Comprehensive Support Information: Classifications, Availability, Response, and Resolution Times

Support Availability, Response, and Resolution Times

Support Availability:

Response Time:

Our team aims to have an initial response to all tickets within 48 business hours of receipt during our support hours. This response will include an acknowledgment of the issue and, when possible, an initial assessment.
- Low - Progress updates are provided every business week unless the Issue is classified as an Enhancement Request. If the Issue is classified as an Enhancement Request, customer is kept updated as to if/when the Enhancement will be included in a future release
- Medium - Progress updates are provided every 2 business days or as agreed with customer.
- High - Progress updates are provided once a day or as agreed with customer.

Target Resolution Times:

The duration to resolve each ticket can differ based on the nature and complexity of the issue at hand. Rest assured, critical matters are accorded the highest priority and will undergo expedited resolution procedures. (Target: Defined as taking reasonable steps to resolve issues as soon as possible.)

- Low - 15 business days from the time the issue is known and has been reproduced
  - Progress updates are provided every business week

Issue Classifications:

Low - Means an Issue that causes minimal impact and a minor problem or issue(s), or a desired change that that can be easily circumvented or avoided.
- Example(s):
  Minor formatting problem in a report.
  
  Enhancement Request
  Checking in on or assisting a Challenge Participant or Supporter

Medium - Means an Issue which results in a failure of one or more non-critical functions or features of the licensed Software – the licensed Software does not operate according to the documentation, and impact is isolated to a few people with the business impact being low.
- Example(s):
  A calculated value or report is producing incorrect results which are not material to the overall results.
  
  Access to the Web interface, reporting interface or administration interface does not produce the expected results.

High - Means an Issue, which results in a failure of one or more critical functions or features of the licensed Software – either a production system or development installation of the licensed Software is failing and causing significant disruption of work with moderate to low business impact. To be classified as a Priority 2 Issue, the Issue must have a severe impact and has no immediate resolution.
- Example(s):
  The system has not been able to process or has incorrectly processed data for a period resulting in a material error to the overall results. Workaround support may be required to determine solution to issue.

Transparency and Updates:

Throughout the support process, we'll provide regular updates on the status of your ticket, ensuring transparency and keeping you informed of progress towards resolution. These updates will be promptly posted directly within your ticket on the Customer Portal. We encourage you to stay engaged with your ticket status and anticipate any new developments from our dedicated support team.

Feedback and Improvement:

We value your feedback and continually strive to improve our support services. If you have any suggestions or concerns regarding our support process, please don't hesitate to let us know. Your input helps us enhance our services to better meet your needs.
- Provide Feedback: Here

Unsatisfactory Support/Escalations:

Should you encounter any unsatisfactory support experiences, kindly bring them to the attention of our Support Director via email:
- matt.schaller@goodunited.io