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SERVICE LEVEL AGREEMENT (SLA)

ApiHawk Technical Support can help you reduce the total cost of ownership (TCO), speed time to market (TTM), and get the most from your ApiHawk Billia.

A detailed explanation with definitions and support cases' service levels can be found below. These definitions are included as a signed appendix to the Maintenance Agreement when ApiHawk products are purchased.

ApiHawk provides 24/7 technical support for urgent and above-mentioned cases.

Response Times SLA

  • Show-stopper/Blocker = business stopped – 1-hour response 

  • Critical = someone can't work – 3 to 4-hours response 

  • Major = customer inconvenienced – 8 hours to 1-day response 

  • Normal = employee annoyance – 2 days to 1-week response 

  • Minor = nice to have – 1 to 2-week response

  • Trivial = no response, but perhaps a friendly thank you email

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Support Includes:

  • Help with installation;

  • Help troubleshooting problems with ApiHawk Billia;

  • Help identifying workarounds.

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Support Does not include:

  • Product/Service training;

  • Helping customers who do not have a valid license agreement or active support subscription;

  • Support related to non-ApiHawk software;

  • Beta or Development releases;

  • Support in any language other than English.

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Terms of Support

Show-Stopper Impact:

Overview: A problem that renders Licensee’s systems completely inoperative, resulting in data loss, a significant security breach, or simply: business is not working. No available workaround.

Procedures: Initial assignment and immediate response which includes a status report is sent to the Customer no later than one (1) hour. Immediate commencement on finding a resolution; workaround is delivered as soon as reasonably available. 

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Critical Impact:

Overview: A problem that critically impairs systems or results in a minor security breach; workarounds exist but are either difficult to implement or do not prevent the problem. 

Procedures: Initial assignment and response is within three (3) to four (4) hours. Workaround is delivered as soon as reasonably available. 

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Major Impact:

Overview: A problem that impacts end customer behavior and convenience and/or customer can not operate with the software. 

Procedures: Initial assignment of recourses is within eight (8) hours including a status report for the Customer within twenty-four (24) hours. Fixes are delivered with the next Update after resolution.

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Normal Impact:

Overview: The Licensed Software contains a non-critical, limited fault. Customer or End Users are able to function and there is a workaround available.

Procedures: Initial assignment of recourses is within 2 days up to 1 week. Fixes are delivered with the next update after resolution.

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Minor/Trivial Impact:

Overview: Nice to have features and/or suggestions. 

Procedures: Initial assignment of recourses is within 1 to 2 weeks. Fixes are delivered with the next update after resolution. Resolution is subject to the terms of a separate agreement.

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Bug fix Policy:

Fixes are not backported to previous versions due to risk, complexity or because the fix requires changes to an API, code used by third party add-ons, or infrastructure that we would usually reserve for a platform release.

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