CAST Support SLA

ERRORS AND RESPONSE

Error Severity   Level Severity Level Description Response Response time
  1    BLOCKING: Reported problems preventing all   useful work from being done by Software, or Software functionality is   inoperative.    1. Acknowledgment  1. Less than 2 hours after notification - constant effort until fixed 
  2. Temporary fix - Workaround or patch 2. Not to exceed 5 business days
  3. Permanent fix     3. Within 30 working days
  4. Communications for Temporary fix 4. Daily 
    2      SEVERE IMPACT: Software is partially inoperative and is   considered as severely restrictive by Licensee in its ability to have the   Software perform according to Documentation.    1. Acknowledgment  1. Less than 4 hours 
  2. Temporary fix - Workaround only 2. Less than 10 business days
  3. Permanent fix  3. Within 30 business days  
  4. Communications for Temporary fix 4. Every 48 hours
  3     DEGRADED OPERATIONS: Reported problems disabling   specific non-essential functions of Software; and/or Licensee has determined   a work-around for the Error condition.     1. Acknowledgment  1. Less than 48 hours 
  2. Temporary fix - Workaround only 2. Less than 15 business days
  3. Permanent fix  3. Future service packs
  4. Communications for Temporary fix 4. Weekly
  4    MINIMAL IMPACT: Any deviation from Specifications not   otherwise included in a Severity 1, 2, or 3 category.    1. Acknowledgment  1. Within 1 week 
  2. Temporary fix 2. N/A
  3. Permanent fix 3. Future service packs/minor or major versions 
  4. Communications for Permanent fix 4. 30 working days notice before next service pack/minor or major version 


Definitions
 

 

- A Major version shall mean a new version comprising significant improvements in existing functionality or the addition of new functions. A major version is indicated by the first digit of the version number (for example 3).

 

- A minor version shall mean a new version including improvements to existing functionality. The changes or improvements shall be considered not to affect functionality and/or the interoperability of the Software installed. A minor version is indicated by the first two digits of the version number (for example 3.3).

 

- Service pack shall mean a version of the Software which in functionality shall be identical to the preceding version, but which shall include a collection of corrections or improvements. A service pack shall be indicated by the first three digits of the version number (for example 3.6.4).

 

- Patch shall mean an ad-hoc addition to the Software to correct or improve a current version thereof and which does not constitute an enhancement. A patch shall generally comprise only a collection of new files and/or programs comprising the Software. A patch shall be indicated by a letter following the first three digits in the version number of the Software (for example 3.6.4 a).

 

- Workaround is a different way of using the product. to achieve the desired result.    

 

- Temporary fix: is a work around or a patch. 

 

- Permanent fix: a correction in a service pack, minor or major version. 

 

 

Response times

 

- Response time for Acknowledgement means the time from when Licensee places the call or sends an email until Licensor replies.

 

- Response time for the temporary fix: means the time from when Licensor’s Technical Support Team can verify the reported problem via proper documentation (e.g. logs, web-session, database extract, source code sample)  until Licensor  provides a workaround or a patch for blocking issues. 

 

- Response time for the permanent fix: means the time from when the Licensor’s Technical Support Team can verify the reported problem via proper documentation (e.g. logs, web-session, database extract, source code sample) until there is a permanent fix in the software defect.

 

The response times are applicable if the user uses the latest service pack of each major/minor version supported by CAST AIP and provides required input. In case source code and/or CAST databases cannot be provided and are required, resolution times cannot be guaranteed.

 

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