Response and SLA 2018-03-05T18:46:49+00:00

Identify your product below to review customer
response policy and service level agreement.

Customer Response Policy

Reported customer issues are reviewed and resolved by using the process described below.

Logging a Support Case

  • The Daptiv Support Portal, allowing immediate entry into our tracking system, as well as visibility to all your past and present inquiries.
  • The online web form under Help in Daptiv PPM at: https://daptiv.zendesk.com/hc/en-us/requests/new​​
  • Via telephone:
    • US, APAC, LATAM – 1.888.341.9117
    • EU – +33 (0) 4 89 73 73 02

Case Communication

We maintain a two-business day Service Level Agreement (SLA) to follow up on cases requiring additional research. Our goal is to provide updates within two business days, unless an alternate timeframe is communicated. If you require a specific communication plan, please communicate your needs to the Global Care Representative assigned to your case.

Case Response Times

  • Daptiv Support will respond within one business day of receiving your initial inquiry or case.
  • Cases with an issue that requires code changes will be managed according to the Product Issue Response and Resolution Matrix included later in this document.  Issue Prioritization will be completed within 5-7 business days for P2-P3 cases.

Case Priority Assignment

Each case is assigned a priority rating of 0 to 3, based on the follow criteria:

  • Priority 0 = A critical system is down. This case requires all available resources to ensure a swift resolution.
  • Priority 1 = A system is available, but there is an issue blocking system use or feature functionality. There is no immediately available workaround for the issue.
  • Priority 2 = A system is available, but there is an issue that will potentially block use of the system. A workaround exists to produce the desired results.
  • Priority 3 = A system is available, but the issue does not significantly impact use of the system. A workaround has been developed and is sustainable, as determined by the Client.

Resolution Prioritization

Issues escalated to Engineering are prioritized for code solutions, with the following considerations:

  • Priority 0
    • Critical issues are handled immediately by a team of Daptiv Specialists. These issues are expedited and moved into production at the earliest date possible.
  • Priority 1
    • Issues resulting in the loss of use of a system or feature. Issues that affect more than one customer.
    • Issues with no workaround or an invasive workaround.
  • Priority 2
    • Issues significantly affecting system functionality.
    • Issues affecting more than one customer.
    • Issues with minimal effective workarounds.
  • Priority 3
    • Issues with minor impact on system usability.
    • Issues with reasonable workarounds.
    • Low business impact.

Escalation Process

If at any time you feel your issue is not receiving appropriate attention, based on your business needs, the following contacts can be used to discuss your issue further:

  • Contact the Global Care Representative assigned to your case and communicate your desire to escalate the case or issue.
  • Contact the Customer Success Manager assigned to your account.
  • Contact the Director of Customer Success and Global Care.
  • Contact the Chief Customer Officer.

Priority 0 (System Outage)
A critical system or essential business service is down or severely affected, and customers are unable to perform their work in a reasonable manner and within an expected timeframe. There is no workaround.

Phase Response Time Time Description
Case Receipt Immediate Daptiv receives the case number and notifies you of the case number
Care Research & Resolution 24 hours Daptiv actively works to research the reported problem and communicate status updates. Assistance from you or your team may be required.
Root cause Two business days The root cause is documented.

 

Priority 1
An important customer business service is severely affected or an essential business service is critically affected. There is a workaround, but it is not sustainable.

Phase Response Time Time Description
Case Receipt Two business hours Daptiv receives the case and notifies you of the case number.
Case Research Four business hours Daptiv actively works to research the reported problem and communicate status updates. Assistance from you or your team may be required.
Issue Prioritization Two to three business days Daptiv determines an issue exists and that it requires development efforts. The issue is evaluated and prioritized for resolution.

 

Priority 2
A normal business service is slightly affected. A workaround exists to produce the desired results.

Phase Response Time Time Description
Case Receipt Eignt business hours Daptiv receives the case and notifies you of the case number.
Case Research Two business days Daptiv actively works to research the reported problem and communicate status updates. Assistance from you or your team may be required.
Issue Prioritization Five to seven business days Daptiv determines an issue exists and that it requires development efforts. The issue is evaluated and prioritized for resolution.

 

Priority 3
A system is available, but the issue does not significantly affect use of the system. These issues are informational only and may reflect an area for a possible service enhancement. A workaround has been developed and is sustainable, as determined by Client.

Phase Response Time Issue Prioritization
Case Receipt Eight business hours Daptiv receives the case and notifies you of the case number.
Case Research Two business days Daptiv actively works to research the reported problem and communicate status updates. Assistance from you or your team may be required.
Issue Prioritization Five to seven business days Daptiv determines an issue exists and that it requires development efforts. The issue is evaluated and prioritized for resolution.

