Support
Contact eMAM Cloud Support
For any technical assistance or queries, please contact eMAM Cloud Support through any of the following means:
Email: support@emamcloud.com
Portal/Chat: https://www.emamcloud.com/support/
Support Tiers
Tier 1: eMAM Support Team
Portal/Chat: https://www.emamcloud.com/support/
email: support@emamcloud.com
Tier 2: Technical Support Manager
Tier 3: IT Director
Tier 4: President
Service Level Agreement SLA
Response time will be guided by the support package (Platinum, Gold or Silver) purchased by the customer and the priority of the issue.
Platinum 24 hours, 7 Days a week | ||
Severity | Initial Response | Subsequent Responses |
Urgent | 30 minutes | Every 1 hour. |
High | 30 minutes | Every 2 hours |
Normal | 1 hour | Every 36 hours |
Low | 1 hour | Weekly |
| ||
Gold 24 hours MON-FRI (EST) | ||
Severity | Initial Response | Subsequent Responses |
Urgent | 2 hours | Every 3 Hour. |
High | 2 hours | Every 5 hours |
Normal | 4 hours | Every 48 hours |
Low | 4 hours | Weekly |
| ||
Silver 09:00AM to 06:00PM EST MON-FRI | ||
Severity | Initial Response | Subsequent Responses |
Urgent | 4 hours | Every 8 Hour. |
High | 4 hours | Every 24 hours |
Normal | 8 hours | Every 48 hours |
Low | 24 hours | Weekly |