ServiceChannel Support Hours of Operation and Service Level Agreement

ServiceChannel Help Desk Hours of Operation:

Monday - Friday, 7:00am - 7:00pm Eastern Time

ServiceChannel's Call Center is available 24 hours a day, 7 days a week.

 

ServiceChannel Service Level Agreements:

Templates

Template creation requests are created within 3-5 business days. Should a template require advanced processing, ServiceChannel Support will communicate the progress with you every business day, until the template is completed.

Template processing requests are processed in 1 business day. Should the template processing request be extremely large, or has either errors or permission issues, ServiceChannel Support will notify you regularly until the template is processed.

 

ServiceChannel Priority Levels

Normal

Regular support issues such as system questions, changing settings, or updating information. Upon contacting ServiceChannel Support, you will receive a first response from an agent within 4 business hours of us receiving the request, with continuous updates every 48 hours until the issue is resolved.

High 

System performance issues such as speed issues. Upon contacting ServiceChannel Support, you will receive a first response from an agent within 2 business hours of us receiving the request, with continuous updates until the issue is resolved.

Urgent

Urgent requests are monitored during and after business hours.

Rare occurrences when the system or a specific functionality is unavailable. A notification is posted on ServiceHealth and an email notification is sent to the opt-in distribution list immediately. Upon contacting ServiceChannel Support, you will receive a first response from an agent as soon as possible, with an explanation of the issue and an estimated time on when the issue will be resolved.