Support Center
We Are Here To Help
One of the most important aspects of Medgre offerings is its commitment of providing excellent customer service. We offer both phone and email support.
Phone support: (304)-277-8437
Email support: support@medgre.com
Service Level Policy
| Level | Effect | Time to resolution / Status update | Fix / Workaround target | Solution |
|---|---|---|---|---|
| Severity 1 (Service is interrupted and there is no known resolution/workaround) | Critical business impact | TTR 4 hours/(every 4 hour) | Continuous effort until workaround provided or Emergency Bug Fix (EBF) created | Emergency bug fix (if required) |
| Severity 2 (Service is affected but there is a workaround to mitigate business impact) | Major business impact | TTR 8 hours/(every 8 hour) | 4 business days | Emergency bug fix (if required) |
| Severity 3 (Service may be affected due to sub-optimal performance) | Minor business impact | TTR 24 hours/(every 3 days) | 10 business days | Fix includes in next patch/release |
| Severity 4 (Configuration assistance or enhancement request) | No business impact | TTR 72 hours/(based on problem) | To be determined based on problem | Fix included as time permits |