Clarifications as to the support policies associated with the Premier Support personnel.
Technical Account Managers (TAM) - During times of absence, accounts are temporarily reassigned to another TAM for handling of Severity One incidents.
Remote and Onsite Support Engineers (R/OSE) - work normal SkyVault business hours for the time zone in which they are based. The R/OSE are available 40 hours per week. SkyVault R/OSEs adhere to SkyVault’s published holiday calendar. SkyVault R/OSEs may take reasonable time off as needed for illness, vacation, training and other internal company needs. During these periods, SkyVault will meet our support obligations using the normal SkyVault support channels, including priority phone access and the SkyVault Support Portal. Premier service level targets and other parts of the premier services program remain in force. For periods of extended absence greater than four weeks, SkyVault provisions a backup resource and coordinates a handoff. Due to geographic constraints, this backup personnel may be located at a remote location.