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Customer Support

For our customers that choose to license one of our solutions and host it themselves, we offer our Silver support package with our license maintenance and support option. Voxiva customers deploying a solution on Voxiva's Pyramid Platform, and utilizing our ASP services, are given the option of selecting from one of three Support Plans that have increasing support levels.


Services Silver Gold Platinum
Application Availability
(monthly - not considering planned downtime*)		 99% 99.5% 99.5%
Helpdesk Coverage 12x5

7:00 AM to 7:00 PM EST Mon-Fri		 24x7 24x7
Account Management      
Named Support Analyst     X
Data Management      
Data backup X X X
Standard backup schedule Daily-Incremental
Weekly-full		 Daily-Incremental
Weekly-full		 Daily-Incremental
Weekly-full
On-site retention period 1 month 1 month 2 month
On-site Recovery Point Objective Last available backup proceeding request X X
On-site time to begin restore 8 hrs 6 hrs 4 hrs
Off-site archival     X
Off-site Retention period     5 yrs
Off-site Recovery Point Objective     End of any month within retention period
Off-site time to begin restore     24 hrs
Systems Support (ASP Option only)      
Physical hands support   X X
Physical hands response time   2 hrs 1 hr
System Monitoring X X X

For more information on these support packages, including pricing, please contact us at info@voxiva.net
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