Managed Remote Access
Service Desk Support. ANX shall provide to Customer the following Service Desk support (the "Service Desk Support").
Support Channels: Hours of Operation
|Support Channel||Hours of Operation||Point of Contact 2|
1 Except Major Holidays: New Year's Day, Memorial Day; Independence Day; Labor Day; Thanksgiving Day; Christmas Day. Phone support only on the listed holidays.
2 ANX may change the Point of Contact information by providing written notice to Customer, which may be sent via email.
|Service Request Type||Request Priority||Acknowledgment (Average)||Resolution/Completion|
|High||15 Minutes||1 Hour|
|Incident||Medium||15 Minutes||4 Hours|
|Low||15 Minutes||8 Hours|
|Change Request||Request Time Frame||Acknowledgment (Average)||Lead Time Required|
|Business Hours||15 Minutes||24 Hours|
|After Hours 3||15 Minutes||96 Hours|
3 After Hours: Monday through Thursday, 8:00 PM to 8:00 AM; and Friday 8:00 PM through Monday 8:00 AM; (all times Eastern U.S. time zone).
Please visit our contact page for other methods of receiving support.