Faro Source Support Options

Support LevelsBasicStandardPremium
Availability Hours8 AM - 8 PM (EST) M-F8 AM - 8 PM (EST) M-F24 x 7 x 365
SLA1 Business Day Response for all Severity LevelsSeverity Level 1 resolution - 1 Hour ResponseSeverity Level 1 resolution - 1 Hour Response
Severity Level 2 resolution - 4 Hour ResponseSeverity Level 2 resolution - 2 Hour Response
Severity Level 3 resolution - 8 Hour ResponseSeverity Level 3 resolution - 4 Hour Response
Severity Level 4 resolution - 1 Business Day ResponseSeverity Level 4 resolution - 8 Hour Response
Support medium availabilityEmail, Phone, Online PortalEmail, Phone, Online PortalEmail, Phone, Online Portal
Severity definitions 
Level 1A problem that severely impacts your use of the software in a production environment (such as loss of production data or in which your production systems are not functioning). The situation halts your business operations and no procedural workaround exists.
Level 2A problem where the software is functioning but your use in a production environment is severely reduced. The situation is causing a high impact to portions of your business operations and no procedural workaround exists.
Level 3A problem that involves partial, non-critical loss of use of the software in a production environment or development environment. For production environments, there is a medium-to-low impact on your business, but your business continues to function, including by using a procedural workaround. For development environments, where the situation is causing your project to no longer continue or migrate into production.
Level 4A general usage question, reporting of a documentation error, or recommendation for a future product enhancement or modification. For production environments, there is low-to-no impact on your business or the performance or functionality of your system. For development environments, there is a medium-to-low impact on your business, but your business continues to function, including by using a procedural workaround.

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