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Support/Kryptiq Support Policies/After Hours Support

After Hours Support

Article ID 1435
Last Review 04/10/2008
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The Kryptiq After Hours Support Policy is designed to provide support for customers seeking additional help outside of normal business hours; typically to support a ‘go-live’ or a production upgrade. 

After Hours Support is defined as any support that a customer requires that is outside of 6am to 5pm PST Monday through Friday, or any time on the weekend or Kryptiq holiday. 

To request After Hours Support, a customer should send a request via email to support@kryptiq.com a week prior to the time requested, with a description of the work requested and when the customer would like the work performed.  We request that the customer narrow the time requested to a specific window of no less than 3 hours.

Kryptiq will then identify the appropriate personnel to support the customer during the After Hours request.  This information will be confirmed in writing.

The customer will be charged a minimum of three hours for After Hours Support even if less time is actually required. In the event that the scheduled activities take longer than the allotted 3 hour minimum, the customer will be charged for the minimum 3 hours plus any additional hours that are worked.

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To submit a support request please use: Support Request Form or eSM Support Request Form.
Article: After Hours Support