Support

STANDARD WEB SUPPORT & MAINTENANCE TERMS

Phone Support 9 AM to 5 PM EST (Monday-Friday) (excluding company holidays)
Slack Channel #support
Support Email support@qliktag.com
Case Logging 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

SEVERITY DEFINITION RESPONSE GOAL DETAILS
Severity 1 Service 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 2 Substantial 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 3 Minimal-to-no impact on the availability or performance of the Service. 3 days – Commercially reasonable efforts to include in next major release.