Enterprise Support

ENTERPRISE WEB SUPPORT & MAINTENANCE TERMS

Phone Support24 Hours (Monday – Sunday)
Support Phone949-760-3888
Slack ChannelPrivate channel
Support Emailsupport@qliktag.com
Case LoggingTelephone Support
 Email Support
 – Service maintenance, which includes maintenance releases, enhancements, new versions, additions, and modifications to the Service, that it provides to all other customers under support for no additional fee.
 – Bug fixes to bring the Service into substantial conformance with its then-current user guide.
 – Response time in accordance with the chart below.
 – Resolution Process for Issues of Severity Levels 1 and 2:
 (1) Trouble Ticket opened. (2) Assign engineer to determine and correct the error. (3) Periodic reports on the status of the correction. (4) Initiate work to correct the error.
 – Scheduled Outages are usually scheduled during weekends and evenings and customers are usually notified via email.

Response Time Chart

SEVERITYDEFINITIONRESPONSE GOALDETAILS
Severity 1Service substantially fails to perform.1 hour– Trouble Ticket opened.
   Assign engineer to determine and correct the error.
   Periodic reports on the status of the correction.
   Initiate work to correct the error.
Severity 2Substantial degradation in performance of the Service.2 hours– Trouble Ticket opened.
   Assign engineer to determine and correct the error.
   Periodic reports on the status of the correction.
   Initiate work to correct the error.
Severity 3Minimal-to-no impact on the availability or performance of the Service.3 days– Commercially reasonable efforts to include in next major release.