Support Policy

Support Priorities and Service Level Agreements

Last updated on June, 16, 2022.

The support desk maintains regular business hours of 8:30 AM to 6:30 PM Central, Monday through Friday. Tickets and calls will respond to only during these hours, with the exception of a system outage.

1. Platform Maintenance Windows

Supplier shall maintain the Platform Availability to be 24x7 and 365 days a year. Supplier agrees to conduct the necessary maintenance activities such as patching, new releases, data maintenance, and hardware tuning etc. during the pre-scheduled, fixed time slots of the month. For the purpose of this agreement, the Maintenance Window is the first Saturday between 12:00am and 5:00am US Central Standard Time (CST), each month.

2. Incidents Management

This section defines response and resolution standards applicable to the Supplier’s Services.

The table below lists standard priority classifications that customer(user) shall use to classify each incident reported to Supplier. Response Time describes the window in which Supplier shall acknowledge the incident and communicate an explanation of the nature of the incident to customer(user). Supplier shall resolve issues within resolution timeframes. In addition, Supplier agrees to communicate incident resolution status to customer(user) in accordance with Frequency of Communication as defined below as progress is being made to resolve the reported incident.

Frequency of Communication

Priority 1: Critical

Response time: 8 business hours, Resolution Time: 24 hours

  • Critical production issue affecting all users.
  • Includes system and data unavailability for the whole application with no workaround available

Priority 2: High

Response time: 12 business hours, Resolution Time: 72 hours

  • Major functionality is impacted, or significant performance degradation is experienced.
  • Issue is persistent and affects many users and/or major functionality.
  • No reasonable workaround available.

Priority 3: Medium

Response time: 1 business day, Resolution Time: 30 business days

  • System performance issue or bug affecting some, but not all users.
  • Short-term workaround is available but cannot be scaled.

Priority 4: Low

Response time: 2 business days, Resolution Time: No commitment

  • Inquiry regarding a routine technical issue.
  • Information requested on application capabilities, navigation, installation or configuration.
  • Bug affecting a small number of users.
  • Reasonable workaround available.