Service Level Objective

The Service Level Objective (SLO) below applies to the following products and is supported by the Marathon Technology Service Desk team:

  1. Cloud Service Provider licenses

  2. Cloud Subscription Agreement licenses

The table below outlines how the Marathon Service Desk is organized to respond to all tickets based on their reported severity.

Support Hours

Support for P2, P3 and P4 issues will be provided during normal business hours (8am-5PM Pacific Time Monday-Friday). Marathon will provide Support 24 hours per day, 7 days per week. All support times exclude national holidays.

To access Marathon Support:

Severity 1 – Client will call Severity 1 issues into the support line

Severity 2 – Client will open a support ticket via support portal, call into support line or Email

Severity 3 – Client will open a support ticket via support portal, call into support line or Email

Severity 4 – Client will open a support ticket via support portal, call into support line or Email

Response Time Definitions:

Response time shall be defined as the time elapsed between an issue being reported (ticket opened) and the issue being assigned to an engineer & worked.

Initial response will consist of one of the following:

  • A potential problem resolution

  • A request for more information, which will allow Marathon to determine next steps toward potential problem resolution

  • If the issue requires escalation or extensive time to research, a notification with an estimate of the time required to provide more information, potential workaround, or a resolution will be sent

Response Time:

A response will consist of one of the following:

  • A potential problem resolution

  • A request for more information, which will allow Marathon to determine next steps towards potential problem resolution

  • If the issue requires escalation or extensive time to research, a notification of the response duration needed to provide the client contact with more information, potential workarounds, or a resolution.