 

Service Level Agreement

1. SERVICE

    1. 1.1 Access.  Daptiv shall make the Service available twenty-four (24) hours per day, seven (7) days a week with a minimum uptime level of ninety-nine and seven tenths of a percent (99.7%) measured on an aggregate monthly basis, with no single unscheduled outage exceeding four (4) consecutive hours in a single seven (7) day period.  Such service availability does not, however, include regularly scheduled maintenance or any unscheduled downtime due to failures beyond Daptiv’s control (such as errors or malfunctions due to Customer’s computer systems, local networks, or Internet connectivity).
    1. 1.2 Scheduled Maintenance, Upgrades.  Daptiv shall conduct scheduled service maintenance of the Service (“Scheduled Maintenance”) after normal business hours or on weekends.  Daptiv shall give Customer at least five (5) days prior notice of the exact date and time of such Scheduled Maintenance events, via email or other timely means of communication.

2. DATA RETENTION AND RECOVERY
Daptiv shall backup all data on Service as follows: (a) daily incremental disk backups; (b) weekly full server backups; and (c) weekly backup of all stored data at a secure offsite location.  Daptiv shall implement sufficient measures to ensure that the backup data is accessible and maintained in a manner to enable restoration of the backup version of the Service in the event of a system malfunction or outage.

3. REQUESTS FOR SUPPORT

Daptiv service representatives will be available to respond to support requests by phone (US: 1-888-341-9117, EMEA: +33(0)489737302) and web form during the hours of 6:00 AM – 5:30 PM Pacific Time (the “Support Hours”), 8:30AM – 5:00PM Central European Time (EMEA), Monday through Friday excluding nationally recognized holidays. Additional support for Daptiv products is available through the following methods:

  • Searching the online knowledge base for answers to common questions and issues submitted by other customers.

https://daptiv.zendesk.com/hc/en-us/categories/115000272632-Knowledge-Base

  • Entering a support request on the support web form.

https://daptiv.zendesk.com/hc/en-us/requests/new

4. RESPONSE TIME
Daptiv service representatives shall respond to all Customer support requests in a timely and professional manner, and in accordance with the Daptiv Customer Response Policy, which is available upon request.

5. SECURITY MEASURES
Daptiv shall take, at a minimum, the following measures to protect unauthorized access to any Service:

    1. 5.1 At all times during the Term, Daptiv shall use industry-standard online intrusion detection technology to protect third-party access to Service;
    1. 5.2 Trained Internet security specialists shall monitor Service for unauthorized access or use;
    1. 5.3 All access to the Service can be accomplished via the most recent commercially released version of Secure Socket Layer (SSL);
    1. 5.4 Daptiv shall protect Service with a firewall configured to protect unauthorized access to the Service.  If Daptiv reasonably determines that the Protected Services may be compromised, it shall notify Customer and take necessary measures to protect all or affected portions of the Service;
    1. 5.5 Daptiv shall generate and review logs with a Daptiv network security specialist to detect unauthorized activities relating to the Service every thirty (30) days;
    1. 5.6 In accordance with industry best practices, Daptiv shall continually upgrade intrusion detection systems and shall employ additional safeguards as necessary to monitor Service;
    1. 5.7 All Daptiv personnel or technicians who manage or support Service shall be under a duty or contractual obligation to (i) protect Service from unauthorized access or disclosure; (ii) keep confidential all Daptiv-provided passwords for Service set up; and (iii) comply with all applicable laws regarding data security and privacy.

Customer Response Policy

Reported customer issues are reviewed and resolved by using the process described below.

Logging a Support Case

  • The Changepoint Support Portal, allowing immediate entry into our tracking system, as well as visibility to all your past and present inquiries. Contact Support for access to the Support Portal.
  • The online web form under Help in Changepoint PPM, or at: https://support.changepoint.com
  • Via telephone:
    • US, APAC, LATAM – 1.888.341.9117
    • EU – +33 4 8973 7300

Case Communication

  • We maintain a two-business day Service Level Agreement (SLA) to follow up on cases requiring additional research. Our goal is to provide updates within two business days, unless an alternate timeframe is communicated. If you require a specific communication plan, please communicate your needs to the Global Care Representative assigned to your case.

Case Response Times

  • Changepoint Support will respond within one regular business day (eight hours) of receiving your initial inquiry or case.
  • Cases with an issue that requires code changes will be managed according to the Product Issue Response and Resolution Matrix included later in this document.

