Support

Help Desk – CALL 1.888.489.6660 or email support@evergreen-data.com

  • The EverGreen Help Desk provides Warranty and Maintenance telephone support for Mitigator software during normal EverGreen business hours of 9 am to 5 pm EST. Broader coverage is provided through email support. Special support outside normal business hours can be prearranged by requesting availability in advance.

    MAINTENANCE
    Service Hours: 8am to 8pm EST, Monday-Friday *
    Target Initial Response: Severity 1 and 2: 4 Business Hours
    Target Resolution: Severity 1: 48 Hours
    Severity 2: 5 Days
    Severity 3: Next Major Release

  • Customer Support - EverGreen will not handle any requests for Maintenance from customers unless the customer has paid for a Maintenance Service Agreement or is still under the registered Warranty Program.
  • Authorized Contact - "Authorized Contacts" are Customers' personnel who are authorized to contact EverGreen for Maintenance Requests. Customer shall register the number of Authorized Contacts set forth above, at EverGreen's support website, https://evergreen-data.com/support or by calling 1.888.489.6660. Authorized Contacts shall have appropriate training and be proficient in the Mitigator Software, as reasonably required by EverGreen. EverGreen may request that Authorized Contacts obtain further training, or request alternative Authorized Contacts. Customer may change Authorized Contacts within 2 business days with prior written notice to EverGreen.
  • Severity Definitions - "Severity 1" is a critical production situation where the Mitigator Software is totally inoperable or fails catastrophically. The impact on production use is severe and immediate and there is no workaround available.


    • "Severity 2" is a detrimental production situation where: (a) performance degrades substantially under reasonable loads causing a severe impact on use, or (b) the Mitigator Software is usable, but materially incomplete; or (c) one or more main functions or commands is inoperable. The impact on production use is significant and there is no workaround available.

    "Severity 3" is an inconvenient situation where the Mitigator Software is usable, but does not provide a function in the most convenient manner or does not provide a minor function at all. The impact on production use is minor.