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Support SLAs

All customers with a valid fully paid support agreement or product license (evaluation or paid) are supported in accordance with the service level agreements below. All other customers are supported on a best effort basis only.

Severity Definitions

  • Sev 1 - Urgent
    • An incident is delaying production go live.  No feasible work around exists.
  • Sev 2 - High
    • An incident is causing significant impact to the project schedule.
  • Sev 3 - Normal
    • Minor or low impact issues not impacting projects or an issue for which a viable work around exists
  • Sev 4 - Low
    • Functionality questions, feature requests / suggestions and license requests. There is no impact on the quality, performance or functionality of TIBant or BWUnit.

Response Times

  • Sev 1 - Urgent
    • Within 1 business day for 95% of tickets
  • Sev 2 - High
    • Within 2 business days for 95% of tickets
  • Sev 3 - Normal
    • Within 5 business days for 95% of tickets
  • Sev 4 - Low
    • Within 5 business days for 95% of tickets

Resolution Times

  • Sev 1 - Urgent
    • Within 2 business day for 95% of tickets
  • Sev 2 - High
    • Within 5 business days for 95% of tickets
  • Sev 3 - Normal
    • For 95% of tickets, resolved as part of the next release, unless the next release is within 10 business days of the ticket being raised, in which case it will be resolved in the following release.
  • Sev 4 - Low
    • Functionality Questions
      • Best Effort
    • Feature requests / suggestions
      • Within 20 business days for 95% of tickets.
    • License Requests
      • Within 5 business days for 95% of tickets.
When a support request is received via email or http://windyroad.org/support, an automated response will be emailed to the requester, confirming receipt of their support request.  This automated email is not included in the calculation of response times.

Windy Road commit to do our best to resolve requests with the information that has been provided, however in situations where more information is needed, the time the ticket spends waiting for a response from the requester will not be counted towards the resolution time.  Similarly license requests that are pending payment will not have the time pending counted towards the resolution times.
Sev 1 and Sev 2 tickets may be downgraded to Sev 3 if a viable work around is provided.
Resolution for code defects may be provided via a new version or a hotfix to the current version.
No commitment is made to fix or provide work arounds for defects or deficiencies in other productions, such as the operating system, TIBCO BusinessWorks or Java.
Feature requests are considered resolved when they are added to the feature request list or rejected, not when they are implemented.
Business days are Monday to Friday Sydney Time, excluding NSW Government gazetted Public Holidays.    


 

 

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