Support Agreement

Please ask your supplier for a copy of your SLA if you do not have a copy.

The following list varies slightly in different regions:

• 1st Level support for routine tasks
• 2nd Level support to answer queries and investigate issues
• 3rd Level Support for changes and unexplained behaviours
• End user support 
• System Recording and Health Monitoring
• ISP monitoring and Liaison
• Daily backups of configuration and accounting data
• Recovery sticks and failovers
• Hardware failure recovery process
• Security updates releases
• Software updates releases
• Training - Centre Staff
• Advanced Training
• Business and consultancy advice
• Resources, materials and websites

Your End User License Agreement is accessible on your Medusa Status Page