Support Policy
Horizon3.ai provides differentiated support services based on the service level purchased. Support requests can be made 24/7 via the help options within NodeZero or through the Customer Support Portal.
Support will be provided in accordance with the severity levels and targeted initial response times listed below.
Support Service Level Objectives for Initial Response
| Standard | Enhanced | Premier | |
|---|---|---|---|
| Support Hours | M-F, 9am-5pm | 24/5 M-F | 24/7 (Weekend limited to Sev1) |
| Sev1 - Response Time | 2 business hours | 1 hour | 30 minutes |
| Sev2 - Response Time | 8 business hours | 2 hours | 1 hour |
| Sev3 - Response Time | 1 business day | 8 hours | 4 hours |
| Sev4 - Response Time | 2 business days | 1 business day | 8 hours |
| Case Routing Prioritization | Standard | Higher | Highest |
After initial response, Horizon3.ai will attempt to provide a solution using reasonable efforts based on the severity of the problem. Horizon3.ai does not guarantee resolution times, and a resolution may consist of a fix, workaround, or other solution.
The issue severity level will be determined by Horizon3.ai at its discretion using the guidelines provided below.
| Severity Level | Description |
|---|---|
| Sev1 - Critical | Production services are down or unusable for all users of the platform with no workaround available |
| Sev2 - High | Production services, core features, or specific users are severely impacted with no workaround available |
| Sev3 - Normal | Minor impacts on production services or users with core or secondary features affected. Higher severity issues where a workaround is available. |
| Sev4 - Low | Issues that do not impact production, administrative requests, or inquiries into product features or functionality |
End of Support Policy
Horizon3.ai will provide technical support for individual pentests for up to 12 months after the pentest completion date.