Support Plan
Last Updated: Jun 19, 2021
Last Updated: Jun 19, 2021
| Support Posture | Standard (Included in subscription) | Priority (Additional) |
|---|---|---|
| New ReleasesMaintenance ReleasesDigital Support Access | Yes | Yes |
| Coverage | 24*5 | 24*7 |
| Response SLA | Sev 1 – 2 hour Sev 2 - 8 hourSev 3 – 24 hour | Sev 1 – 1 hourSev 2 -4 hourSev 3- 24 hour |
| Availability (Only for SAAS customers) | 99.5% | 99.5% |
| Severity 1 RCA | No | Yes |
| Prioritized consideration for Fix / Product feature request | No | Yes |
| Platform capability workshops & demonstrations | No | Yes |
| Toll-free number | No | Yes |
| Support Posture | Standard | Priority |
|---|---|---|
| Installation / Upgrade assistance | No | Yes (2 upgrade/year) |
| Platform maintenance Assistance | No | Yes |
| Infrastructure Audit & Analysis | No | Yes |
| End of Life Support | N-2 | N-3 |
Direct hop-on upgrades beyond N-2 will be chargeable, where N is the current version.
End-of-life support beyond N-3 will be available on a case to case basis and will be chargeable.
| Incident Type | Response Time | Resolution Approach |
|---|---|---|
| Severity 1 | 2 hours | The team will be working 24*7 with customer teams to provide a solution/workaround to bring the system back up and running. Once a solution/workaround is provided the ticket severity will be downgraded. For on-prem customers access to the system and various stakeholders like system admin, network admin, and DBA will be critical to provide support for on-premise |
| Severity 2 | 8 hours | The team will be working on the regular business days to provide a solution. Once a workaround is provided the ticket will be downgraded. |
| Severity 3 | 24 hours | The team will be working on a regular basis. Typically these are bug fixes that do not impact regular usage. The fix will be provided in the next maintenance release. |
Standard Service is included in the Annual License fee for SAAS customers.
| Incident Type | Response Time | Resolution Approach |
|---|---|---|
| Severity 1 | 1 hour | The team will be working 24*7 with customer support teams to provide a solution/workaround and to bring the system back up. Once a solution/workaround is provided the ticket will be downgraded. To a lower priority level. For on-premise customers access to system and various stakeholders like system admin, network admin, and DBA will be critical. |
| Severity 2 | 4 hours | The team will be working on the regular business days to provide a solution. Once a workaround is provided the ticket will be downgraded. |
| Severity 3 | 24 hours | The team will be working on a regular basis. Typically these are bug fixes that do not impact regular usage. The fix will be provided in the next maintenance release. |
A toll-free number will be provided.
Response Time: Response time is the elapsed time taken by the Licensor to acknowledge the incident and assign appropriate severity to the incident based on the initial understanding of the issue reported.
Tickets will be downgraded If the stakeholders from the customer side are not available or the system not accessible. If no access to the system can be provided, then the support team will respond on a best-endeavor basis.
The response time will be calculated from the start of a business working day in case of an incident raised on a weekend/holiday beyond support hours.
| Incident Type | Resolution Approach |
|---|---|
| Severity 1 (Business Critical) | A Business-Critical problem where the JIFFY application is totally down affecting all the bots in the production. No work around exists to continue using the application. Occurred after the same version of product was running in stable state in production. |
| Severity 2 (Urgent) | An urgent problem where one or more functionalities is totally not working as expected. No workaround exists to continue using that functionality. Occurred after the same version of the product was running in a stable state in production. |
| Severity 3 (Normal) | A bug or issue identified in expected behavior of the application that does not impact regular usage of application or can be managed using workaround. |
These support packages do not include app monitoring support.
JIFFY Platform Support does not include, maintenance of client on-premise infrastructure or site reliability, direct end-user support, acting as a replacement for existing support services or service desk, or development of net new product features or enhancements.