Support Terms and Conditions (STC)
The following support service descriptions and terms are applicable to the use of Accessy AB’s operated Service (for Users) and shall also be deemed incorporated into any Subscription Agreement for the Service as in effect between the Administrators and Accessy. As applied herein a User shall mean a User or Administrator and Users User or Administrator together. Capitalized terms utilized in this document and not defined shall have the meaning set forth in the General Terms for Service (GTC).
Accessy retains the right to make changes to these Support terms and conditions. Nevertheless, Accessy shall only make changes that do not negatively impact the Users and shall apply generally to all Users. Detailed descriptions, specifications etc. for all Accessy’s Service will be provided by Accessy by general announcement.
If you have questions or complaints regarding this Policy or about Accessy’s support practices, please write to us at firstname.lastname@example.org.
The User shall have access to support services that include:
- First-Line Support
Accessy’s support team will be available by email to assist the User in the operation of the Service and to receive incident reports. Each incident will be allocated a unique reference number by the Accessy’s support team and the User will be informed of this number for tracking purposes.
A support service means that a User can request for Accessy’s remote assistance with accessing and with changes in the configurations with the Service and other matters relating to use of the Service.
- Support Availability
Any support request shall promptly be notified to Accessy every day per email to:
email@example.com (or a webform specified by Accessy)
Support services for Service shall be provided during Accessy’s normal business hours.
Normal business hours: Monday – Friday (8 am – 5 pm the Swedish Time Zone) (Business Hours).
Support services are provided primarily per email.
Accessy will use commercially reasonable efforts to respond to the User’s support requests in connection with the Service (Support Response).
The User must provide the following information in the support request.
- Name of User
- User’s Account name
- Email address and phone number to User
- Detailed description of support issue
- Severity Definitions
CRITICAL: Critical production issue that severely impacts your use of the Service and no procedural workaround exists.
Service is down or unavailable.
Serious disruption or interruption of an important part of the Service.
A critical feature / function in the Service is unavailable.
A Critical issue requires that the User has dedicated person available to work on the issue on an ongoing basis with Accessy.
MAJOR: Major functionality in the Service is impacted, or significant performance degradation is experienced. The situation is causing a high impact to portions of the Service and no reasonable workaround exists.
Service is operational but highly degraded performance to the point of major impact on usage.
Important features of the Service offering are unavailable with no acceptable workaround; however, operations can continue in a restricted fashion.
MINOR: A partial, non-critical loss of use of the Service with a medium-to-low impact, but the Service continues to function.
Inquiry regarding a routine technical issue; information requested on application capabilities, navigation, installation or configuration; bug affecting a small number of users.
Acceptable workaround available
- Support Measures
1 Level 1-support analysis, usually performed by the local admin who defines the support-issue, obtains steps to recreate, determines how many Users that are affected, contacts support and opens initial incident ticket.
If workaround is provided but is unable to remedy the issue, the Level 1-support pursues resolution in Level 2-support.
2 Level 2-support performs further analysis of the issue, reviews steps to recreate, captures and analyzes the issue, and provides resolution or work around if possible.
Monitors workaround or solution to ensure proper resolution.
If workaround is provided but is unable to remedy the issue, the Level 2-support pursues ultimate resolution in Level 3-support.
3 Level 3-support further analyzes the issue including but not limited to engagement of network services, review of detailed logs and configurations to determine cause of the issues.
Provides confirmed workaround and resolution.
Provides additional analysis and ultimate resolution of any issue escalated.
- Support Response Times
The severity of the problem and the support program that you purchase determine the service level, method and speed of our response targets.
- Critical Incident Response Time* + 8 Business Hours
- Major Incident Response Time* + 15 Business Hours
- Minor Incident Response Time* + 40 Business Hours
*Response time means the period commencing when an incident is logged and when the support team provides customer with a response including;
- a confirmation that the support team started working on the issue; and/or
- request for specific information needed to identify the issue; and/or
- suggestions of known workaround.