Co-Location Help Desk
Help Desk Support. ANX shall provide to Customer the following help desk support (the "Help Desk Support").
Support Channels: Hours of Operation
| Support Channel | Hours of Operation | Point of Contact 2 |
|---|---|---|
| Phone | 7AM - 5PM | 248-498-0100 |
| 7AM - 5PM 1 | support@anx.com | |
| Chat | 7AM - 5PM 1 | http://chat.anx.com/ |
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.
Response Times. 3
| Service Request Type | Request Priority | Acknowledgment (Average) | Resolution/Completion |
|---|---|---|---|
| High | 15 Minutes | 8 Hours | |
| Incident or Change Request | Medium | 15 Minutes | 16 Hours |
| Low | 15 Minutes | 32 Business Hours | |
| Technical Query (question only, not involving an actual Incident) |
Low | 1 Hour | 32 Business Hours |
3 Response times reflect ANX's normal business hours which are Monday through Friday, 8:00 AM to 5:00 PM; (all times Eastern U.S. time zone)
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