These metrics apply during normal business hours from 8a.m. to 8p.m. on business days, excluding holidays. All times listed are in business hours / days and are subject to normal hours of operation as well as scheduled and emergency closings. If you need faster response, please consider asking us about Emergency Service.
First Response Goals
|Service Level||Response Goal|
|Free Support||2 Days|
|SupportPlus||1 Day / 12 Hours|
|SupportPrime Hero||6 Hours|
|SupportPrime Demigod||4 Hours|
|SupportPrime Immortal||2 Hours|
|Emergency Calls||1 Hour|
|Sales Requests, Orders, or Changes||4 Hours|
Case Resolution GoalsIt's our continuing goal to resolve every open case by the end of the week. However, cases may be opened late in the week or they may represent a long-term effort or intermittent issue, and thus may take longer to resolve.
Case resolution times may vary greatly based on the complexity of the matter at hand, technical difficulty, and actual severity. Please understand that the following goals are not necessarily applicable to every type of case. Thus, these general goals will be developed in more detail to ensure that we are setting proper metrics based on the level of effort and other factors.
|Service Level||Severity A||Severity B||Severity C|
|SupportPlus||1 Week||10 Days||2 Weeks|
|SupportPrime Hero||3 Days||1 Week||2 Weeks|
|SupportPrime Demigod||2 Days||1 Week||10 Days|
|SupportPrime Immortal||1 Day||3 Days||1 Week|
|Emergency Call||1 Day||2 Days||3 Days|
|Sales Requests, Orders, or Changes||1 Day||3 Days||1 Week|
Scope, Scheduling, and Follow-up GoalsBusiness processes establishing stages for Scope, Scheduling, and Follow-up are currently in development and to be determined at a later date. Please check back here for additional information when those SLA metrics have been implemented.
What happens when we miss our goals?
It's regrettable, but sometimes we don't always live up to our own expectations.
If we exceed the above metrics for responsiveness or case resolution, your case will be reviewed for possible remediation including inclusion of additional technical resources, involvement with staff from our vendors and/or technical partners, escalation to a higher support tier, or other corrective actions.
Service Level Quick ReferenceIf you're not sure to which Service Level your company is entitled, you may review your account in Nimbus or feel free to ask us any time.
Meanwhile, here's a quick reference that may be of assistance to you.
|Service Plan(s) or Subscriptions||Service Tier|
|No Existing Business Relationship||Free Support|
|Office 365 or Microsoft 365 Subscriptions purchased through Liquid Mercury Solutions||SupportPlus|
|Admin 365 on Demand / Legacy Service Plans||SupportPrime Hero|
|Event Horizon Co-managed Cloud (formerly Enterprise on Demand)
SharePoint On Demand
Dynamics On Demand
|Event Horizon Managed Infrastructure / Endpoint
SharePoint On Demand, Enterprise
Dynamics On Demand, Enterprise