Out Of Hours Support Fees


Neverfail imposes no charge for Support Tickets raised during Standard Business Hours or for Priority 1 tickets even when these are made outside Standard Business Hours.

Standard Business Hours are 7AM - 7PM from Monday to Friday.

Ticket Priority is defined in the Neverfail Service Level Objectives (SLOs)

However, if a support ticket is placed outside Standard Business Hours and if the reported problem is not a Priority 1, a fee of $150/hour will be imposed. The support worked time outside Standard Business Hours is counted in 15 minutes interval, hence the out of hours fee will be applied accordingly. 

To raise an emergency support ticket please email us at support@neverfail.com or call us at:

US: +1 (512) 600-4300

UK: +44 (333) 332-0304

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