Customer Support Service Level Agreements (SLA)

Support access applies only to Customers with a valid subscription license.

Services LevelLevel 1Level 2Level 3
First Response TimesBest effortAccordingly with Severity LevelAccordingly with Severity Level
Resolution ETAN/AAccordingly with Severity LevelAccordingly with Severity Level
Resolution Time SLABest effortBest effortAccordingly with Severity Level
Support Requests via Customer Support PortalAvailableAvailableAvailable
Support Requests via EmailN/AN/AAvailable
Support Requests via PhoneN/AN/AAvailable
Customer Success representativeN/AN/AAvailable (*)
Technical Account Manager (TAM)N/AN/AAvailable (*)
Connect with an ExpertN/AN/AAvailable (*)
Support access periods8x5 Monday to Friday, 9 a.m. to 6 p.m. (WEST, WET time zone), except public holidays in Mainland Portugal8x5 Monday to Friday, 9 a.m. to 6 p.m. (Customer specified time zone)8x5 Monday to Friday, 9 a.m. to 6 p.m. (Customer specified time zone), 24x7 Available (*)

(*) Subject to payment of the applicable Services fees


Severity classification

DocDigitizer will use commercially reasonable efforts to meet the Response Time and Resolution Time indicated below in accordance with Severity Level and SLA for the applicable Services Level. Any new support ticket shall have the severity level initially classified by Customer, and DocDigitizer reserves the right to reclassify any support ticket in accordance with the Severity Levels defined below. Customer agrees that although DocDigitizer will use commercially reasonable efforts to meet the Response Time and Resolution Time, such times are estimated targets only.

The Resolution Time shall commence tolling once Customer has provided DocDigitizer with sufficient information to permit DocDigitizer to begin diagnosing the Problem. The Resolution Time shall be paused when DocDigitizer requests that Customer provide the data needed to verify and/or reproduce the Problem and shall resume once Customer provides the requested data. DocDigitizer reserves the right to decrease Severity Levels if Customer fails to provide access to environment or data for more than two (2) days after DocDigitizer request.

Severity LevelLevel 1Level 2Level 3
Critical (S1)First Response Time: Best effort, Resolution ETA: N/A , Resolution Time: Best effortFirst Response Time: 2 business hours, Resolution ETA: 1 business day, Resolution Time: Best effortFirst Response Time: 1 hour, Resolution ETA: 4 hours, Resolution Time: 4 hours
Major (S2)First Response Time: Best effort, Resolution ETA: N/A , Resolution Time: Best effortFirst Response Time: 4 business hours, Resolution ETA: 3 business days, Resolution Time: Best effortFirst Response Time: 4 hours, Resolution ETA: 8 hours, Resolution Time: 2 days
Medium (S3)First Response Time: Best effort, Resolution ETA: N/A , Resolution Time: Best effortFirst Response Time: 8 business hours, Resolution ETA: 5 business days, Resolution Time: Best effortFirst Response Time: 4 hours, Resolution ETA: 2 days, Resolution Time: 10 days
Minor (S4)First Response Time: Best effort, Resolution ETA: N/A , Resolution Time: Best effortFirst Response Time: 8 business hours, Resolution ETA: 8 business days, Resolution Time: Best effortFirst Response Time: 8 hours, Resolution ETA: 5 days, Resolution Time: 20 days

Critical (S1)

Impact on Customer’s business operations:

  • Business continuity has stopped or is severely impacted.

Scope of technical issue (if all apply):

  • DocDigitizer API is down or is inoperable and at time of raising the support ticket no Workaround exists to re-enable the system. Normal business operations are completely disrupted.
  • Impacting only production environments and production accounts; does not include any non-production systems or Trials, Demo or Proof of Concept purpose accounts.
  • The issue affects almost all Customer’s end users.

The Severity Level is decreased when a Workaround that has been provided allows the production system to run with a performance level that allows continued business operations.

Major (S2)

Impact on Customer’s business operations:

  • Essential functionality is impacting business continuity and there is no Workaround.
  • Or Customer is having issues in more than 35% of the daily documents

Scope of technical issue (if all apply):

  • Failure of essential DocDigitizer API functionality, such as an instability or severe degradation of the performance that affects significant aspects of Customer’s business operations. The production system is still operational but restricted. A Workaround that can return business operations to an acceptable level is not available at the time of raising the Support Request;
  • More than 35% of the Customer’s daily documents are affected critical business operations, or other issue that significantly impacting Customer’s business continuity;
  • Is applicable for: (i) production environments, production accounts and (ii) staging environments or Proof of Concept purpose accounts
  • The issue affects most Customer’s end users.

The Severity Level decreases when a Workaround has been provided that restores the functionality to an acceptable level.

Medium (S3)

Impact on Customer’s business operations:

  • Business continuity is slightly impacted.
  • Or Customer is having issues in less than 35% of the daily documents

Scope of technical issue:

  • Functional limitations on DocDigitizer API that aren’t critical to Customer’s daily operation;
  • Issues that would otherwise be classified with higher Severity Level, but that can be avoided or circumvented by a Workaround changing certain third-party product or Customer’s environment settings, provided such Workaround does not substantially affect Customer’s business operations;
  • Issues that are specific to a certain document or batch and appear infrequently enough not to have severe impact on Customer’s business operations;
  • Any degradation of extraction data quality;
  • Is applicable for all environments or accounts;
  • The Issue affects only a small group of Customer’s end users.

Minor (S4)

Impact on Customer’s business operations:

  • Business continuity is not impacted.

Scope of technical issue (if any apply):

  • Any Problem without or only with a low business impact, or a request for a new feature;
  • Request related with data schema, new field(s), or new or changed rule(s)

Definitions

“Resolution” means a Workaround provided to Customer or a correction to portion(s) of the Supported Product by DocDigitizer to remedy a Problem in the Supported Product.

“Resolution ETA” or “Resolution Estimated Time of Arrival” means the time elapsed from the moment DocDigitizer receives a Support Request for assistance from the Customer and the moment DocDigitizer is able to give a non-binding estimate of time it will require to provide Customer a Resolution.

“Response Time” means the time elapsed from the moment DocDigitizer receives a Support Request for assistance from the Customer and the moment DocDigitizer replies to the Customer.

“Resolution Time” means the time elapsed from when DocDigitizer receives a Support Request for assistance from the Customer until a Resolution is provided to the Customer.

“Support Request” means a request for assistance submitted by Customer to DocDigitizer with respect to the Supported Product’s functionality or behavior.

“Term” means the time period during which Customer is entitled to receive Services.

“Supported Product” means (i) the DocDigitizer PowerCapture software as a service provided to Customer for which Services are provided; (ii) any accompanying documentation provided by DocDigitizer.

“Workaround(s)” means a series of instructions, procedural steps or usage clarifications (including in the form of a reversal of any changes to the Supported Product or Customer’s system) that enable a Customer to avoid a Problem or circumvent its effects; not including the delivery of new programming code of the Supported Product.


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