Support Timeframes & Priority - Revision history

Pinvoicer: /* Definition of Incident Categories: */

2018-08-29T00:23:10Z

Definition of Incident Categories:

Pinvoicer: /* Definition of Incident Categories: */

2018-08-29T00:22:40Z

Definition of Incident Categories:

Pinvoicer: /* Definition of Incident Categories: */

2018-08-29T00:20:45Z

Definition of Incident Categories:

Pinvoicer at 00:19, 29 August 2018

2018-08-29T00:19:55Z

Pinvoicer: Created page with " Customers are asked to verify (via their licence agreement) their agreed quota of support hours and service level agreement type. The agreed number of support hours as inclu..."

2018-08-29T00:07:38Z

Created page with " Customers are asked to verify (via their licence agreement) their agreed quota of support hours and service level agreement type. The agreed number of support hours as inclu..."

New page

Customers are asked to verify (via their licence agreement) their agreed quota of support hours and service level agreement type.

The agreed number of support hours as included in your licence fee is allocated in 15 minutes intervals will be provided lodged via the ticket system. Additional hours are charged per contract rates (charged in 15 minutes intervals). After hours, weekends and public holidays have a 100% loading. This does not include software development or modifications.

Customers who trade outside their agreed terms will incur a lower support priority. In the case of significant breaches of payment terms support may be withheld.

'''Support Priority:'''
PinvoiceR has an established process for responding to customer support issues and requests for assistance. PinvoiceR will respond to support requests on the in the following order:

System wide connectivity, provisioning, hardware and network events & outages (Category A)
Isolated customer connectivity, provisioning, hardware and network events & outages (Category A)
Customers with an Enterprise Support Service Level Agreement
Issues that interrupt established work flow in core software features
Issues that interrupt established work flow in custom software features
User assistance, coaching, advice and help desk tasks
4. Customers with a Priority Support Service Level Agreement

Issues that interrupt established work flow in core software features
Issues that interrupt established work flow in custom software features
User assistance, coaching, advice and help desk tasks

�
5. Customers with a Standard Support Service Level Agreement
Issues that interrupt established work flow in core software features

Issues that interrupt established work flow in custom software features

User assistance, coaching, advice and help desk tasks
Definition of Incident Categories:
Category A Incident
PinvoiceR Software System is unavailable and cannot be accessed or used.
Resolution Time (Response + Fix time) from the time the support department is notified -
Up to 270 minutes
Category B Incident
PinvoiceR Software System as a whole can be accessed but one or more of the services cannot be accessed and users cannot carry out their planned work.
Resolution Time(Response + Fix time) from the time the support department is notified -
Up to 2 days
Category C Incident
An incident that is inconvenient for the user, but where there is a workaround that does not disrupt the planned workload.
Resolution Time(Response + Fix time) from the time the support department is notified -
Up to 5 days
Category D Incident
An incident which has a minor impact on the PinvoiceR Software System which can be endured without interruption to the planned workload.
Resolution Time(Response + Fix time) from the time the support department,is notified -
Up to 12 days
If the Support department determines that the incident logged cannot be reproduced in a standard environment, you will be contacted by PinvoiceR

***Please note PinvoiceR does not support tickets that are deemed to be user error related - i.e. data entry or processing errors ***

A & B Incidents
Category A & B incidents are deemed as “Critical”. Critical incidents are considered to be incidents that are business critical (i.e. the software or system does not operate correctly or where a serious error prevents the ongoing use of the software or system and there is no workaround).

All business critical incidents will be escalated to the highest priority at PinvoiceR and we will work with you until the issue is resolved or there is a suitable work-around.

C & D Incidents
All C & D incidents must be reported online via the ticket system, in order to provide contact points for follow up and resolution.

Other
Incidents that involve specific corporate data may involve a charge to resolve. PinvoiceR will notify you prior to commencing any work and provide a quote if services are required.

Incidents that involve third party application integration, data services, data migration or hardware issues may incur a charge to resolve. PinvoiceR will notify you prior to commencing any work and provide a quote if services are required.

