SUPPORT TERMS
Support Time
8 am to 6 pm PST (Monday – Friday) (excluding company holidays)
Support Phone
(619) 500-2225
Support Email
support@arworkflow.com
Case Logging
Telephone Support |
Email Support |
Service maintenance, which includes maintenance releases, enhancements, new versions, additions, and modifications to the Service, that it provides to all other customers under support for no additional fee. |
Bug fixes to bring the Service into substantial conformance with its then-current user guide. |
Response time in accordance with the chart below. |
Resolution Process for Issues of Severity Levels 1 and 2: |
(1) Trouble Ticket opened. |
(2) Assign engineer to determine and correct the error. |
(3) Periodic reports on the status of the correction. |
(4) Initiate work to correct the error. |
Scheduled Outages are usually scheduled during [●] and customers are usually notified via [●]. |
RESPONSE TIME CHART
SEVERITY | DEFINITION | RESPONSE GOAL | DETAILS |
---|---|---|---|
SEVERITYSeverity 1 |
DEFINITIONService substantially fails to perform. |
RESPONSE GOAL1 hour |
DETAILS(1) Trouble Ticket opened. (2) Assign engineer to determine and correct the error. (3) Periodic reports on the status of the correction. (4) Initiate work to correct the error. |
SEVERITYSeverity 2 |
DEFINITIONSubstantial degradation in performance of the Service. |
RESPONSE GOAL2 hours |
DETAILS(1) Trouble Ticket opened. (2) Assign engineer to determine and correct the error. (3) Periodic reports on the status of the correction. (4) Initiate work to correct the error. |
SEVERITYSeverity 3 |
DEFINITIONMinimal-to-no impact on the availability or performance of the Service. |
RESPONSE GOAL3 days |
DETAILSCommercially reasonable efforts to include in next major release. |