Definitions
- Incident
- Any Partner-originated service request received and logged by the N-able Partner Support team related to Licensed Materials. An incident is logged for all service requests and is not reflective of communications between Partner and N-able.
- Telephone Support
- Incidents reported by telephone to the N-able Service Desk from 8:30–21:00 ET Monday to Friday except statutory holidays.
- Electronic Support
- Incidents reported electronically via email or the Web. Incidents can be reported 24 hours a day, 7 days a week. However, responses will only be available from the Partner Support Team from 8:30—21:00 ET Monday to Friday except statutory holidays and response times will only be calculated during such hours.
- After Hours Emergency Pager Support
- After Hours Emergency Pager Support consists of an Incident received 21:00–08:30 ET Monday to Friday and 00:00–24:00.
- Partner Representative
- Partner will designate up to three (3) individuals to make support inquiries and request support assistance. These individuals will be identified to N-able in writing and may be changed by the Partner from time to time provided any new individuals are identified to N-able in writing.
