What is Adstate Support service level?

# Support contact

We are here to help you with all of your Adstate products. Receive support by phone or e-mail

+47 920 777 76

support@adstate.com

# Service level

Adstate will provide and maintain the system to ensure that the software is available 24 hours a day, 7 days a week on dedicated servers with a guaranteed uptime of 99,5%.

The maximum downtime per month is 4 hours. In the case of scheduled maintenance, Adstate will plan and announce the downtime after office hours with a minimum of 3 workdays in advance.

Responses to support requests

Responses to support requests will be done in a timely fashion. Adstate aims to respond to requests on a minor or medium level, within 4 working hours.

  • Minor: small degradation, few users or one user affected.
  • Medium: limited degradation, limited number of users or factions affected.
  • Severe: significant degradation, large number of users or functions affected.
  • Fatal: Complete degradation, all users and functions affected.

These response times apply during standard working hours 8am-5pm CET.

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