Support
Support
Support Tickets need to be filled out by Customer via the support system provided by Service Provider.
Support responsible:
| Support level | End User | Customer | Service Provider |
|---|---|---|---|
| 1st Level support | X | X | |
| 2nd Level support | X |
2nd Level Support
2nd level support includes the following:
- Configuration support e.g. user/segment mismatch
- Synchronization issues
- Data validation
- Business rules
- Extension interface guidance in Salesforce
SLA
Customer has access to the Service Provider’s support system (support tickets).
Availability:
- 99.5% service uptime within operating hours, however excluding extraordinary service windows.
Operating hours:
- Danish business days (Monday-Friday, excluding public holidays and bank holidays) 08:00-16:00.
Extraordinary service windows may occur within the operating hours, if deemed necessary to ensure the security or stability of the Applications (e.g. in case of security incidents, critical updates/patches etc.). Service Provider will endeavor to provide notice of such extraordinary service windows.
Incident management:
| Ticket priorities | Definition of usage | SLA (first response) |
|---|---|---|
| Highest (critical) | All users affected – risk of data loss | 1 business hour |
| High (high) | Some users affected – risk of data loss | 4 business hours |
| Medium (default) | Some users affected – no data loss | 8 business hours |
| Low (default) | Single user affected | 12 business hours |
| Lowest | Inquiry | 16 business hours |
Resolution time depends on the incident; Service Provider takes a standardized criticality approach towards incident resolution.
Service provider automatically measures service availability every 5 minutes and this measurement constitutes the service availability per month
Consultancy services
Examples (if the ‘Self Service Management solution’ is implemented by Customer):
- Customer or End User deletes users (employees and locations) and needs help to restore data
- Guidance and debugging assistance related to deployment of Security Proxy in front of Graph API (if required)
- Guidance and data validation related to SCIM user data segmentation and data quality for Entra Users
- Salesforce user data segmentation and data quality for Entra User data mapping
- Diagnostic assistance in relation to Salesforce sharing settings for customer specific data or customer specific data configuration
- Advanced configuration of CRM flows
- Advanced configuration of CRM data fetchers
- License management assistance
The above consultancy services are subject to separate payment, i.e. not included in the fixed remuneration.
Consultancy services are subject to prior approval by Customer.
Hypercare
Hypercare refers to an agreed-upon period of heightened support and monitoring immediately following the delivery, deployment, or go-live for Service Providers product(s). During this phase, the focus is to ensure stability, address any post-implementation issues, and provide additional assistance to our customers to ensure a smooth transition to the operational phase.
The Hypercare period will commence on the Go-Live date, and last for an agreed number of weeks described in the contract. Extensions to the Hypercare period may be agreed upon by both parties if deemed necessary based on the system’s performance and stability.
During the Hypercare period, the Service provider will provide the following:
Increased Monitoring:
- Service providers product(s) will be closely monitored to identify and resolve any issues that may arise post-deployment.
Priority issue resolution:
- All incidents, bugs, or errors that are critical to the system’s stability and functionality will be treated with the highest priority and addressed within an expedited timeline.
Enhanced availability:
- &money will ensure that support staff are available to handle any incidents or concerns raised by the customer.
Proactive communication:
- Regular updates will be provided to the customer regarding system performance, any issues encountered, and their resolution status.
Areas of responsibility
- The Service provider is responsible for resolving any system critical defects or issues identified during the Hypercare period.
- The customer is responsible for promptly reporting of any issues or concerns to Service Provider and assist in reproducing, diagnosing problems or resolve any issue in owned systems, as required.
- Both parties will maintain open lines of communication throughout the Hypercare period.
Conclusion of hypercare period
The Hypercare period will conclude when:
- The system has been operational for 2 weeks.
- Both parties agree that the system is stable and no further heightened support is required.
- A formal transition to standard support or operational procedures has been completed.
Post-hypercare support
- After the Hypercare period ends, the Service Provider will transition support to the standard support framework as outlined in the Service Level Agreement (SLA)/Support Agreement.