Support Plans
Tailored solutions for optimal performance
| Severity Level | Service Level | Standard | Advanced | Premium |
|---|---|---|---|---|
Critical System Down Application outage or severe impairment. Users are unable to access the system, or performance degradation is significant and impacts business continuity. | Engagement Time | Within 24 hours | Within 6 hours | Within 3 hours |
| Status Update Frequency | Every 2 hours | Every 2 hours | Every 2 hours | |
| Resolution Objective | Tiger Technology will use commercially reasonable efforts to restore service functionality or provide a viable workaround within 8 hours after issue has been identified. Continuous updates will be provided until service is restored. | Tiger Technology will use commercially reasonable efforts to restore service functionality or provide a viable workaround within 4 hours after issue has been identified. Continuous updates will be provided until service is restored. | Tiger Technology will use commercially reasonable efforts to restore service functionality or provide a viable workaround within 2 hours after issue has been identified. Continuous updates will be provided until service is restored. | |
Important Impaired Functionality Key functionality unavailable with no immediate workaround. Service performance is degraded or partially unavailable. | Engagement Time | Within 48 hours | Within 12 hours | Within 6 hours |
| Status Update Frequency | Every 8 hours, upon customer request | Every 4 hours | Every 4 hours | |
| Resolution Objective | Tiger Technology will target to resolve or mitigate the issue within 24 hours after issue has been identified. Regular progress updates will be shared to ensure transparency throughout the resolution process. | Tiger Technology will use commercially reasonable efforts to restore service functionality or provide a viable workaround within 4 hours after issue has been identified. Continuous updates will be provided until service is restored. | Tiger Technology will use commercially reasonable efforts to restore service functionality or provide a viable workaround within 2 hours after issue has been identified. Continuous updates will be provided until service is restored. | |
Minor Service Request / General Inquiry Minor loss of functionality, configuration request, feature enhancement, or non-critical update. | Engagement Time | Within 96 hours | Within 24 hours | Within 12 hours |
| Status Update Frequency | Upon customer request | Upon customer request | Upon customer request | |
| Resolution Objective | Resolution timelines and next steps will be mutually agreed upon between the Customer and Tiger Technology based on issue scope and complexity. | Resolution timelines and next steps will be mutually agreed upon between the Customer and Tiger Technology based on issue scope and complexity. | Resolution timelines and next steps will be mutually agreed upon between the Customer and Tiger Technology based on issue scope and complexity. | |
| More Information | Contact Sales | Contact Sales | ||
All response and resolution objectives represent commercially reasonable efforts under the Respective Support Plan.
Resolution times may vary depending on the complexity of the issue, customer environment, and third-party dependencies.
Tiger Technology reserves the right to modify response times and communication intervals as part of continuous service improvement, with prior notice to the customer.