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Support SLA

Last Updated: Jun 19, 2021

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Platform Support Plan– SAAS

Support Posture Standard (Included in subscription) Priority (Additional)
New Releases
Maintenance Releases
Digital Support Access
Yes Yes
Coverage 24*5 24*7
Response SLA Sev 1 – 4 hour
Sev 2 - 16 hour
Sev 3 – 48 hour
Sev 1 – 1 hour
Sev 2 -4 hour
Sev 3- 24 hour
Availability (Only for SAAS customers) 99.5% 99.5%
Severity 1 RCA Yes
Prioritized consideration for Fix / Product feature request Yes
Platform capability workshops & demonstrations Yes
Toll-free number Yes
Support email/Portal: jiffy-support@jiffy.ai or https://docs.jiffy.ai

Support Plan: On-Prem

Support Posture Standard Priority
Installation / Upgrade assistance No Yes (2 upgrade/year)
Platform maintenance Assistance Yes
Infrastructure Audit & Analysis Yes
End of Life Support N-2 N-3

Direct hop-on upgrades beyond N-2 will be chargeable, where N is current version.

End-of-life support beyond N-3 will be available on a case to case basis and will be chargeable.

Standard Service Level Agreement

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 prem
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.

Priority Service Level Agreement

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-prem 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.

Standard Service is included in the Annual License fee.

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.

Additional Support Terms

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 packages do not include automation support.

JIFFY Platform Support actively monitors the platform on SAAS and the automation performance/monitoring depends on the customer.

For on-prem the support team is expected to be JIFFY Certified.

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.

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