Technical Support
SIS offers comprehensive technical support for maintenance paying customers. Annual maintenance provides you with major upgrades plus hotline and web support.
You can reach the SIS support team via email at support@sisinc.org or call 252-522-1456 ext. 100.
Hours of Operation SIS Standard hours of operation for receiving and
responding to support requests are as follows:
8am to 5pm Monday through Friday Eastern Standard Time
Call Type Definition
P1
Critical –System down call, application is unusable impacting the operation
of the customer
P2
Urgent – System is functional with reduced capability, customer is able to
work but with some impact to productivity
P3
Informational – Minor issues and questions regarding operation of the
application
Response Time and Expectations for Resolution
Response time:
P1 Calls - SIS support personnel’s target timeframe to respond during standard hours of operation to customer requests for support to P1 calls will be two (2) hours from receipt of the call.
P2 Calls – SIS support personnel’s target timeframe to respond during standard hours of operation to customer request for support to P2 calls will be four (4) hours from receipt of the call.
P3 Calls – SIS support personnel’s target timeframe to respond during standard hours of operation to customer request for support to P3 calls will be six (6) hours from receipt of the call.
Resolution Time:
Due to the complexity and nature of software support SIS does not guarantee
resolution times. SIS will make commercially reasonable efforts to resolve all
customer support requests on a same day basis. For all calls which SIS cannot
reasonably resolve SIS will engage Siemens GTAC for support
Sales Support