Support Service Level Agreement
Policies
Current Version: 15th March 2021
Standard Support
Support Response And Issue Resolution
You may contact Re4m support in any of the ways as set out on the Site at https://help.re4m.io
Standard support is provided on and off-line through integrated chat in the application
Standard support hours are 9 AM Monday UK time to 5 PM UK time. A support messaging service is available at all other times.
As part of our support agreement, you will provide Re4m with a primary IT contact in the event that it needs to discuss any aspect regarding your hardware, software, desktop setup, network, ISP, or any other technical issue for which you are responsible and that may affect your ability to use the Services.
Enhanced Support SLA
The Re4m Enhanced Support SLA is included with the Enterprise Edition. In summary, it is a contractually binding agreement to deliver:
- An extended hours email support desk availability, 5 days a week (Monday-Friday)
- Response time on Critical support of one hour
In the event that service levels are not met, Re4m will provide Service Credits to affected customers, which we have provided details about below.
Enhanced Support SLA Details
There are multiple methods that you can utilize to contact Re4m support:
- By email at support@Re4m.com or a direct email to your Customer Success Manager (which will be provided during the onboarding process)
- On our website at https://help.re4m.io
- Enhanced support hours are from 8.30am on Monday UK time to 10pm on Friday UK time.
- If you would like to request support through the Enhanced SLA, please make sure that you use the words “Enhanced SLA” in your support request and state the Priority Level shown in Table 1 below.
If we do not meet the response times specified in Table 2 below, we will issue Service Level Credits specified in Table 2.
A Service Level Credit provides one additional calendar day of use of Re4m, to be added to the end of your current billing period.
Service Level Credits may not be exchanged for a cash refund.
Table 1
|
Priority |
Definition |
Response |
Resolution Time |
|
Priority 1 |
Critical: Re4m production is not accessible or operational |
We will respond within two support hours of your request being submitted. We will update you twice a day during support hours. |
We will start to resolve your issue within two support hours. We will work continuously to resolve your issue. We will provide a workaround within one support day. We will provide a final fix within 5 support days. |
|
Priority 2 |
Important: Re4m production is operational, but there is a major functional problem that prevents you working |
We will respond within 4 support hours of your request being submitted. We will update you once a day during support hours. |
We will start to resolve your issue within 4 support hours. We will work continuously to resolve your issue. We will provide a workaround within 3 support days. We will provide a final fix within 15 support days. |
|
Priority 3 |
Necessary: Re4m production has a functional loss that does not significantly prevent you working, but affects performance or user experience. |
We will respond within 8 support hours of your request being submitted. We will update you once a week during support hours. |
We will provide a final fix within 30 support days. |
Table 2
|
Priority |
Service Credits |
|
Priority 1 |
3 |
|
Priority 2 |
2 |
|
Priority 3 |
1 |
We will provide service credits once per request or event.
You will provide your reasonable cooperation to us to give us information to help us reproduce and resolve your support request.
You will provide us with a primary contact in your IT team if we need to discuss your hardware, software, desktop environment, network environment, Internet service provider, or other technical issues which may affect your ability to use Re4m and for which you are responsible.
Last Revised: 15th March 2021