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Support 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 & 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 support request by phone 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 software product maintenance or version release. Value-4IT will contact the customer within a maximum of 4 hours, after the customer has placed the support request by phone 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 support request by phone call or Email/Ticket.
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 2 business days, after the customer has placed the support request by phone call or Email/Ticket.

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 Sales, via sales(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.
Quotation
There are no significant bugs in our released software that any significant number of users want fixed!
Bill Gates
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