This the support statement for Play SQL.
| Status |
| ||||||
|---|---|---|---|---|---|---|---|
| Date | From 14/10/2013 to 14/12/2013 (2 months) |
Please note:
- This is a young business. The SLA will be adjusted during the next few months, please keep a watch on the page.
- There are no penalties for non-respect of the SLA.
- The probation period will be monitored and results will be posted as a child page.
Response times
During business hours,
| Level of severity | Description of severity | Response SLA | Standard Support | Enterprise Support |
|---|---|---|---|---|
| Level 1 | Add-on causing host application to malfunction, resulting in the majority of users unable to perform their normal functions. Please deactivate the add-on and let your users work. | 2 hours |
24 x 5 See Business Hours & Days | |
| Level 2 | Critical loss of add-on functionality resulting in high number of users unable to perform their normal functions. | 4 hours | ||
| Level 3 | Moderate loss of add-on functionality resulting in multiple users impacted in their normal functions. | 6 hours | ||
| Level 4 | Minor loss of add-on functionality or product feature question. | 8 hours | ||
Business hours
The support is operated from France, in timezone CET / CEST (UTC+1/UTC+2). I recommend using http://www.worldtimebuddy.com/ for easy conversion.
| Shift | Times |
|---|---|
| Morning | 9.30am-1pm |
| Afternoon | 2pm-6.30pm |
I often work later but I make no commitment in advance.
Business days
Work is from Monday to Friday. Days with degraded support will be written in this table at least one week in advance.
...
| Excerpt | ||||
|---|---|---|---|---|
| ||||
Find information about our support times and a direct link to our support. You can also read our SLA statement our Data Center escalation process. |
...
Support
The best way to contact us is the Service Desk portal.
Medium | Links |
|---|---|
Documentation | |
Technical documentation | |
support@requirementyogi.atlassian.net (Not recommended, please create a ticket instead) | |
Issue trackers |
Response times
Type | |
|---|---|
4hrs (1/2 day) | Cloud apps with Blocking priority, Data Center apps with Blocking and High priority. |
8hrs (1 working day) | Cloud apps with Priority High and Medium priority, Data Center apps with Low priority. |
3 days | Data Center and Cloud apps with Low priority or without priority. |
Our public target is to provide an answer within the above times:
During working days 10am-6pm European time (8hrs means 1 working day),
Except on French bank holidays and temporary leave.
This SLA is an information of intent, and does not engage Requirement Yogi in any way.
Bugfixes and improvements are explicitly not part of any SLA, as software complexity makes it difficult to estimate the timeframe.
Data Center escalation process
Data Center customers operate our products in mission critical environments and want to feel confident that if issues arise they can be addressed quickly. We want to reassure them that we'll monitor the response times to their support requests:
Step 1 | Create a support request on https://support.requirementyogi.com. Don't forget to mention "Data Center" to be in the right queue.  | We actively monitor the response times on this queue. Response times are explicited above. |
|---|---|---|
Step 2 | Please wait. We have received your request and we will answer. | If we do not answer within the due timeframe, proceed to the next section. |
Step 3 | Please do not escalate when you are not meeting a blocking issue which have received no answer. In the support request, click "Escalate".  | We will receive an email on our mobile phones, telling us you Our target on escalation is to provide an answer within 4hrs during working days. |
Step 4 | Contact the manager using the email address received in the |