Case Priority Assignment

  • Upon logging a request, you will assign a priority to the cases.
  • Each case is assigned a priority rating of 1 to 4, based on the follow criteria:
    • Priority 1 = Urgent. A critical system is down. This case requires all available resources to ensure a swift resolution.
    • Priority 2 = High. A system is available, but there is an issue blocking system use or feature functionality. There is no immediately available workaround for the issue.
    • (Priority 3 = Normal) A system is available, but there is an issue that will potentially block use of the system. A workaround exists to produce the desired results.

Resolution Prioritization

  • Priority 1
    • Critical issues are handled immediately by a team of Changepoint Specialists. These issues are expedited and fixes will be delivered to the customers at the earliest date possible.
  • Priority 2
    • Issues resulting in the loss of use of a system or feature.
    • Issues with no workaround or an invasive workaround.
  • Priority 3
    • Issues significantly affecting system functionality.
    • Issues with minimal effective workarounds.
  • Priority 4
    • Issues with minor impact on system usability.
    • Issues with reasonable workarounds.
    • Low business impact.

Escalation Process

If at any time you feel your issue is not receiving appropriate attention, based on your business needs, the following contacts can be used to discuss your issue further:

  • Contact the Customer Care Manager to escalate the case or issue.
  • Contact the Customer Success Manager (CSM) assigned to your account.
  • Contact the Director of Customer Success and Global Care.
  • Contact the Chief Customer Officer.

Priority 1 (System Outage) 

A critical system or essential business service is down or severely affected, and customers are unable to perform their work in a reasonable manner and within an expected time frame. There is no workaround.

Phase Response Time Time Description
Case Receipt Immediate Once a request is submitted, you will receive a reference number for follow up.
Care Research & Resolution 24 hours Changepoint actively works to research the reported problem and communicate status updates. Assistance from you or your team may be required.
Root cause Two business days The root cause is documented.

 

Priority 2
An important customer business service is severely affected or an essential business service is critically affected. There is a workaround, but it is not sustainable.

Phase Response Time Time Description
Case Receipt Four business hours Once a request is submitted, you will receive a reference number for follow up.
Case Research Eight business hours Changepoint actively works to research the reported problem and communicate status updates. Assistance from you or your team may be required.
Issue Prioritization Five to seven business days Changepoint Customer Care identifies that the issue requires escalation and it is sent to the development team for evaluation and prioritization.

 

Priority 3
A normal business service is slightly affected. A workaround exists to produce the desired results.

Phase Response Time Time Description
Case Receipt Eignt business hours Once a request is submitted, you will receive a reference number for follow up.
Case Research Two business days Changepoint actively works to research the reported problem and communicate status updates. Assistance from you or your team may be required.
Issue Prioritization Five to seven business days Changepoint Customer Care identifies that the issue requires escalation and it is sent to the development team for evaluation and prioritization.

 

Priority 4
A system is available, but the issue does not significantly affect use of the system. These issues are informational only and may reflect an area for a possible service enhancement. A workaround has been developed and is sustainable, as determined by Client.

Phase Response Time Time Description
Case Receipt Two business days Once a request is submitted, you will receive a reference number for follow up.
Case Research Five business days Changepoint actively works to research the reported problem and communicate status updates. Assistance from you or your team may be required.
Issue Prioritization Seven to ten business days Changepoint Customer Care identifies that the issue requires escalation and it is sent to the development team for evaluation and prioritization.

 

Service Level Agreement

  1. SERVICE

1.1 Access.  Changepoint shall make the Service available twenty-four (24) hours per day, seven (7) days a week with a minimum uptime level of ninety-nine and seven tenths of a percent (99.7%) measured on an aggregate monthly basis, with no single unscheduled outage exceeding four (4) consecutive hours in a single seven (7) day period.  Such service availability does not, however, include regularly scheduled maintenance or any unscheduled downtime due to failures beyond Changepoint’s control (such as errors or malfunctions due to Customer’s computer systems, local networks, or Internet connectivity).

1.2 Scheduled Maintenance, Upgrades.  Changepoint shall conduct scheduled service maintenance of the Service (“Scheduled Maintenance”) after normal business hours or on weekends.  Changepoint shall give Customer at least five (5) days prior notice of the exact date and time of such Scheduled Maintenance events, via email or other timely means of communication.

