Cloud Service Support Policy
The policy for puchased support of the Cloud Services
Last updated 9th July 2021
- Support is only available in English and for the production installation of the Cloud Services.
- Customer agrees to: (i) provide OpenDataDSL with reasonable detail of the nature of and circumstances surrounding the Error, (ii) provide OpenDataDSL with reasonable access to Customer's environment as necessary to enable OpenDataDSL to provide Support; and (iii) provide OpenDataDSL with reasonable cooperation in the diagnosis and resolution of any Errors.
- The terms of Support for our currently available subscriptions are defined below.
Support Subscription Levels and Initial Response Goals
| Severity | Gold | Silver | Bronze |
|---|---|---|---|
| 1 - Blocker Due to an Error in a production environment, the Software is down or seriously impacted, or the Customer data is lost or destroyed, and there is no workaround currently available. | 30 minutes Available M-F 8am to 6pm UK Time | 2 hours Available M-F 8am to 6pm UK Time | 8 hours Available M-F 8am to 6pm UK Time |
| 2 – Critical Due to an Error, the Software is moderately affected. There is no workaround currently available or the workaround is cumbersome to use. | 1 hour Available M-F 8am to 6pm UK Time | 4 hours Available M-F 8am to 6pm UK Time | 10 hours Available M-F 8am to 6pm UK Time |
| 3 – Major The Error is not critical - no data has been lost, and the system has not failed. The Error has been identified and does not prevent normal operation, or the situation may be temporarily circumvented using an available workaround. | 4 hours Available M-F 8am to 6pm UK Time | 8 hours Available M-F 8am to 6pm UK Time | 12 hours Available M-F 8am to 6pm UK Time |
| 4 – Minor/Trivial Non-critical Errors, general questions, requests for enhancements to the Software. | 24 hours Available M-F 8am to 6pm UK Time | 24 hours Available M-F 8am to 6pm UK Time | 24 hours Available M-F 8am to 6pm UK Time |