Overview
This article provides an overview of support resources available from Nuclei.
Support Resources
Nuclei Help Center
The Nuclei Help Center is available 24 hours a day at https://support.nuclei.ai.
Email Support
Email support is available within the Time of Performance and Response Time SLAs outlined below.
To open an email case, please visit the Nuclei Help Center and select "Submit a request".
Time of Performance and Response Time
Incident Report
Monday to Friday, 08:00 - 20:00 Eastern US, except for PRIO 1
Time of Performance
Monday to Friday, 08:00 - 20:00 Eastern US, except for PRIO 1
Fault Priority Class and Support SLAs
Nuclei will make all reasonable efforts to provide Nuclei Services within agreed and below-mentioned Response Times.
Generally, all Response Times are effective from the creation time of any incident report issued by a Partner or Customer according to the Fault Priority Classes outlined below:
Fault Priority Class | PRIO1 | PRIO2 | PRIO3 | PRIO4 |
Response Time (after Incident Report) |
1 hours | 4 hours | Same working day | Within 1 working day |
Beginning of Remote Support | 4 hours | 8 hours | Within 1 working day | Within 3 working days |
The Time of Performance for incidents of Fault Priority Class "PRIO1" is as follows:
- Incident Report: Monday to Sunday, 00:00 to 24:00
- Time of Performance: Monday to Sunday, 00:00 to 24:00
Definitions
PRIO1
- Incident, which completely impairs usage of the system in its main functions.
- Any incident that results in loss of recording functionality or data, or if allowed to persist would result in such recording loss.
- Loss of the CTI-connectivity to a PBX, loss of API Interface connectivity when used to start and stop recording
- Loss of the connectivity to the database
- Any incident that results in any data corruption causing a failure of the Solution or Solution Component to process data
PRIO2
- Incident, which significantly degrades usage of the system in its main functions
- Any degradation in recording capacity or traffic handling capability
- Any degradation of the system’s ability to provide applicable alarms
- Any incident that results in loss in the ability to search and replay recordings
- Loss of API interface connectivity
- Any kind of failover (DB, Recording, EC) or loss of one recording entity during parallel recording.
PRIO3
- Incident, which impacts usage of the system functionality.
- Degradation of access for routine administrative capability
- Any incident not listed above which impacts system functionality
PRIO4
- Incident, which does not impact system functionality.
- A software incident which does not affect system functionality
- Any incident or request that is not captured in the previous levels
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