CAST Support SLA

ERRORS AND RESPONSE

Error Severity level	Severity level description	Incident		Problem
		Acknowledgment Time	Resolution Time not to exceed:	Resolution Time not to exceed:
1	BLOCKING: Reported problems preventing all useful work from being done by Software, or Software functionality is inoperative.	Less than 2 hours after notification - constant effort until fixed	24 business hours	25 business days
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.	Less than 4 hours	56 business hours	30 business days
3	DEGRADED OPERATIONS: Reported problems disabling specific non-essential functions of Software; and/or Licensee has determined a work-around for the Error condition.	Less than 48 hours	10 business days	90 business days
4	MINIMAL IMPACT: Any deviation from Documentation not otherwise included in a Severity 1, 2, or 3 categories	Within a week	N/A	6 months

Definitions:

 

Acknowledgment Time means the time from when Licensee submits a request for help on https://help.castsoftware.com/hc/en-us/sections/205872067-Getting-Started until Licensor replies

 

Incident  means the Software is not behaving as described in the Documentation. Typical examples include availability or performance issues. Licensor’s Technical Support Team’s objective is to restore the service as quickly as possible using either a workaround or a previously documented definitive solution. The focus is on unblocking the Licensee.

 

Incident Resolution means to restore the service provided by Licensor. This solution can be a new software version or a procedure to be executed in order to recover from a service disruption (Workaround).

 

Major Version means a new version containing 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 8.x).

 

Minor Version means a new version including limited improvements to existing functionality. The changes or improvements will not 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 8.2).

 

Patch means 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 the following format: HotFix_<service pack number>.<build number>.<patch number>. (for example, HotFix_8.2.3.1497.01).

 

Problem means a defect in the Software, an issue in configuration, a flaw in the Documentation, or any other issue related to the Software which is likely to lead to future incidents. Licensor’s Technical  Support Team’s objective is to identify the root cause and correct it via a corrective action or a definitive solution which will proactively mitigate the risk. Problem tickets to track a Problem will be opened by Licensor’s Technical Support Team based on Incidents reported by Licensee.

 

Problem Resolution means correcting the fundamental cause of a Problem, after root cause analysis, by publishing a documented Workaround  Solution or a permanent solution.

 

Service Pack means a collection of corrections or limited improvements related to a minor version of the Software resulting in a more robust version whose functionality shall be identical to the minor version. A Service Pack shall be indicated by the first three digits of the version number (for example 8.2.5 which identifies the 4^th service pack applicable to the 8.2 minor version).

 

Resolution Time 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, Licensee’s application Source Code sample) until there is a permanent solution for the Defect.  In order to calculate the Incident Resolution deadline, the time Licensor is waits for an action or information from Licensee is not taken into account. Only time during which the Incident is being handled by Licensor is taken into account. Time during which the case is in “awaiting reply” status, (i.e. Licensor is waiting for an action or information from Licensee), is not taken into account.. 

 

The Resolution Time is applicable only if Licensee: a) uses a Minor Version supported by CAST AIP and b)  uses the latest Service Pack for such Minor Version. Furthermore, the response times are applicable only if the logs, web-session, database extract, Licensee’s application Source Code sample etc, provided by Licensee enable Licensor’s Technical Support Team to reproduce the error.

 

Workaround Solution means a technically feasible change whereby the impact of an Incident or a Problem is reduced or eliminated, for which a complete solution is not yet available.