Support and SLA

If you have any questions and suggestions regarding documentation and the CT Knowledge Hub, contact us at docs@customertimes.com.

Product Service Level Agreement (SLA)

All requests for support must be reported to productsupport@customertimes.com.

Support is provided from 9:00 to 18:00, CET, Monday through Friday.

Support Ticket Priority Rules

After receiving the support request, support specialists may request additional information to perform troubleshooting. The Contractor will make a reasonable effort to resolve the issue or provide a workaround solution. If a workaround is an immediate solution, the Contractor will make reasonable efforts to provide a final resolution.

If the request is qualified as a product-level bug or issue, it will be fixed at no charge to the Customer. If a request is qualified as a project-level bug or issue, it will be transferred to the organization, defined by the Customer as responsible for the solution-level maintenance and support (known also as “TMA” or “Managed Services”).

The Contractor will acknowledge receipt of support requests and process support tickets in compliance with the following table:

The three latest releases of CT Mobile for iOS are supported—currently CT Mobile 2.8, 2.9, and 3.0. Also, the three latest iOS versions are supported.

Critical and High priority product bug fixes are delivered in supported CT Mobile versions and available in future CT Mobile releases.
Medium and Low priority product bug fixes will only deliver in future CT Mobile releases.

Priority	Priority Description	Response Time
Critical	A critical function of the Service is defective. No workaround is available. Examples: Total loss of a core business process/application/service for all users; The system is unavailable for all users; Malfunction of the central functions of the production system for all users.	< 2 working hours
High	Major functionality is impacted. No workaround is available. Significant deterioration of the overall operation of the functioning system or negative impact on a notable part of operations as a result of an unacceptable level of the system operation (with more than 50% of users affected). Critical priority cases with an acceptable workaround.	< 2 working hours
Medium	A non-critical function of the Service is defective. Technical issues affecting not business-critical processes however important to complete a work task. Failure of functionality affects up to 15% of users. A non-critical system with minor loss of functionality. High-priority cases with an acceptable workaround.	< 4 working hours
Low	A non-critical function of the Service cannot be used under the Contract. No impact to service; no risk to production and/or quality. A replacement or workaround solution is available. Example: Inquiry regarding a routine technical issue.	< 4 working hours

Priority

Priority Description

Response Time

Critical

A critical function of the Service is defective. No workaround is available.

Examples:

Total loss of a core business process/application/service for all users;
The system is unavailable for all users;
Malfunction of the central functions of the production system for all users.

< 2 working hours

High

Major functionality is impacted. No workaround is available.

Significant deterioration of the overall operation of the functioning system or negative impact on a notable part of operations as a result of an unacceptable level of the system operation (with more than 50% of users affected).

Critical priority cases with an acceptable workaround.

< 2 working hours

Medium

A non-critical function of the Service is defective.

Technical issues affecting not business-critical processes however important to complete a work task. Failure of functionality affects up to 15% of users.

A non-critical system with minor loss of functionality.

High-priority cases with an acceptable workaround.

< 4 working hours

Low

A non-critical function of the Service cannot be used under the Contract.

No impact to service; no risk to production and/or quality. A replacement or workaround solution is available.

Example: Inquiry regarding a routine technical issue.

< 4 working hours