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.
|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|