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Support

 

Technical Support:  (800) 211-5419
support@criticaltech.com

iMagio customer service representatives are available during normal business hours (7-7 US Central Time). Around-the-clock customer service is available for an additional fee. However, in all events we commit to the following response times according to problem severity.

 

Severity

Response Time

Resolution Goal

Update Frequency

Level 1 - HIGH - Problem causing the iMagioSystem to be unavailable. Work cannot continue. 

15 minutes

1 hour

30 minutes,
or as circumstances warrant

Level 2  MEDIUM  iMagio System is usable, but problem is causing material annoyance.  Work can continue, but is materially affected. 

1 hour

1 day

Daily,
or as circumstances warrant

Level 3  LOW  iMagio System is usable, but problem is causing moderate or minor annoyance.  Work can continue, but is affected by problem.

1 business day

1 business week

Weekly,
or as circumstances warrant

Level 4  ENHANCEMENT  iMagio System is usable, but customer would prefer different functionality than standard features.

1 day

Next Release

Quarterly,
or as circumstances warrant