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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 & 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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