How does AHI's support process (SLA) work?

Summary
Information regarding AHI's Service-Level Agreement (SLA) can be found below.

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


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 Human Imaging or Advanced Human Imaging Technology Licensor technical support that provides support to Level 2 Support in the event Level 2 Support is unable to resolve the Support Request.