@@ Line 64: / Line 64: @@
 If the Support department determines that the incident logged cannot be reproduced in a standard environment, you will be contacted by PinvoiceR
-***Please note PinvoiceR does not support tickets that are deemed to be user error related - i.e. data entry or processing errors ***
+Please note PinvoiceR does not support tickets that are deemed to be user error related - i.e. data entry or processing errors
 '''A & B Incidents'''

@@ Line 35: / Line 35: @@
 {| class="wikitable"
-! style="font-weight:bold; background-color:#ffcc67;" | Category A Incident
+! colspan="3" style="background-color:#ffcc67; color:#ffcc67;" |
-! PinvoiceR Software System is unavailable and cannot be accessed or used.
+|-
-! Resolution Time (Response + Fix time) from the time the support department is notified -
+| style="font-weight:bold; background-color:#ffcc67;" | Category A Incident
 Up to 270 minutes
@@ Line 58: / Line 60: @@
 Up to 12 days
 |}
 If the Support department determines that the incident logged cannot be reproduced in a standard environment, you will be contacted by PinvoiceR
@@ Line 66: / Line 66: @@
 ***Please note PinvoiceR does not support tickets that are deemed to be user error related - i.e. data entry or processing errors ***
-A & B Incidents
+'''A & B Incidents'''
 Category A & B incidents are deemed as “Critical”. Critical incidents are considered to be incidents that are business critical (i.e. the software or system does not operate correctly or where a serious error prevents the ongoing use of the software or system and there is no workaround).
 All business critical incidents will be escalated to the highest priority at PinvoiceR and we will work with you until the issue is resolved or there is a suitable work-around.
-C & D Incidents
+'''C & D Incidents'''
 All C & D incidents must be reported online via the ticket system, in order to provide contact points for follow up and resolution.
 Other
 Incidents that involve specific corporate data may involve a charge to resolve. PinvoiceR will notify you prior to commencing any work and provide a quote if services are required.
 Incidents that involve third party application integration, data services, data migration or hardware issues may incur a charge to resolve. PinvoiceR will notify you prior to commencing any work and provide a quote if services are required.

@@ Line 11: / Line 11: @@
-System wide connectivity, provisioning, hardware and network events & outages (Category A)
+. System wide connectivity, provisioning, hardware and network events & outages (Category A)
-Issues that interrupt established work flow in core software features
+. Isolated customer connectivity, provisioning, hardware and network events & outages (Category A)
-�
+. Customers with an '''Enterprise Support Service Level Agreement'''
-. Customers with a Standard Support Service Level Agreement
+* Issues that interrupt established work flow in core software features
-Issues that interrupt established work flow in core software features
+* Issues that interrupt established work flow in custom software features
 Up to 270 minutes
-Category B Incident
+|-
-PinvoiceR Software System as a whole can be accessed but one or more of the services cannot be accessed and users cannot carry out their planned work.
+| style="font-weight:bold; background-color:#ffcc67;" | Category B Incident
-Resolution Time(Response + Fix time) from the time the support department is notified -
+| PinvoiceR Software System as a whole can be accessed but one or more of the services cannot be accessed and users cannot carry out their planned work.
 Up to 2 days
-Category C Incident
+|-
-An incident that is inconvenient for the user, but where there is a workaround that does not disrupt the planned workload.
+| style="font-weight:bold; background-color:#ffcc67;" | Category C Incident
-Resolution Time(Response + Fix time) from the time the support department is notified -
+| An incident that is inconvenient for the user, but where there is a workaround that does not disrupt the planned workload.
 Up to 5 days
-Category D Incident
+|-
-An incident which has a minor impact on the PinvoiceR Software System which can be endured without interruption to the planned workload.
+| style="font-weight:bold; background-color:#ffcc67;" | Category D Incident
-Resolution Time(Response + Fix time) from the time the support department,is notified -
+| An incident which has a minor impact on the PinvoiceR Software System which can be endured without interruption to the planned workload.
 Up to 12 days
 If the Support department determines that the incident logged cannot be reproduced in a standard environment, you will be contacted by PinvoiceR