roadmap. If the request requires product review, we will provide updates upon inquiry only.

Should you have any questions on how to categorize your tickets, please reach out to our Customer Success for further information.

Thank you, and we look forward to serving you!