Service Level Agreement
1.0 Provision of Purchased Services
We will (a) make the Services and Content available to You pursuant to Your PRGX OPTIX™ Subscription Services Agreement and the applicable Order Forms, (b) provide applicable support for the Services to You at no additional charge, (c) use commercially reasonable efforts to make the online Services available 24 hours a day, 7 days a week, except for: (i) planned downtime (of which We shall give advance electronic notice as provided in the Documentation), and (ii) any unavailability caused by circumstances beyond Our reasonable control, including, for example, an act of God, act of government, flood, fire, earthquake, civil unrest, act of terror, strike or other labor problem (other than one involving Our employees), Internet service provider failure or delay, non-PRGX Application, or denial of service attack.
Support is designed to meet our customers’ most common support needs in a timely fashion via phone and email. Customers are encouraged to use email whenever possible in order to minimize phone queue wait times.
1.1.1 Response Time & Case Limit
It is PRGX’s policy to respond to all support cases within one business day. There is no limit on the number of cases that customers may submit.
1.1.2 Phone Support Information
The support center for customers is staffed 24 hours a day, 7 days a week, and provides English-speaking support only. For a list of phone numbers by country/region please click here.