Relentless Focus On Our Customers’ Success
Netis delivers professional technical support and service offerings to support the business objectives and maximize the value of of our customers’ investment.
Service and Support Portals
Web
Phone
Netis Professional Support Services
Netis Service-Level Guidelines
Level | Description | Response Time |
---|---|---|
P1 |
Product problems affect customers’ business production. Refer to but not limited to the following scenario: A customer’s service operation is affected due to product faults (Restful API data interruption) and cannot be recovered; |
Remote response within 30 minutes and follow-up within 2 hours |
P2 |
Products are completely unavailable or most functions and monitoring applications of them are unavailable. Refer to but not limited to the following scenario: Key monitoring functions caused by product faults (service path view, multi-dimensional statistics and transaction tracing etc.), or alert function module is ceased and cannot be restored; repeated occurrence, long-term and comprehensive delay, no alternative solutions, and large-scale data loss; |
Remote response within 60 minutes and follow-up within 6 hours |
P3 |
One or more monitoring applications are unavailable for products. Refer to but not limited to the following scenario: Key monitoring functions caused by product faults (service path view, multi-dimensional statistics and transaction tracing etc.), or some key functions of alert function module or monitoring charts are unavailable and cannot be restored; repeated and long-term delay of a monitoring system without alternative solutions and data loss of partial monitoring points; |
Remote response within 2 hours and follow-up within 12 hours |
P4 |
General issues of products, including some ancillary functions are unavailable. Refer to but not limited to the following scenario: Small-range abnormal display caused by product faults; abnormal auxiliary functions of non-important monitoring (self-detection, self-monitoring and so on); small-range and short-time delay data loss for non-important monitoring. |
Respond within the next business day |
Professional Training
Online Message
Contact Netis sales representative immediately to learn more about Netis products performance and how to improve your business.