Services Description

HOSTING SERVICES & SOLUTIONS

TBoxCloud provides its customers secured Hosting Services for Enterprise Integrations and Data Storage also referred to as “Hosted Solutions”. Both the Hosting Services and Hosted Solutions are available on a Subscription basis, payable monthly or annually.

TBoxCloud Integration solutions provide companies the ability to integrate 2 or more systems in the Cloud or On-premise, behind a Firewall. The solutions can be implemented to integrate systems locally or internationally.

TBoxCloud Integration Solutions include the availability of pre-built, yet customizable, Connectors to help accelerate Integration deployments.

Hosting Services & Solutions are fully managed by TBoxCloud authorized personnel, and are powered by TBoxCloud’s secured infrastructure for both the transport and optional storage of data (http://tboxcloud.com/security-compliance).

 

BUSINESS & TECHNOLOGY CONSULTING SERVICES

Customers have the option to hire the expertise of TBoxCloud Business & Technology Consulting Services for the development and implementation of Enterprise Integration solutions.

 

CUSTOMER SUPPORT

Standard Support Hours M–F, 8:00am – 5:00pm PT.

Submitting a Support Request (Ticket):

Option 1: From the Customer Support Request site

Tickets can be submitted 24×7 from our Customer Support Request site at tboxcloud.com.

Response time and case processing for Tickets submitted from the site reflect standard Tickets submission process.

Option 2: By Email

Tickets can be submitted 24×7 via email at support@tboxcloud.com

Response time and case processing for Tickets submitted by email reflect standard Tickets submission process.

After-Hours Emergencies

Emergencies are defined as situations with broad impact, such as security problems.

Contact Helpdesk using one of the following options:

  • From the Customer Support Request site:  tboxcloud.com
  • By Email:  support@tboxcloud.com
  • By Phone (Registered Premier Support Customers Only): 1-866-522-1107 – (Select the Support option when prompted).

Escalation to Level 2 Support, which is handled by our Professional Services group, is available M-F during business hours PST.  Level 2 Support can handle Support Requests remotely or onsite.

SUPPORT SERVICES

Support Requests are handled based on the Nature and Importance of the Support Request (“Case”).

SUPPORT LEVELS

  • Level 1 Support: Level 1 Support Specialists handle basic issues or questions.  Escalation to Level 2 Support will occur for any Cases that cannot be resolved by Level 1 Support Specialists.
  • Level 2 Support: Level 2 Support Specialist are individuals from our Professional Services group.  They are skilled in systems integration and can resolve issues remotely or onsite.

Each Case will be limited to the handling of a single, specific matter.  TBoxCloud reserves the right to request Customer to submit additional Support Requests to address each specific matter.

 

STANDARD SUPPORT

Severity 1 – HIGH Priority
Level 1 Support will commence work on resolving the Case.  If the Case cannot be resolved by Level 1 Support, the Case will be escalated to Level 2 Support. High Priority Cases are handled within 8 hours of notification (excluding non-business hours).

Severity 2 – MEDIUM Priority
Level 1 Support will commence work on resolving the Case.  If the Case cannot be resolved by Level 1 Support, the Case will be escalated to Level 2 Support. Medium Priority Cases are handled within 24hours of notification (excluding non-business hours).

Severity 3 – LOW Priority
Level 1 Support will commence work on resolving the Case.  If the Case cannot be resolved by Level 1 Support, the Case will be escalated to Level 2 Support. Low Priority Cases are handled within 48 hours of notification (excluding non-business hours).

Top Priority Cases (within 1 hour) can also be handled. Those Cases are handled by our Level 1 and Level 2 Support Specialists on a Time & Material basis. Hourly rates reflect standard current Services Fees. Level 2 Support can handle Support Requests remotely or onsite.

 Number of Standard Support Cases: 10 per year.

PREMIER SUPPORT

Severity 1 – TOP Priority
Level 1 Support will commence work on resolving the Case.  If the Case cannot be resolved by Level 1 Support, the Case will be escalated to Level 2 Support. High Priority Cases are handled within 1 hour of notification (excluding non-business hours).

Severity 2 – HIGH Priority
Level 1 Support will commence work on resolving the Case.  If the Case cannot be resolved by Level 1 Support, the Case will be escalated to Level 2 Support. High Priority Cases are handled within 4 hours of notification (excluding non-business hours).

Severity 3 – MEDIUM Priority
Level 1 Support will commence work on resolving the Case.  If the Case cannot be resolved by Level 1 Support, the Case will be escalated to Level 2 Support. Medium Priority Cases are handled within 12hours of notification (excluding non-business hours).

Severity 4 – LOW Priority
Level 1 Support will commence work on resolving the Case.  If the Case cannot be resolved by Level 1 Support, the Case will be escalated to Level 2 Support. Low Priority Cases are handled within 24 hours of notification (excluding non-business hours).

Phone Support: Available for Premier Support customers.

Number of Cases: Unlimited.

 

TERMS & SERVICES

TBoxCloud Services are available pursuant to TBoxCloud’s Service Level Agreement, TBoxCloud’s Services Description, and TBoxCloud’s Master Subscription Agreement (all available at http://tboxcloud.com/legal). At its discretion, TBoxCloud may perform amendments to its SLA and Services Description, which terms will be considered accepted by Customer unless Customer provides a written refusal of the amendments within 30 days of the amendments.