Helpshift Standard Support shall include the following:

Support

Any Customer User may log a support request via a web-based ticketing system or Email on a 24x7 basis. Helpshift shall process support requests using a ticketing procedure so that each query shall receive a ticket number and may be tracked until it is satisfactorily resolved.

Classifying a Support Incident

Helpshift Support shall identify the severity of the support request, based on the evidence provided by the Customer and the definitions set forth in the below table. All new support cases are created, by default, as Major. If the Customer believes that the support request should be classified as something other than Major, it is recommended that the Customer Email the request to Support and request a higher Severity level to reduce delays in the initial response.

Upgrade/Downgrade of Severity Level

If, during the support request process, the issue either warrants the assignment of a higher severity level than currently assigned or no longer warrants the severity level currently assigned based on its current impact on the production operation of the Services offering, then the severity level will be upgraded or downgraded by Helpshift accordingly to the severity level that most appropriately reflects its current impact.

Support Target Response Times

The times set forth below are response times to a ticket logged via the web or by Email. These times should not be deemed to be resolution times. Helpshift does not guarantee resolution times. A resolution may consist of a fix, workaround, service availability, or other solution Helpshift deems reasonable. Helpshift will use reasonable efforts to meet the target response times in the table below.

Severity Definitions and Targeted Response Times

Priority Level

Blocker/Critical

Major

Minor

Definition

A Production System is Down
A severe problem that prevents an existing production system from operating where no workarounds can be implemented.
Issues of this type could be:
1. A hang, crash, or uncontrolled termination of the system
2. Corruption or loss of data
3. Security is Compromised
4. A failure of the system or critical product component to start or connect
A loss of service resulting in restricted business operations.
A moderate problem that may restrict a system but does not prevent it from operating. The problem may affect production, development, testing or migration efforts.
Issues of this type could be:
1. Severe performance problems
2. Production down issues for which a workaround has been implemented
3. Intermittent problem that results in stability issues
A limited loss of service resulting in minimal impact to business operations.A problem with little or no impact to production, testing or development systems. Nuisance issues, or questions about product functionality and usage.
Issues of this type could be:
1. GUI or cosmetic issues
2. Nuisance issues that do not restrict the usage of the product
3. Questions regarding the usage of, or future for, the product
4. Set up or configuration assistance
5. Enhancement requests (applicable to certain products)

Response

Customer Support will respond within one hour when notified of the case by any way.
Customer Support will respond within two hours when notified of the case by any way.
Customer Support will respond within 8 hrs. when notified of the case by any way.

Status Update for Mission Critical plans

Every hour
Twice a week
Weekly

Service Level Commitment

Customer Support will assign Technical Support Engineers full-time to provide continuous support until the case is either resolved or circumvented. The customer must be committed to making the relevant documentation, system and personnel resources available round the clock to assist in resolving the case. If the customer resources are unavailable, or if Support is able to provide a temporary solution, the severity level will be re-evaluated.
Customer Support will assign a Technical Support Engineer to investigate the reported case to resolution. The customer must be committed to making the relevant documentation, system and personnel resources available to assist in resolving the case. If Support is able to provide a temporary solution, the severity level will be re-evaluated to determine the appropriate course of action.
Customer Support will assign a Technical Support Engineer to investigate the reported case to resolution. If the problem is determined to be a product defect the Technical Support Engineer will verify the existence of the defect and document it accordingly.

Service Level Objective

The time frame for this objective is to provide a System Restore within 24 hours and a Resolution within 7 calendar days.
The time frame for this objective is to provide a Resolution within 45 calendar days. (Except Feature request and Bugs)
The time frame for this objective is to provide a Resolution within 45 calendar days. (Except Feature request and Bugs)