PAYG Support is available in normal Irish Standard Time business hours, Monday to Friday (9.00 – 5.30 pm), excluding Public Holidays. Response times are measured from the time you create the PAYG Support Ticket by emailing [email protected] or contacting Automsoft Support through the Automsoft website here.
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| Priority Level | Description | Initial Response Time | Completion Deadline | Additional Requirements |
|---|---|---|---|---|
| Severity 1 | Software Failure has a critical impact on your business | 1-4 hours | 24 hours | Automsoft shall immediately and continuously work on the problem until a Resolution is provided. |
| Severity 2 | Software functionality is severely impaired, having a critical impact on your business operations. | 1-4 hours | 48 hours | Automsoft shall immediately and continuously work on the problem until a Resolution is provided. |
| Severity 3 | Software operates with impaired functionality or causes degraded performance without having a critical impact on your business operations. | 1 Business day | 3 Business days | |
| Severity 4 | Software defect causes minor inconvenience. | 1 Business day | With next release of the product |