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Client support is available Monday-Friday’s from 5am -6pm Pacific, excluding holidays.
Live‐Production Incident Handling – Standard Support
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Bug Handling: A priority is assigned to a specific bug ticket 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 | Critical bug occurring on production system preventing business operations. A large number of 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 | Major bug occurring on production system severely impacting business. A large number of users are impacted by issue, but they are still able to work in a limited capacity. | The Company will respond with confirmation of receipt of incident.
Follow‐up will be provided via the ticket system every 2 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 14 business days after the problem has been diagnosed and/or replicated. |
Level 3 - Medium | A bug causing a partial or non- critical loss of functionality on production system. A small number of users are affected. | The Company will respond with confirmation of receipt of incident.
Follow‐up will be provided via the ticket system every 5 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 | A bug occurring on non- production system or 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 7 business days. | Resolution for the issue may be released as a patch set or be incorporated into a future release of the product. |
Definitions:
Bug - A software bug is a flaw, failure, error or fault in a computer software or system that causes it to return unexpected or incorrect results.
Enhancement Request - An enhancement request is for additional product functionality or changed behavior beyond the current intended behavior of the Maintained Software.
Technical Support - General software support (How to) for the e-PlanSoft software products that are not bugs or enhancement requests.