Specifications on EMERGENCY Priority and Extra Charges

Specifications on EMERGENCY Priority and Extra Charges

This document is referenced by Operative Support, Backups and Updates Service Agreement (SBU)

Since help.novohit.com came live in 2012, we've upgraded our support Service Level Agreement and been able to reduce response times by 30%. In average, our support specialists respond operative support requests within 2.5 hours regardless of the priority.

Criteria for Extra Charges on Support Service

Our SLA indicates details on which services apply extra cost, this document is intended only to clarify motivations.

Novohit Technical Support

As stated in our SLA, the client is responsible of enabling and maintaining hardware, electric wiring, networks and peripherals. Novohit provides with directives and technical instructions. Novohit does not sell or distribute third party hardware and does not provide maintenance over such equipment unless explicitly stated by our staff via ticket. 

Thus, Technical Support might apply extra cost when our team must implement, enable or provide maintenance over technical equipment, even if remotely via Software access.

Emergency Priority Policy

We've published a simple and clear criteria to be applied by our staff of Justifiable Emergency Priorities for support tickets. Please take time to read it before posting.

Unjustified EMERGENCY tickets are subject to additional cost.

    • Related Articles

    • SLA Novohit Support Backups Updates Monitoring SBUM Service Agreement

      The following document details the SLA (Service Level Agreement) of the recurring agreement for Support, Backups, Upgrades and Monitoring Services (SBUM). 1. Services Included Operational support (*) by our multidisciplinary and certified team for ...
    • Test Environment Policy - SLA

      Novohit has test environments that allow operating conditions similar to the current one to be replicated. These test environments can be used by our Support Staff to review cases or requests and test new features before implementing them. Sometimes ...
    • Meetings & Consulting Services Policy - SLA

      In order to support the quality of the dedicated service, the meetings requested may be considered as additional consulting with a charge per man hour, since in most cases they are not included in the SLA Novohit Support, Backups, Upgrades and ...
    • How We Handle Feature Requests - SLA Feature Request Policy

      Novohit and HotelRSV is a comprehensive ERP Software used by several organizations all around the world. That means we receive a lot of great feedback, suggestions and wishes from customers of all shapes and sizes. Unfortunately, this means we need ...
    • Universal Commercial Terms Novohit

      DEFINITIONS NOVOHIT INTERNAL PLATFORM The concept "NOVOHIT INTERNAL PLATFORM" is defined as follows: the Novohit software platform or service with URL access, e.g. https://mycompany.novohit.com or https://mycompanynovohit.net, which must be submitted ...