EnergyWatch Support & Maintenance Terms

Phone Support 9AM to 5PM EST (Monday–Friday) (excluding company holidays)
Support Phone (800) 678-5095
Support Email support@energywatch-inc.com
Service Commitment -EnergyWatch will use commercially reasonable efforts to make the WatchWire SaaS platform available with an annual Uptime Percentage of at least 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 substantial conformance with its then-current user guide.    
SLA Exclusions The 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 Logging -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 the status of the correction.
(4)    Initiate work to correct the error.    
Scheduled Outages occur during production releases after 5:00 pm EST, every two weeks after completion of our sprint cycle. Customers are usually notified via email.
Severity Definition Response Goal* Details
Critical (Severity 1) Service completely unavailable   1 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 affected many users 3 hours -Trouble ticket opened
-Periodic reports on the status of the 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 guidelines 3 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