Our support contact email: support@ahi.tech 

Service Levels

Incident Severity: Normal

• ‍Definition: An incident which either: a) affects a non-essential part of the Licensed SDKs and/or Platform, or b) is not materially negatively impacting on the Licensee’s business operations‍
• Response Time: The Licensor must acknowledge receipt of the Support Request within 4 Business Hours of the Support Request‍
• Resolution Time: The Licensor must resolve the Incident within 2 business days of the Licensor confirming receipt of the Support Request

Incident Severity: Major

• ‍Definition: An incident which either: a) affects an essential part of the Licensed SDKs and/or Platform, or b) is materially negatively impacting on the Licensee’s business operations‍
• Response Time: The Licensor must acknowledge receipt of the Support Request within 1 Business Hours of the Support Request‍
• Resolution Time: The Licensor must resolve the Incident within 1 Business Day of the Licensor confirming receipt of the Support Request

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Support Levels

Level 1

• ‍Provided By: Licensee‍
• Description: End-user, first-line support provided by Licensee in accordance with Support Documentation.

Level 2

• ‍Provided By: Advanced Health Intelligence‍
• Description: Advanced Health Intelligence operational support that provides support to Level 1 Support if Level 1 Support is unable to resolve a Support Request in accordance with Support Documentation.

Level 3

• Provided By: Advanced Health Intelligence / Advanced Health Intelligence Technology Licensor
• Description: Advanced Health Intelligence or Advanced Health Intelligence Technology Licensor technical support that provides support to Level 2 Support in the event Level 2 Support is unable to resolve the Support Request.

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