Support
Support
Support means a service provided by the FA for the client to report FA system related technical issues and to request FA system related usage guidance. Support is provided for the client's trained main users. Support is offered via FA Helpdesk which acts as a single point of contact to all support related matters. FA’s support serves clients during default business hours Mon-Fri 0800-1700 CET according to SLA defined in the agreement. SLA applies to production environment and after the customer has gone live with the FA system. The scope of the support depends on the support types included in the Plan. Different support types are described below. Services can be requested via Service Request. Please see Services for more information.
Self Service Support
Self Service support includes the client access to all documentation of FA Platform. Based on documentation (FA Helpdesk and FA Documentation), customers can independently browse/search the documentation, find answers and apply instructions to their questions.
Standard Support
Standard support provides general assistance on product usage related questions and a forum for product related issue reporting. The Standard support is provided by FA’s Customer Support team via FA Helpdesk ticketing system.
Consultative Support
Consultative support provides case specific assistance on product usage related questions. Consultative support can be requested via FA Helpdesk ticketing system. The Consultative support is initiated via FA HelpDesk and if needed followed up by online calls. Consultative support is provided by FA’s Customer Support or Professional Services team.
Developer support
Developer support provides assistance on product customizability related questions. Product customizability options are described in the Customizability. Developer support is initiated via FA Helpdesk ticketing system and if needed followed up by online calls. Developer support is provided by FA’s Professional Services team.
SLA
FA Customer Services provides assistance and processes customer requests according to service level agreement which includes guaranteed response and resolution times, based on requests' priority classification and subscription Plan.
Request priorities are classified as:
Urgent request = issue is preventing the whole production
High request = issue is seriously impeding production
Normal request = issue is impeding production or preventing test usage
Low request = issue is general question, improvement or new feature request, or otherwise not impeding production by any means, has a workaround
Priorities are objectively evaluated and can be adjusted by Customer Services.
Support 1st Response time / 1st Resolution time
Hours are measured during default business hours Mon-Fri 0800-1700 CET.
Response time means that the request is in progress or resolution suggestion is given by Customer Services. Response times, per subscription level, are defined in the matrix below. Resolution times are included in the “Advance” plan only. First Resolution time is the first time that an Agent sets a ticket to solved, Full Resolution is when a ticket is fully resolved and the customer does not re-open it with further questions or concerns. The time is specified as the time between a ticket creation time and the first timestamp the ticket was marked as solved. When the request is set as solved, pending, or on-hold, which stops SLA calculation, when for example a workaround, instruction, schedule for an improvement, new feature, or product defect has been provided. Resolution time SLA does not apply to requests recognized and then classified as change, new feature or improvement.
Priority | Activate | Automate | Accelerate | Advance |
|---|---|---|---|---|
Urgent | 4hrs / - | 2hrs / - | 1hr / - | 1hr / 8hrs |
High | 16hrs / - | 8hrs / - | 4hrs / - | 4hrs / 16hrs |
Normal | 32hrs / - | 16hrs / - | 8hrs / - | 8hrs / 32hrs |
Low | 64hrs / - | 32hrs / - | 16hrs / - | 16hrs / - |
Reporting
SLA reporting on requests and actual availability is provided according to Service Management meeting schedules per subscription Plan.
Customer Relationship Manager with Service Management meetings
Customer Relationship Management function is part of Customer Services and is included in all subscription Plans as in the matrix below. It consists of service management meetings, reporting, info about new functionalities and features, and that helps customers to use and utilize FA more efficiently in their business.
Activate | Automate | Accelerate | Advance |
|---|---|---|---|
Annual Service Management meetings with SLA reporting per request | Annual or semi-annual Service Management meetings with SLA reporting | Dedicated Client Relationship Manager and semi-annual service management meetings with SLA reporting | Dedicated Client Relationship Manager and quarterly service management meetings with SLA reporting |
All customers are invited to new feature and version release online webinars, user group meetings facilitated by FA, and user summits.
Guaranteed uptime
FA has 24/7 server monitoring with system availability uptime SLA as:
Activate | Automate | Accelerate | Advance |
|---|---|---|---|
95% | 97% | 99% | 99.9% |
The following situations are excluded from the calculation of availability time:
Time spent on the installation, alteration, or maintenance measures agreed upon by the Parties.
Unavailability caused by factors outside of our reasonable control, including any force majeure event or Internet access or related problems beyond the demarcation point of the Supplier
That being resulted from not following the guidelines described in the material or support provided by the Supplier
Other Accepted Downtime situations
The service is considered available and up when the user is able to sign-in to the system and access all available applications. The system is considered available even if:
The data is not up-to-date as the report updates processes are running in the background
The system does not function as expected due to an error in the system or in the data
The system is unusually slow to respond due to network issues outside FA
Access to 3rd party application, service, or data is prevented due to reasons outside FA
Service level credits per Plan
Credits can be refunded for only one of the SLAs that has higher percentage.
Uptime SLA
Activate | Automate | Accelerate | Advance |
If level of actual availability goes below / refund from monthly base SaaS fee | If level of actual availability goes below / refund from monthly base SaaS fee | If level of actual availability goes below / refund from monthly base SaaS fee | If level of actual availability goes below / refund from monthly base SaaS fee |
Below 95% / 5% refund | Below 97% / 5% refund | Below 99% / 5% refund | Below 99.9% / 5% refund |
Below 90 % / 10% refund | Below 95 % / 10% refund | Below 97% / 10% refund | Below 99% / 10% refund |
Below 80 % / 20% refund | Below 90 % / 20% refund | Below 95% / 20% refund | Below 97% / 20% refund |
Below 70 % / 30% refund | Below 80 % / 30% refund | Below 90% / 30% refund | Below 95% / 30% refund |
Below 50 % / 50% refund | Below 70 % / 50% refund | Below 80% / 50% refund | Below 90% / 50% refund |
N/A | Below 50 % / 100% refund | Below 70% / 100% refund | Below 80% / 100% refund |
The Availability Window is 24/7/365
Actual Availability = (Availability Window during the calendar month rounded to full minutes – (Downtime during the calendar month rounded to full minutes - Accepted Downtime during the calendar month rounded to full minutes)) / Availability Window during the calendar month rounded to full minutes *100.
Request SLA
Request SLA refund applies only to “Urgent” and “High” priority requests and is measured monthly.
Activate | Automate | Accelerate | Advance |
|---|---|---|---|
Not applicable | Number of requests with breached SLA in month / Refund from monthly base SaaS fee | Number of requests with breached SLA in month / Refund from monthly base SaaS fee | Number of requests with breached SLA in month / Refund from monthly base SaaS fee |
1-3 requests / No refund | 1-2 requests / No refund | 1 request / No refund | |
4-5 requests / 5% | 3-4 requests / 5% | 2-3 requests / 5% | |
6 or above requests / 10% | 5 or above / 10% | 4-5 requests / 10% |