Premium Support

Blitzz offers Premium Support for both Developer and Enterprise Editions of Replicant which includes the following:

• 24/7 support

• 1 hour response time for P1 incidents

• Emergency Patches 

• Full application support from development to operations

Premium 24/7 Support Terms

Blitzz will provide updates, upgrades, patches, enhancements and bug fixes for the Software on a timely basis and provide Technical Support to Customer via electronic mail and/or telephone on a 24/7/365 basis (“Support Hours”). 

Customer will classify Support issues by severity level. Blitzz will acknowledge a Customer’s properly submitted support ticket and commence Support efforts based upon the severity level as set forth below during Support Hours. Blitzz will make commercially reasonable efforts to engage Customer in a live/near-live support conversation on P1 and P2 Incidents on a 24/7 basis.

P1-P4 Levels

P1 – Critical:

If there is a system outage (customer cannot perform critical business function), our response time will be within 60 minutes and an update frequency of 3 hours.

P2 – High:

If there is a performance impact (customer can perform critical business function but performance is impaired), our response time will be within 3 hrs and a daily update frequency.

P3 – Medium:

Our response time will be within 6 hrs, and an update frequency of 24 hours. 

P4 – Requests:

Our response time will be within 10 hrs, and an update frequency of 24 hours.