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Support
Policy
Value-4IT has created this support statement in order to document
our commitment to your product usage requirements.
Support Coverage
Value-4IT provides 24*7 Mission Critical support.
Severity Levels and Response Times
Initially the customer
decides the problem Severity Level when they place the call and this
will dictate the associated response time, as per the information
contained within the following table:
|
Severity # |
Severity
Definition Description |
Response Time Metrics |
|
Severity 1 |
A business critical system
component or application is not operational, preventing your
system from Production service. Data integrity is at risk
and you are willing to work on a 24*7 basis with Value-4IT
Support, providing the necessary resources to help diagnose
and resolve the problem. |
Value-4IT will contact the
customer within a maximum of 2 hours, after the customer has
placed the initial call. |
|
Severity 2 |
A problem and associated
product defect significantly impacts operation, but there is
a mutually acceptable work-around which does not prevent
system and/or application processing, which requires
resolution on or before the next product maintenance
release. |
Value-4IT will contact the
customer within a maximum of 2 hours, after the customer has
placed the initial call. |
|
Severity 3 |
A problem has been identified
which does not prevent your system and/or application from
running, but does require a work-around to accomplish a
valid business requirement. Such a requirement may be
placed on Product Development roadmaps for inclusion in a
future (or the next) release. |
Value-4IT will respond within
a maximum of 1 business day, after the customer has placed
the initial call. |
|
Severity 4 |
An insignificant or low impact
problem that does not prevent your system and/or application
from running, which might be categorized as a usability or
documentation issue. The permanent resolution may appear in
a future product release of the software or associated documentation.
|
Value-4IT will respond within
a maximum of 1 business day, after the customer has placed
the initial call. |
Business As Usual (BAU) Support Requests
Outside
of product defect and technical usage of software supported by
Value-4IT, for the avoidance of doubt, other sales and commercial
support requests are classified below:
|
BAU Support Request
Description |
Recommended Customer Activity |
|
Software License Change: Customer is
modifying their CPU configuration, requiring the generation
of new license keys. |
Please contact Value-4IT
Sales, via sales(at)value-4it.com. |
|
Maintenance Contract: Customer would like to
discuss their software product maintenance contract (E.g.
Renewal). |
Please contact Value-4IT
Sales, via sales(at)value-4it.com. |
|
General Product Health-Check: Customer would
like to discuss general software product usage, performance,
et al. |
Please contact Value-4IT
Support, via support(at)value-4it.com. |
|
General Feedback: Customer has product ideas
or would like to discuss Professional Services/Consultancy
activities, et al. |
Please contact Value-4IT
Sales, via sales(at)value-4it.com. |
Amendments
Any changes to this
policy will be posted at this web link and will be effective as and
when posted.
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A problem clearly stated is a problem half solved. |
There are no significant bugs in our released software that any
significant number of users want fixed!
Bill Gates
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