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If you’re experiencing a business-critical hosting issue, we recommend calling the Support Administrator (703-674-5985) in addition to submitting a case though the ARMATURE Support Portal. This ensures your issue will receive immediate attention.  

When we receive an ARMATURE Managed Services business-critical case, we respond in accordance with the SLA guidelines within the service contract, included below:

Support SLA Response Requirements

Business Critical:

First Response:  Within 2-4 hours of receiving case

Tier 2:  2 hours

Tier 3:  4 hours

High/Medium Priority:

First Response:  Within 6-8 hours of receiving case

Tier 2: 6 hours

Tier 3: 8 hours

Low Priority:  

First Response: Within 24-48 hours of receiving case

Tier 2:  24 hours

Tier 3:  48 hours

Tier Definition

Tier 1:  Support Administrator. This is the first line of contact.

Tier 2:  CAO

Tier 3:  Client Services Director