Support Management – Service Level Agreement
AppCan provide telephone, email support services during normal business hours of 09:00 to 17:00 Monday to Friday (excluding public holidays).
Support Process
AppCan will provide technical support for issues identified in the Mobile Application (AppCan Mobile), Web portal (AppCan Cloud), AppCan Data Warehouse & APIs
End Users of the AppCan Platform will raise an identified issue with their relevant internal support service (formalised user, technical support and admin support services).
The internal support service will assess the relevant issue and determine the following course of action for the AppCan Platform:
- Training issue – resolve as required through internal process
- Hardware issue – resolve as required through internal processes.
- Connectivity issue – resolve as required through internal processes.
- Application logon – reset and check user details on the portal to resolve activation.
- Application functionality issue – confirm with relevant business sponsor / project manager that the functionality is not performing as expected. Raise a formal support with AppCan if issue cannot be resolved.
- Application data upload issue – internal support services to determine if the issue is not being caused by network, phone or phone data allowance issue. Raise a formal support with AppCan if issue cannot be resolved.
Raising a formal technical support request with AppCan by emailing our support desk (the following minimum information is required):
- Date / time issue raised.
- User details.
- Details of issue being experienced.
- Details of remedial action already taken.
- User contact details (if required)
- AppCan will respond to the customer by confirming receipt of the within the timescales as shown.
- AppCan will determine the severity level of the issue.
- If multiple issues are raised, priority for resolution will be given to the highest level priorities.
- AppCan will provide and estimated time for resolution.
- AppCan will provide regular updates to the Company contact during resolution if the expected time for resolution cannot be met.
- AppCan will provide the resolution or proposed resolution in the form of a code fix to the Customer contact once the issue has been resolved.
Support Levels
| SEVERITY | ACKNOWLEDGEMENT OF ISSUE | COMMUNICATION OF PLAN AND ESTIMATED TIME-LINE TO RESOLVE |
|---|---|---|
| Critical | 2 business hours | 3 business hours |
| High | 1 business day | 2 business days |
| Medium | 2 business days | 5 business days |
| Low | 3 business days | 5 business days |
Critical Severity
Definition: A Critical Severity issue has critical business impact on a production system, resulting in a Customer’s production system being unavailable for all users with significant impact on business process.
Response: AppCan will provide a response by a qualified member of its staff to begin to diagnose the fault within 2 business hours after notification. Critical issues can be raised by telephone, email or the web based support, but we ask that in the event of a critical issue that you contact us by telephone as well in order to expedite the response.
AppCan will use commercially reasonable efforts to provide a resolution plan which includes timescales and a communication plan for regular updates within two (2) business hours. The resolution plan may include a work-around/mitigation or as an emergency software fix. If AppCan delivers an acceptable work-around/mitigation, the severity classification will drop to a lower severity level determined by the residual business impact.
High Severity
Definition: A High Severity issue has high business impact on a production system, resulting in significant core functionality loss on Customer’s production system for all or most users..
Response: AppCan will provide a response by a qualified member of its staff to begin to diagnose the fault within one (1) business day after notification. High severity issues can be raised by telephone, email or the web based support portal, but we ask that in the event of a high severity issue that you contact us by telephone as well in order to expedite the response.
AppCan will use commercially reasonable efforts to provide a resolution plan which includes timescales and a communication plan for regular updates within two (2) business days. The resolution plan may include a work-around/mitigation or as an emergency software fix. If AppCan delivers an acceptable work-around/mitigation, the severity classification will drop to a lower severity level determined by the residual business impact.
Medium Severity
Definition: A Medium Severity issue has moderate business impact on a production system, resulting in some functionality loss on Customer’s production system of non-core functionality. The Software is usable, but does not provide a function in the most convenient or expeditious manner. For example: partial loss of functionality for significant portion of users, or significant loss of functionality for subset of users
Response: AppCan will provide an initial response by a qualified member of its staff to begin to diagnose a Medium Severity fault within two (2) business day of notification by Customer via telephone, email or the web based support portal.
AppCan will use commercially reasonable efforts to provide a resolution plan which includes timescales and a communication plan for regular updates within five (5) business days. The resolution plan may include a work-around/mitigation or as an emergency software fix. If AppCan delivers an acceptable work-around/mitigation, the severity classification will drop to a lower severity level determined by the residual business impact. For medium severity issues the resolution plan may target a fix in the next scheduled release of the software.
Low Severity
Definition: A Low Severity issue is for issues only affecting a small number of users or widespread issues affecting minor app functionality, non-production questions including general usage questions, issues related to a non-production environment, or feature requests. There is minimal impact on the quality, performance or functionality on Customer’s production system.
Response: AppCan will provide an initial response by a qualified member of its staff to begin to diagnose a Low Severity fault within three (3) business days of notification by Customer. AppCan does not guarantee a resolution time for Low Severity incidents.
3rd Party Services
Please note – AppCan cannot take responsibility for availability of 3rd party services in line with this agreement. This would cover, but is not limited to, the iOS Apple App Store and Google Play Store.
