The Convergence Technology Consulting (Convergence) Premium Support Agreement (PSA) program is designed to provide 24-hour, 7 day a week access to Convergence’s technical expertise. The Convergence PSA is designed for the emergency service of technology infrastructure involving, but not limited to: Microsoft, Citrix and VMware. Though not every emergency can be defined, Convergence generally defines an emergency as situations where 30% or more of the users are unable to attach to the infrastructure or a mission critical server is offline.
To request emergency service during business hours (8:30am-5:00pm EST M-F, excluding holidays), clients should call the Convergence business office and the emergency support phone number after business hours. Clients can also request emergency service using the following email:
Please include the following in the body of the e-mail:
Brief Description of the problem
Call back number
Call back name
Convergence offers guaranteed response times based on the level of severity. Severity level 1 is defined as systems are down or effectively unusable as a result of the problem and the problem causes mission critical impact on the customer operation. Initial troubleshooting for level 1 will begin within 2 hours. Severity level 2 is defined as system is up and running, but the problem causes significant impact and has no acceptable workaround. Initial troubleshooting for level 2 will begin within 4 hours. Severity level 3 is defined as system is up and running and the problem causes only limited or insignificant impact. As level 3 is not emergency work, troubleshooting will be scheduled with Convergence Scheduling.