EnergyWatch Support and Maintenance Terms

Phone Support9 AM – 5 PM EST (Monday-Friday) (excluding company holidays)
Support Phone(800) 678-5095
Support Emailsupport@energywatch-inc.com
Service Commitment– EnergyWatch will use commercially reasonable efforts to make the Watchwire SaaS platform available with an annual Uptime Percentage of 99%
– Service maintenance, which includes maintenance releases, enhancements, new versions, additions, and modifications to the Service, that it provides to all other customers will be provided for no additional fee.
Bug fixes to bring the Service into substanial conformance with its then-current user guide.
SLA ExclusionsThe Service Commitment does not apply to any unavailability:
– Caused by factors outside of our reasonable control, including any force majeure event, internet access, or problems beyond the demarcation point of our application codebase
– That results from any actions or inactions of you or any third party;
– That results from the equipment, software, or other technology of you or any third party (other than third-party equipment within our direct control)
– That results from any scheduled outages with prior notification
Case Loggin– Telephone Support
– Email Support
Response time in accordance with the chart below
Resolution Process for Issues of Severity Levels 1, 2 and 3:
(1) Trouble Ticket opened
(2) Assign engineer to determine and correct the error.
(3) Periodic reports on status of the correction.
(4) Initiate work to correct the error.
Scheduled Outages occur during production releases after 5:00pm EST, every two weeks after completion of our sprint cycle. Customers are usually notified by email.
SeverityDefinitionResponse Goal*Details
Critical (Severity 1)– Service completely unavailable1 hour– Trouble Ticket opened
– Periodic reports on the status of the correction
– Initiate work to correct the error.
High (Severity 2)– Service substantially fails to perform, or major functionality impacted affecting many users3 hours– Trouble Ticket opened.
– Periodic reports on the status of correction.
– Initiate work to correct the error.
Medium (Severity 3)– System performance or issue affecting some users.8 hours– Trouble Ticket opened.
– Periodic reports on the status of the correction.
– Initiate work to correct the error.
Low (Severity 4) – General inquiry regarding application capabilities and usage guidelines3 days– For inquiries regarding application capabilities and guidelines, will make reasonable effort to answer in 5 business days.

*Response time is the maximum amount of time for us to send an initial response to your issue