Customer Support Contact Information
We understand that system outages, performance degradations, and losses of functionality directly impact your bottom line. Therefore, we strive to differentiate ourselves as a firm through the effectiveness and timeliness of our customer support.
| Standard Support Hours: | 8:00 AM to 8:00 PM, MST |
| Phone Support: | (720) 280-6850 |
| Email Support: | support@cm-mitchell.com |
Additional support hours and options are made available as required, on a client-by-client basis; please consult your contract for your particular the Customer Support and SLA arrangements.
| Severity | Standard Response | Definition |
|---|---|---|
| 1 | 30 minutes | System outage - critical impact to operations |
| 2 | 2 hours | Performance degradation or partial loss of functionality - impediment to critical operations |
| 3 | 4 hours | Non-critical development is down, critical development is degraded, or non-critical production is experiencing problems |
| 4 | 1 day | Non-critical development is degraded or minor production problems or questions exist |