Technical Support
Technical Support
Predictable response targets, clear escalation, and secure data handling - so your teams know exactly what to expect.
How to Reach Support
support@netis.com
Languages
English (24×7 for P1-P2)
The SLA clock starts upon acknowledgment of ticket or email receipt.
Support Plan
Tier
Enterprise Support
Coverage
24×7 for P1-P2; business hours for others
Channels
Severity Levels
Critical
Product completely unavailable or major key features unavailable; may include broad monitoring/alerting stoppage, prolonged delays with no workaround, or extensive data loss.
Major
One or more major features unavailable; may include key monitoring charts unavailable, recurrent long delays in a specific system, or partial data loss.
Normal
General issues or auxiliary features affected; may include minor display anomalies, non-critical monitoring functions impacted, short delays in non-critical areas, or limited minor data loss.
Consult
Product operation not affected; questions about functions, specs, operation, configuration, or requirements.
SLA Targets
| Severity | Initial Response | Update Frequency |
|---|---|---|
| P1 | 30 minutes | Every 1 hour |
| P2 | 1 hour | Every 2 hours |
| P3 | 4 hours | Daily |
| P4 | 1 business day | - |
Target for work around/restore: P1 within 4 hours (where feasible).
Escalation
Internal Chain
L1 → L2 → L3 / Engineering → Product team
Scope of Support
- Break/fix assistance
- Configuration guidance
- Version upgrade advisory
- API usage clarification
Data Handling & Security
- Data we may request: logs, configurations, optional packet captures
- Sensitive data may be masked before upload
- Transfer & retention: data is processed under ISO/IEC 27001 standards
- Retained for ≤ 90 days after case closure
Need Assistance?
Our support team is available to help you with any questions or issues.