Support Response Times
The response time clock starts when ENSYTE has received sufficient error documentation to duplicate the problem/error.
Support requests are handled in a structured manner in line with what is agreed upon in the support and maintenance agreement (SMA). Normal practice is that all support requests are given a category ranging from low to urgent; outlined below:
Category “URGENT”:
System down or main function is unavailable causing severe problems for users resulting in tasks not being completed. ENSYTE will begin work within 4 hours of confirmed notification accompanied by problem documentation sufficient to duplicate the incident. Work will continue until an acceptable solution or workaround is achieved.
Category “HIGH”:
Important function in the system works incorrectly but there is a reasonable work around allowing users to finish their task. ENSYTE will begin work within 8 hours of confirmed notification during support hours and will continue until an acceptable solution or workaround is achieved.
Category “MEDIUM”:
Minor functional defect. Work around available for the user to finalize a task. ENSYTE will provide an initial response within 16 support hours of confirmed notification. The Customer will be informed of a decision regarding workaround or enhancements to be included in upcoming release within a reasonable amount of time.
Category “LOW”:
Minor defect, software error causing low impact on the user. ENSYTE will provide initial response regarding the software error within 16 support hours of confirmed notification and will deliver further information or clarification within a reasonable amount of time. If appropriate, the customer will be informed of a decision regarding workaround or enhancements to be included in upcoming releases.
Error Category
Response time within Support Hours (9 a.m. -5 p.m. CST)
Error correction or workaround activities
Category URGENT
4
Until solved
Category HIGH
8
Next release
Category MEDIUM
16
Coming release
Category LOW
16
Coming release