SLA Times
| Priority | Description | Examples | Response Time | Resolution Target |
|---|---|---|---|---|
| P1 | An issue affecting one or more users within a critical business function for which there is not an acceptable workaround. | Data Center outage, major power outage, file/database server down | 15 min – Issue must be called into Pick Cloud support number. | 1 hour |
| P2 | Performance levels have degraded below acceptable limits, but there exists a workaround. | Critical application access issues: Internet access (unrelated to connectivity) | 30 min - Issue must be called into Pick Cloud support number. | 2 hours |
| P3 | Service degradation | Connectivity configuration, password resets, file or application restores | 2 hours | 4 hours |
| P4 | Usage questions or informational requests | Non-problem related informational requests. | 4 hours | 24 hours |
Support Contact Information
| Name | Role | Phone | |
|---|---|---|---|
| Pick Cloud Support Desk | Support | (949) 415-7778 | support@mypickcloud.com |
*Pick Cloud, Inc. provides support from 8am-5pm Pacific Time Monday through Friday unless otherwise discussed. Customer should always use the Pick Cloud, Inc. support number to obtain urgent support.