SUPPORT MATTERS

Support Incident Process

Praxism is committed to resolving customer problems quickly and professionally; when you contact Praxism:

• Every service request is logged into the support system and is accessible to all of your nominated organisation team members.
• The Technical Support Team assigns case priority based, in part, on the Severity Level that you indicate.
• After reasonable troubleshooting, an unresolved case will be escalated to Technical Support Management (TSM) for escalation and resolution.

Severity Definitions

The Severity Definitions available are the following:

Severity Level Definition

Critical Service Outage

A production service is down and no workaround is immediately available.

• A critical production service –is down or not responding and cannot be stabilised or restarted.
• Your business operations have been severely disrupted.
• 50% of users on a platform or server are affected.

Severity 1 (Sev-1)

Severity 1 support requires you to have dedicated resources available to work on the issue on an on-going basis during your contractual hours. In the case that the customer cannot continue to work on the issue with Praxism, the case Severity Level may be reduced to a Sev-2.

A service outage does not include the loss of connectivity or access for a single or relatively small subset of users, and a service outage should only be filed on cases thought to be problems with the server or service.

Note: Sev1 may not be used in the case of a new installation, a test server or platform, or where no production users are on the system.

Major Functionality

Major functionality is severely impaired.

Severity 2 (Sev-2)

• Operations can continue in a restricted fashion, although long-term productivity might be adversely affected.
• A major milestone is at risk. Ongoing and incremental installations are affected.
• A temporary workaround is available.

Minor Functionality

Minor functionality not working – workaround available. Partial, non- critical loss of functionality of the software.

Severity 3 (Sev-3)

• Impaired operations of some components, but allows the user to continue using the software.
• Initial installation milestones are at minimal risk.

General Usage Questions

Severity 4 (Sev-4)

• Cosmetic issues, including errors in the documentation.
• General configuration or use questions.
• Upgrade, major change, and migration notifications.
• Beta products.
• Trial customers.
• Enhancement requests.

Cases initially opened via email will be assigned a Severity Level of Sev-4.

Response Times

The "Response time" should not be confused with a "Resolution" time. Resolution for a complex technical problem may require significantly more time than the targets set for Response. The Response targets are measured on the initial response after the case has been submitted as a case.