Service Level agreement
713-783-8886
newproject@sunnet.us
- Regular response time: Work submitted between the business hours of 9:00am- 4:00pm, will receive a response within eight (8) business hours.
- Emergency Support lines:
- Emergency line during work hour: 713-783-8886
- Emergency line after work hour 713-360-9898 and leave a message.
- System uptime: 99.9%
- Working with an experienced staff with extensive knowledge of HUB TX
- Using SunNet PM which allow customers to log in, create tickets, and monitor statuses
- Provide customer support and guarantee a response time within 3 business hours
- Free customer support
- Free training
- Free upgrade for the modules which have been purchased
- Emergency: Emergency defect will be started immediately upon received.
- High: High level defect will be started within one business day after received
- Medium: Medium level defect will be started within three business days after received
- Low: Low level defect will be started based on resources availability schedule