  1. DATA RETENTION AND RECOVERY. Changepoint shall backup all data on Service as follows: (a) daily incremental disk backups; (b) weekly full server backups; and (c) weekly backup of all stored data at a secure offsite location. Changepoint shall implement sufficient measures to ensure that the backup data is accessible and maintained in a manner to enable restoration of the backup version of the Service in the event of a system malfunction or outage.
  1. REQUESTS FOR SUPPORT. Changepoint Customer Care representatives will respond to all logged requests using our customer support portal http://changepoint.custhelp.com, during the hours of 6:00 A.M. – 6:00 P.M. Pacific Standard Time, Monday through Friday, excluding nationally recognized holidays (the “Support Hours”).
  1. RESPONSE TIME. Changepoint service representatives shall respond to all Customer support requests in a timely and professional manner, and in accordance with the Changepoint Customer Response Policy, which is available upon request.
  1. SECURITY MEASURES. Changepoint shall take, at a minimum, the following measures to protect unauthorized access to any Service:

5.1 At all times during the Term, Changepoint shall use industry standard online intrusion detection technology to protect third-party access to Service;

5.2 Trained Internet security specialists shall monitor Service for unauthorized access or use;

5.3 All access to the Service can be accomplished via the most recent commercially released version of Secure Socket Layer (SSL);

5.4 Changepoint shall protect Service with a firewall configured to protect unauthorized access to the Service.  If Changepoint reasonably determines that the Protected Services may be compromised, it shall notify Customer and take necessary measures to protect all or affected portions of the Service;

5.5 Changepoint shall generate and review logs with a Changepoint network security specialist to detect unauthorized activities relating to the Service every thirty (30) days;

5.6 In accordance with industry best practices, Changepoint shall continually upgrade intrusion detection systems and shall employ additional safeguards as necessary to monitor Service;

5.7 All Changepoint personnel or technicians who manage or support Service shall be under a duty or contractual obligation to (i) protect Service from unauthorized access or disclosure; (ii) keep confidential all Changepoint-provided passwords for Service set up; and (iii) comply with all applicable laws regarding data security and privacy.

Customer Response Policy

barometerIT

Reported customer issues are reviewed and resolved by using the process described below.

Logging a Support Case

  • barometerIT service representatives will be available to respond to support requests by email at support@barometerit.com.

Case Communication

  • When initially responding to a case, we will honor the communication preference you choose when the case is created.
  • We maintain a two-business day Service Level Agreement (SLA) to follow up on cases requiring additional research. Our goal is to provide updates within two business days, unless an alternate timeframe is communicated. If you require a specific communication plan, please communicate your needs to the Global Care Representative assigned to your case.

Case Response Times

  • barometerIT Support will respond within one regular business day (eight hours) of receiving your initial inquiry or case.
  • Cases with an issue that requires code changes will be managed according to the Product Issue Response and Resolution Matrix included later in this document.

Case Priority Assignment

Each case is assigned a priority rating of 0 to 3, based on the follow criteria:

  • Each case is assigned a priority rating of 0 to 3, based on the following criteria:
    • Priority 0 = A critical system is down. This case requires all available resources to ensure a swift resolution.
    • Priority 1 = A system is available, but there is an issue blocking system use or feature functionality. There is no immediately available workaround for the issue.
    • Priority 2 = A system is available, but there is an issue that will potentially block use of the system. A workaround exists to produce the desired results.
    • Priority 3 = A system is available, but the issue does not significantly impact use of the system. A workaround has been developed and is sustainable, as determined by Client.

Resolution Prioritization

  • Issues escalated to Engineering are prioritized for code solutions, with the following considerations:
    • Priority 0
      • Critical issues are handled immediately by a team of barometerIT Specialists. These issues are expedited and moved into production at the earliest date possible.
    • Priority 1
      • Issues resulting in the loss of use of a system or feature. Issues that affect more than one customer.
      • Issues with no workaround or an invasive workaround.
    • Priority 2
      • Issues significantly affecting system functionality.
      • Issues affecting more than one customer.
      • Issues with minimal effective workarounds.
    • Priority 3
      • Issues with minor impact on system usability.
      • Issues with reasonable workarounds.
      • Low business impact.

Escalation Process

  • If at any time you feel your issue is not receiving appropriate attention based on your business needs, the following contacts can be used to discuss your issue further:
    • Contact the Customer Care Manager assigned to your case and communicate your desire to escalate the case or issue.
    • Contact the Customer Success Manager assigned to your account.
    • Contact the Director of Customer Success and Global Care.
    • Contact the Chief Customer Officer.

Priority 0 (System Outage) 

A critical system or essential business service is down or severely affected, and customers are unable to perform their work in a reasonable manner and within an expected time frame. There is no workaround.

