Service Level Agreements

VITALITY offers the best customer service in our industry.

Service Level Packages

FREE

In-Platform

Phone Support

Dedicated Support

Silver

In-Platform

Phone Support

Dedicated Support

Gold

In-Platform

Phone Support

Dedicated Support

  FreeSilverGold
In-PlatformWalk ThroughsXXX
Live ChatXXX
Support TicketsXXX
Phone SupportM - F 6AM - 9PM MSTXXX
Dedicated SupportTraining WebinarsXXX
On-Boarding Sessions24Unlimited
Virtual Training SessionsUnlimited
Dedicated CSMX
Response TimesLevel 4 - Minor4 Business Days3 Business Days2 Business Days
Level 3 - Moderate2 Business Days1 Business Day6 Business Hours
Level 2 - Urgent1 Business Day4 Business Hours2 Business Hours
Level 1 - Critical4 Business Hours2 Business Hours2 Hours
Resolution TimesLevel 4 - Minor2 Business Weeks1 Business Week5 Business Days
Level 3 - Moderate1 Business Week4 Business Days2 Business Days
Level 2 - Urgent2 Business Days1 Business Day6 Business Hours
Level 1 - Critical1 Business Day4 Business Hours4 Hours

Support Response & Resolution Definitions

Level 4 - Minor

Minor problem or concern that does not materially affect Subscription Service’s functioning, or enhancement requests.

Level 3 - Moderate

Lesser business impact: (1) Core platform functions are available only with a workaround that materially inconveniences Clients; or (2) less significant features are unavailable with no reasonable workaround.

Level 2 - Urgent

Severe impact: the Subscription Service is usable for most or all core utility billing functions, but the error or problem causes significantly decreased Client productivity, such as periodic work stoppages or software feature crashes. No reasonable workaround is available.

Level 1 - Critical

Subscription Service is down; Client or a material number of Vitality Users are unable to use the Subscription Service for any productive purpose.

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