Service Levels and Response Times

Modified on Tue, 7 Mar, 2023 at 9:19 PM

Secret Double Octopus MAINTENANCE AND SUPPORT POLICY IN EFFECT AS OF August 2022

Support tiers and explanation:

Level of Support	Description	Included Services
1^st Tier Customer Technical Support	Basic help-desk issues resolution and service-desk support	Support for basic technical issues, including solving software usage issues and addressing help-desk requests that need IT involvement for resolution. If no solution is available, Tier 1 staff escalates the case to a higher level (2^nd or 3^rd Tier Customer Technical Support).
2^nd Tier Customer Technical Support	In-depth technical support	Experienced and well-trained support staff conduct installation and software setup, diagnose issues and provide solutions for cases that cannot be handled by Tier 1. If no solution is available, Tier 2 staff escalates the case to a higher level (3^rd Tier Customer Technical Support).
3^rd Tier Customer Technical Support	Expert product and service support	Access to the highest technical resources available for problem resolution or creation of a new feature. Tier 3 technical staff attempts to reproduce problems and identify root causes, using product design schemes, code, or specifications. Once the cause of the problem has been identified, SDO decides whether or not to create a new fix, depending on what caused the problem. New fixes are documented for adequate use by 1^st and 2^nd Tier Customer Technical Support personnel.

Note: Secret double Octopus does not offer 1^st tier support and this is usually done by the customer.

Secret Double Octopus Service Level: Escalated Case Handling

Priority	Description	Initial Response	Status Updates	Validation (root cause)	Time for Resolution (Bug only)
S-1 P-1 (Critical)	Customer experiencing and reports a major business impact that: · A complete outage. The Software is totally inoperative (“System down”), and all users can’t access their SDO protected applications, or · Several Services don’t function as intended, and all users connected to these Services can’t access their SDO protected applications, or · One major service doesn’t function as intended, and all users connected to this Service can’t access their SDO protected application. A workaround is not available to continue customer’s normal business operations. Note: New setups are S-3 severity.	Immediate response through Hotline (+1-985-464-2515) and up to two (2) hours through Ticket	Every 4 hours	Within 2 hours	Within 4 hours. Either a workaround or a fix (hot fix or Maintenance Release
S-2 (High priority)	A prominent feature that the customer routinely uses and is essential to their business, where multiple users are prevented from progressing with important tasks. There is no work-around.	Immediate response through Hotline (+1-985-464-2515) and up to two (3) hours through Ticket	Every twenty-four (24) business hours until Estimated Time to Resolution is provided	Within 24-48 hours. Either a workaround or a fix (hot fix or Maintenance Release)	Ten (10) Business days
S-3 (Medium priority)	Customer experiencing and reports a business impact that: An issue that is neither S-1 nor S-2, but impairing use or progress in adoption. Minimal-to-no business impact occurring as a result E.g. – Settings changes by SDO Admin, changes to Firewall or authentication protocols/services, adding new services.	Twenty-four (24) hours	Every seventy-two (72) hours until Estimated Time to Resolution is provided	Every 10 business days	Best effort. No SLA can be provided
S-4 (Low priority)	A feature issue that is neither P-1 nor P-2, configuration guides, documentation, cosmetic issues with the application.	Seventy-two (72) hours	Every seventy-two (72) hours until Estimated Time to Resolution is provided	Twenty-one (21) business days	No SLA - Potential roadmap item

HOT Line number for P1 issues and Escalation - 1-985-464-2515