Service Request Process
OUR RESPONSIBILITIES
1. Service Request Submission Process
1.1 Service requests may logged be during Business Hours
1.2 When After-Hours or on KubeTech observed holidays, After-Hours submission process must be used.
1.3 To serve you best, when you contact us to submit a service request only the methods below may be used:
1.3.1 Support Phone (Critical and High Priority Requests Only): (630) 534-2300
1.3.2 Support Email: Support@KubeTechInc.com
1.3.3 Web Portal: Support.KubeTechInc.com
1.4 When submitting your request, Include a short description of the problem and any screenshots of errors to assist in the resolution of the issue. If the issue is being submitted by either phone or external email you must include your name, company and return contact details.
1.5 If you get sent to the support voicemail, we may be helping another user. We monitor this Voicemail at all times and will return your call as quick as possible.
1.6 We may update this Process from time to time, and publish it to our website at KubeTechInc.com/Agreements/ServiceRequestProcess
2. After-Hours Service Request Submission Process
2.1 After-Hours Support is not included in this Agreement
2.2 All after-hours support will be subject to our current after-hours Rates as defined in our Rate Schedule
2.3 Only Critical Level Service Requests can be addressed outside of Business Hours
2.4 Critical Service Requests must be submitted by calling the Support Phone line and following the voicemail prompts. If not, the Service Request will be viewed on Our next Business Day
2.4.1 Support Phone : (630) 534 – 2300
2.5 We reserve the right to screen all Service Requests for criticality prior to work being performed After-Hours.
2.6 Response to after-hours support requests are not included in our Target Response Times, and will be on a best-effort basis
2.7 We may update this Process from time to time, and publish it to our website at KubeTechInc.com/Agreements/ServiceRequestProcess
OUR RESPONSIBILITIES
1. Service Request Submission Process
1.1 Service requests may logged be during Business Hours
1.2 When After-Hours or on KubeTech observed holidays, After-Hours submission process must be used.
1.3 To serve you best, when you contact us to submit a service request only the methods below may be used:
1.3.1 Support Phone (Critical and High Priority Requests Only): (630) 534-2300
1.3.2 Support Email: Support@KubeTechInc.com
1.3.3 Web Portal: Support.KubeTechInc.com
1.4 When submitting your request, Include a short description of the problem and any screenshots of errors to assist in the resolution of the issue. If the issue is being submitted by either phone or external email you must include your name, company and return contact details.
1.5 If you get sent to the support voicemail, we may be helping another user. We monitor this Voicemail at all times and will return your call as quick as possible.
1.6 We may update this Process from time to time, and publish it to our website at KubeTechInc.com/Agreements/ServiceRequestProcess
2. After-Hours Service Request Submission Process
2.1 After-Hours Support is not included in this Agreement
2.2 All after-hours support will be subject to our current after-hours Rates as defined in our Rate Schedule
2.3 Only Critical Level Service Requests can be addressed outside of Business Hours
2.4 Critical Service Requests must be submitted by calling the Support Phone line and following the voicemail prompts. If not, the Service Request will be viewed on Our next Business Day
2.4.1 Support Phone : (630) 534 – 2300
2.5 We reserve the right to screen all Service Requests for criticality prior to work being performed After-Hours.
2.6 Response to after-hours support requests are not included in our Target Response Times, and will be on a best-effort basis
2.7 We may update this Process from time to time, and publish it to our website at KubeTechInc.com/Agreements/ServiceRequestProcess
Standard Service Requests
Target Response Times & Priority Levels
The following table shows the Target Response times for each priority level and provides priority level examples.
Cybersecurity Requests
Target Response Times & Priority Levels
The following table shows the Target Response times for each priority level and provides priority level examples.
