Severity Levels & Response Times
Overview
At Evercoast, we are committed to providing high-quality support to ensure a seamless experience with our software. Whether you're a customer under a Premium Support plan, an Enhanced Support plan, or you require Adhoc Support, our team is here to assist you.
This page provides details on our support policies, service levels, and how to request assistance. If you require support, please submit your request, and our team will respond based on the defined service levels.
Log an IssueContact us if you need support and want to log an Issue.
Support Hours
All support, maintenance, and error resolution services are performed during the following hours:
📅 Monday – Friday (except U.S. holidays)
⏰ 6:00 AM – 8:00 PM ET
U.S. Holidays are as follows:
- New Year’s Day (January 1)
- Martin Luther King Jr. Day (Third Monday in January)
- Presidents’ Day (Third Monday in February)
- Memorial Day (Last Monday in May)
- Independence Day (July 4)
- Labor Day (First Monday in September)
- Veterans Day (November 11)
- Thanksgiving Day (Fourth Thursday in November)
- Christmas Day (December 25)
For after-hours support or for Basic Support customers who need a one-time premium support level service, see our Adhoc Support section below.
Enhanced Support
Customers under a Enhanced Support plan receive support within standard business hours with longer response and resolution times than Premium Support. Issues are categorized by severity to prioritize critical problems while ensuring all reported issues receive attention.
Level 1 Severity – Critical System Failure
📌 Definition: The software fails to function, causing the system to crash or become inoperable.
⏳ Response Time: Within 24 hours
🛠 Resolution Time: A patch, workaround, or fix will be provided within 2 business days or otherwise as quickly as possible.
Level 2 Severity – Major Functional Impact
📌 Definition: The software is operational but experiences a significant issue that affects performance or usability.
⏳ Response Time: Within 48 hours
🛠 Resolution Time: A patch, workaround, or fix will be provided within 4 business days
Level 3 Severity – Minor Functional Impact
📌 Definition: The software remains functional, but there is an inconvenience, non-critical bug, or degraded experience that does not significantly impact workflow.
⏳ Response Time: Within 3 business days
🛠 Resolution Time: A patch, workaround, or fix will be scheduled in a future release, subject to prioritization.
Premium Support
For customers who have an active Premium Support plan, Evercoast offers an expedited response time and prioritized issue resolution.
Level 1 Severity – Critical System Failure
📌 Definition: The software fails to function, causing the system to crash or become inoperable.
⏳ Response Time: Within 2 hours
🛠 Resolution Time: A patch, workaround, or fix will be provided within 1 business day or otherwise as quickly as possible.
Level 2 Severity – Major Functional Impact
📌 Definition: The software is operational but experiences a significant issue that affects performance or usability.
⏳ Response Time: Within 8 hours
🛠 Resolution Time: A patch, workaround, or fix will be provided within 2 business days
Level 3 Severity – Minor Functional Impact
📌 Definition: The software remains functional, but there is an inconvenience, non-critical bug, or degraded experience that does not significantly impact workflow.
⏳ Response Time: Within 1 business day
🛠 Resolution Time: A patch, workaround, or fix will be scheduled in a future release, subject to prioritization.
Summary of Support Severity Levels & Response Times
| Severity Level | Definition | Enhanced Support Response Time | Enhanced Support Resolution Time | Premium Support Response Time | Premium Support Resolution Time |
|---|---|---|---|---|---|
| Level 1 – Critical System Failure | The software fails to function, causing the system to crash or become inoperable. | 24 hours | 2 business days | 2 hours | 1 business day or as quickly as possible |
| Level 2 – Major Functional Impact | The software is operational but experiences a significant issue that affects performance or usability. | 48 hours | 4 business days | 8 hours | 2 business days |
| Level 3 – Minor Functional Impact | The software remains functional, but there is an inconvenience, non-critical bug, or degraded experience that does not significantly impact workflow. | 3 business days | Scheduled in a future release, subject to prioritization | 1 business day | Scheduled in a future release, subject to prioritization |
Adhoc Support
Evercoast provides Adhoc Support for customers who are not under a support plan or require immediate assistance outside of standard Priority Support.
Adhoc Support Details:
📞 Includes: Calls, video calls, and rapid response similar to Premium Support.
💵 Standard Rate: $500/hour during normal support hours (billed in 1-hour increments).
🌙 After-Hours Rate: $1,500/hour (billed in 1-hour increments).
⏳ Scheduling: We strive to accommodate urgent requests but kindly ask for at least 2 business days’ notice.
To request Adhoc Support, submit a request through the support form and specify "Adhoc Support" in your description.
Evercoast is not obligated to provide Adhoc Support; however, we will always make our best effort to accommodate requests. Availability may be limited based on existing commitments, resource constraints, or other operational factors.
Cooperation and Communication
Both Evercoast and the Licensee agree to provide reasonable cooperation and share relevant information to help diagnose and resolve reported issues efficiently.
Licensees are required to use Evercoast’s designated tools and processes to submit issues and communicate with support staff. These processes may be updated from time to time.
Need More Help?
If you have questions about our support policies or need urgent assistance, please reach out through the embedded support form or contact our team directly at:
We look forward to assisting you!
Updated 3 months ago