TIE Kinetix provides 24/7 proactive support for all customers*, which includes the monitoring of all hardware, software, databases, bandwidth, performance, and connectivity of the TIE Kinetix FLOW Partner Automation platform. The main purpose of proactive support is to prevent service-related issues. If necessary, measures will be taken to inform the customer of any risks.
Reactive support (first, second, and third line), is limited to normal business hours as part of our standard SLA. Normal business hours are 9 AM - 5 PM local time.
However, as an international company with offices in Europe, North America, and APAC, someone from our support team is available 24/5 in the case that a ticket is submitted outside of normal business hours (local time) and the request is urgent.
In any case, it is possible to opt for an extended SLA to benefit from 24/7 reactive support if this is a requirement.
Please note that the above only applies to TIE Kinetix customers with an active contract.*