
Sapient's team of network, infrastructure and support engineers ensures that ResultSpace managed service customers maintain reliable and secure access to ResultSpace. Our hardened and state of the art hosting facility provides robust physical security and we utilize fully redundant server and storage infrastructures to ensure maximum uptime and robust disaster recovery capabilities. When issues do occur, our support team works closely with engineering to resolve them quickly. Sapient backs up our support with defined service levels letting you know exactly what to expect.
Each subscription to our ResultSpace managed service includes our standard support. A premium support option is available for those requiring greater uptime and incident response time guarantees.
| Standard Support | Premium Support | |
| Support Services | ||
| System availability | 99% | 99.75% |
| Designated customer contacts | 2 | 5 |
| Support hours | 8x5 EST, Mon-Fri | 24x5, Mon-Fri (24x7 for system availability issues) |
| System monitoring | 24X7 | 24x7 |
| Email support | 8x5 EST, Mon-Fri | 24x5, Mon-Fri |
| Online issue tracking | 24x7 | 24x7 |
| System upgrades, patches and maintenance | Included | Included |
| Response Time | ||
| Priority 1: Critical | 4 Hours | 60 Minutes |
| Priority 2: Major | 24 Hours | 8 Hours |
| Priority 3: Minor | 3 Days | 24 Hours |
Optional support offerings