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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.

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%