Phase Response Time Time Description
Case Receipt Immediate barometerIT receives the case and notifies you of the case number.
Care Research & Resolution 24 hours barometerIT actively works to research the reported problem and communicate status updates. Assistance from you or your team may be required.
Root cause Two business days The root cause is documented.

 

Priority 1
An important customer business service is severely affected or an essential business service is critically affected. There is a workaround, but it is not sustainable.

Phase Response Time Time Description
Case Receipt Two business hours barometerIT receives the case and notifies you of the case number.
Case Research Four business hours barometerIT actively works to research the reported problem and communicate status updates. Assistance from you or your team may be required.
Issue Prioritization Five to seven business days barometerIT determines an issue exists and that it requires development efforts. The issue is evaluated and prioritized for resolution.

 

Priority 2
A normal business service is slightly affected. A workaround exists to produce the desired results.

Phase Response Time Time Description
Case Receipt Eight business hours barometerIT receives the case and notifies you of the case number.
Case Research Two business days barometerIT actively works to research the reported problem and communicate status updates. Assistance from you or your team may be required.
Issue Prioritization Five to seven business days barometerIT determines an issue exists and that it requires development efforts. The issue is evaluated and prioritized for resolution.

 

Priority 3
A system is available, but the issue does not significantly affect use of the system. These issues are informational only and may reflect an area for a possible service enhancement. A workaround has been developed and is sustainable, as determined by Client.

Phase Response Time Time Description
Case Receipt Eight business hours barometerIT receives the case and notifies you of the case number.
Case Research Two business days barometerIT actively works to research the reported problem and communicate status updates. Assistance from you or your team may be required.
Issue Prioritization Five to seven business days barometerIT determines an issue exists and that it requires development efforts. The issue is evaluated and prioritized for resolution.

 

Service Level Agreement

barometerIT

    1. SERVICE

      1.1 Access.  barometerIT shall make the Service available twenty-four (24) hours per day, seven (7) days a week with a minimum uptime level of ninety-nine and seven tenths of a percent (99.7%) measured on an aggregate monthly basis, with no single unscheduled outage exceeding four (4) consecutive hours in a single seven (7) day period.  Such service availability does not, however, include regularly scheduled maintenance or any unscheduled downtime due to failures beyond barometerIT’s control (such as errors or malfunctions due to Customer’s computer systems, local networks, or Internet connectivity).

      1.2 Scheduled Maintenance, Upgrades.  barometerIT shall conduct scheduled service maintenance of the Service (“Scheduled Maintenance”) after normal business hours or on weekends.  barometerIT shall give Customer at least five (5) days prior notice of the exact date and time of such Scheduled Maintenance events, via email or other timely means of communication.

    2. DATA RETENTION AND RECOVERY. barometerIT shall backup all data on Service as follows: (a) synchronized in real-time to a separate disaster-recovery region; (b) daily snapshots retained for 30 days; (c) one snapshot prior to each release (roughly every 8 weeks) retained for a minimum of one year.
    3. REQUESTS FOR SUPPORT. barometerIT service representatives will be available to respond to support requests by email (support@barometerIT.com) during the hours of 8:00 A.M. – 5:00 P.M. Central Time USA (the “Support Hours”), Monday through Friday, excluding nationally recognized holidays.  Additional support for barometerIT products is available through the following methods:
    4. RESPONSE TIME. barometerIT service representatives shall respond to all Customer support requests in a timely and professional manner, and in accordance with the barometerIT Customer Response Policy, which is available upon request.
    5. SECURITY MEASURES. barometerIT shall take, at a minimum, the following measures to protect unauthorized access to any Service:

5.1 At all times during the Term, barometerIT shall use industry-standard online intrusion detection technology to protect third-party access to Service;

5.2 Trained Internet security specialists shall monitor Service for unauthorized access or use;

5.3 All access to the Service can be accomplished via the most recent commercially released version of Secure Socket Layer (SSL);

5.4 barometerIT shall protect Service with a firewall configured to protect unauthorized access to the Service.  If barometerIT reasonably determines that the Protected Services may be compromised, it shall notify Customer and take necessary measures to protect all or affected portions of the Service;

5.5 barometerIT shall generate and review logs with a barometerIT network security specialist to detect unauthorized activities relating to the Service every thirty (30) days;

5.6 In accordance with industry best practices, barometerIT shall continually upgrade intrusion detection systems and shall employ additional safeguards as necessary to monitor Service;

5.7 All barometerIT personnel or technicians who manage or support Service shall be under a duty or contractual obligation to (i) protect Service from unauthorized access or disclosure; (ii) keep confidential all barometerIT-provided passwords for Service set up; and (iii) comply with all applicable laws regarding data security and privacy.