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Online Self Support: The Company will provide to Client at no expense an online Knowledge Base and Online Self Support Site where Client may research issues and questions, report maintenance incidents and receive information regarding new releases and patches.
Incident Handling: The Company will provide an incident handling mechanism for Client maintenance requests. The incident handling process will include the following:
Access to the e-PlanSoft online ticketing system.
All support tickets and bug reports will be recorded in the ticketing system.
The Company will only respond to incidents reported via the online ticketing system.
Client will receive an e-mail with the assigned ticket number.
Priority and Severity will be determined by the problem based upon the definitions below.
Ticket Handling: Ticket Handling defines the priority assigned to a specific support request which therefore sets the order, timing, and level of effort in resolving a case:
Severity | Description of Severity | Response Time | Resolution Time |
Level 1 - Critical | Issue occurring on production system preventing business operations. Users are prevented from working with no reasonable workaround. | The Company will respond with confirmation of receipt of incident. Follow-up will be provided via the ticket system every 60 minutes. | Upon confirmation of receipt, The Company begins continuous work on the problem and will put forth the effort to provide a workaround, fix, or estimated completion date within 72 hours after the problem has been diagnosed and/or replicated or provided there is an client representative available to assist with issue diagnosis and testing during the resolution process. |
Level 2 - High | Issue occurring on production system, impacting business but not preventing business operations. Users are impacted, but able to proceed with a reasonable workaround. | The Company will respond with confirmation of receipt of incident. Follow-up will be provided via the ticket system every 24 hours. | Upon confirmation of receipt, The Company will put forth the best effort to provide a workaround or fix or estimated completion date within 14 business days after the problem has been diagnosed and/or replicated. |
Level 3 - Medium | Issue causing a partial or non-critical loss of functionality or inconvenience on production system. Users are able to proceed with a reasonable workaround. | The Company will respond with confirmation of receipt of incident. Follow-up will be provided via the ticket system every 3 business days. | Upon confirmation of receipt, The Company will put forth the best effort to provide a workaround or fix or estimated completion date within 21 business days after the problem has been diagnosed and/or replicated. |
Level 4 - Low | Issue occurring on non-production system; also, a question, comment, feature request, documentation issue or other non-impacting issue. | The Company will respond with confirmation of receipt of incident. Follow-up will be provided via the ticket system every 5 business days. | Resolution for the issue may be released as a patch set or be incorporated into a future release of the product. |