Support Service Levels

Service Level Agreement

The following is an extract from the FrameSmart Software Licence – Schedule C, which defines the Service Levels provided from our Support Centres, and agreed with our customers.

Service Level Agreement

The Licensor and/or its authorised distributor undertakes to provide a Customer Support Helpdesk facility, having suitably skilled support staff available from 9:00 a.m. to 5:00 p.m. NZ time or AEST on regular business days to log Support Calls and to deal promptly with problems encountered by the Licensee’s users of the Software.

Licensees shall make best endeavours to establish the validity of the problem prior to making a Support Call by checking the user manual, website pages and forum notes for similar problems and solutions.

The impact and severity of a reported fault or problem will be evaluated and discussed with the Licensee when the Helpdesk responds to the Support Call. The severity of the problem will be mutually agreed and documented according to these guidelines:-

Critical - A problem or fault which must be resolved before the Licensee can continue normal business operations.

The Licensor’s support staff will use best endeavours to respond to the Licensee within one (1) hour of receiving notice of a critical problem being reported by telephone. Critical problems will be worked on continuously until the fault is permanently cleared or the system is operational.

Serious - A problem or fault which significantly inhibits production but does not prevent operations and has a significant measurable monetary or business impact.

The Licensor’s support staff will use best endeavours to respond to the Licensee within four (4) hours of receiving notice of a serious problem being reported.

Moderate - Specific functions do not conform to Functional Specification, but do not impede productive use of the Software.

The Licensor’s support staff will use best endeavours to respond to the Licensee within seventy two (72) hours of a moderate problem being reported.

Minor - Cosmetic production problems and general test system problems that do not affect availability of the production system, on line transaction processing, or have no significant monetary or business value.

The Licensor’s support staff will respond to the Licensee within one (1) week of a minor problem being reported.