HomeMy WebLinkAboutC2023-292 - 9/19/2023 - Approved
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Technical Support is available during the hours of
6:30am- 6:00pm Monday-Friday US Central Time, excluding
Aclara Holidays and weekends, toll-free at 800-892-9008.
Technical Support is available between the
business hours of 6:30am to 6pm US Central Time by accessing
the Aclara Customer Portal (or Toll-free at 800-892-9008, if
access to the Customer Portal is not readily available to
Customer). On-call technical support is available after 6pm and
before 6:30am Central Time 24-hours a day/7 days a week/365
days a year, including Aclara Holidays and weekends. Such after
hours support is provided for Severity 1 and 2 issues only. Non
Severity 1 or 2 items will be addressed during the standard
business hours of 6:30am-6:00pm US Central Time.
Requires immediate attention–
Critical production functionality is not available or a large number
of users cannot access the system. Causes a major business impact
where service is lost or degraded and no workaround is available,
therefore preventing operation of the business.
Requires priority attention - Some
important production functionality is not available, or a small
number of users cannot access the system. Causes significant
business impact where service is lost or degraded and no
workaround is available, however the business can continue to
operate in a limited fashion.
Requires attention –There is a
problem or inconvenience. Causes a business impact where there
is minimal loss of service and a workaround is available such that
the system can continue to operate fully and users are able to
continue business operations.
There is a problem or issue with
no loss of service and no business impact.
Customer will
receive individual user names/passwords to the Aclara Customer
Portal, as well as have access to Issue Management Reports for
each case generated by Customer.
Training is available at
Aclara’s facilities as listed on the Aclara Customer Portal. The
maximum number of Customer’s employees attending any
Classroom Training session is three (3).
Certain E-Learning classes are
available as listed on the Aclara Customer Portal to an unlimited
number of Customer employees per course at the prices listed on
the Aclara Customer Portal.