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Level | Quick Definition | Expected Response Time | Expected Resolution Time |
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Level 1 (Most Urgent) *Level 1 issues are the only issue type handled during the After-Hours On-Call Period. | Used when there is an error that causes the Software to entirely fail to function and/or crash the system on which the Software is installed | Within 1 hr of submission if submitted during Business Hours or After-Hours On-Call Period. | Within 24 hrs of submission (Except when a new version is required, in which case resolution in the code will be completed during business hours). |
Level 2 (High Importance) | Used when there is an error that causes supported elements of the Software to fail to operate in a material manner with no workaround but does not render the system on which the Software is installed inoperable | Expect the first response from a service agent within 9 business hours if submitted during business hours. | Within 5 business days assuming proper notification and planning guidelines were met (Except when a new version is required, in which case Aspenware will address a fix in code within 2 release versions). |
Level 3 (Medium importance) | Used when there is an error that produces an inconvenient situation in which the Software operates substantially in accordance with the Specifications but nevertheless causes or results in substandard or erratic performance. | Expect the first response from a service agent within 3 business days of submission if submitted during business hours. | Within 10 business days (Except when a release is required, in which case Aspenware will address a fix in code within 6 release versions. However, resolution is ultimately at Aspenware’s sole discretion). |
Level 4 (Low importance) | Classification used when there is an Error that is minor or that is cosmetic in nature and does not result in reduced performance. | Expect the first response from a service agent within 5 business days of submission if submitted during business hours. | Within 20 business days (Except when a release is required, in which there is no expectation that the code change will be addressed as Level 4 software defects are at Aspenware’s sole discretion). |
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Requests for changes within business hours and after-hours on-call period - Aspenware can participate to help update its platforms for scheduled and routine infrastructure changes that occur within standard business hours (8 am - 5 pm Monday - Friday, Holidays excluded) at no extra professional service charge but and within our on-call period (8 am - 8 pm Mountain Time). These must be scheduled 5 10 business days in advance with Aspenware.
Requests for changes within the after-hours on-call period - Customers can request professional services to have Aspenware’s participation in networking/infrastructure changes that occur outside of business hours but within our on-call period (8 am - 8 pm Mountain Time). These requests must be scheduled 10 business days in advance and professional service fees will be charged for all activities completed outside of standard business hours.
Requests that are not related to Aspenware Platforms but that customers would like to have Aspenware support for, such as an RTP upgrade, can be requested but will always be charged professional service fees, even if the migration time is during business hours and are at Aspenware’s sole discretion.
Requests for changes outside of business hours and after-hours on-call period - Networking/infrastructure changes made outside of after-hours on-call windows and business hours will not be considered. For example, if the customer is making changes at 2 am, the Aspenware portion could be completed starting at 8 am the next morning.
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