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All needs for settlement should be gotten written down or via mail within five (5) company times of the event under consideration. The total amount of settlement may well not meet or exceed the customer’s monthly charge that is recurring. This SLA does not apply to any Customer who is in breach of MDS Acceptable Use Policy or any Customer with a past balance that is due
Mosaic Data Services Business / Provider Hours:
| ONLINE / REMOTE HELP OBTAINABLE 24x7x365 | |
| NORMAL COMPANY HOURS: | 9:00am – 5pm M – F |
| AFTER HOURS / WEEKENDS: | 5:00pm – 9:00am M – F, Weekends |
| HOLIDAYS / EMERGENCIES: | All Federal Holidays & Problems |
| * problems are events that want an answer away from MDS’s normal SLA | |
How to Report an issue or Service Issue:
You can report a challenge or start a solution with your 24×7 EPIC help staff by emailing the issue to our Help Desk.