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This document describes the current version of our offering. For terms regarding to our previous offering, which is being shut down on 31.12.2022, please refer to the agreements under docs-v1.Reactima.com.
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This annex of the Framework Agreement and the Support Service Terms and Conditions describes the support services offered by us for our Services.
Support Services for products and services provided by Adeptima Limited Hong Kong is offered to customers according to the terms and conditions outlined in this document. The customer may purchase support services from Adeptima Limited Hong Kong Ltd. directly.
Last revised: June 14, 2022
Business hours means 08:00-17:00 Monday - Friday Switzerland time (or as per agreement with the customer). All times exclude public holidays in Switzerland / Canton St. Gallen.
Extended hours means 07:00-19:00 Monday - Friday Switzerland time (or as per agreement with the customer). All times exclude public holidays in Switzerland / Canton St. Gallen.
Ticket means a discrete technical or non-technical issue that was submitted by the customer and exists in the support portal. A ticket includes a record of all communication associated with the issue.
Support features for cloud subscriptions are as follows:
| Subscription Plans | Default | Extended SLA | Self-hosted or dedicated |
|---|---|---|---|
| Support hours | Business hours | Business hours | Business hours |
| Response Time (Severity 1) | Best effort | 1 business hour | bespoke |
| eMail Support | yes | yes | yes |
| Phone Support | no | no | yes |
| Chat Support | no | no | optional |
If you want to add a [Technical Account Manager] or need assistance during onboarding, please get in touch.
Support plans for self-hosting and dedicated instances according to your purchase order.
Customers can choose support hours (business, extended, 24x7), initial response time, Technical account manager, and communication channels.
Adeptima Limited Hong Kong service level objective (SLO) for Support Services is defined in terms of initial response time to a support request, as outlined in the table below per plan. Adeptima Limited Hong Kong will use reasonable efforts to resolve support requests, but does not guarantee a work-around, resolution or resolution time.
| Subscription Plans | Default | Extended SLA |
|---|---|---|
| Severity 1 | Best effort | 1 business hour |
| Severity 2 | Best effort | 2 business hour |
| Severity 3 | Best effort | 12 business hour |
| Severity 4 | Best effort | 24 business hour |
If we fail to provide the initial response time objective, you will be entitled to service credits. For every 15 minutes exceeding the state objective, 1 day will be added as extension to the current term.
| Support Feature | Contact information |
|---|---|
| eMail Support | support@Reactima.com |
| Chat Support | Private chat channel between Adeptima Limited Hong Kong and Customer that is opened when Subscription becomes active |
| Phone Support | +41 43 215 27 34 |
Adeptima Limited Hong Kong will enhance its support offering by providing eligible clients with a Technical Account Manager (TAM), who will perform the following tasks for up to the specified amount of time per week during the term of service:
We offer TAM services only bundled with specific subscription plans, and the option to add more TAM hours to these plans. If you require consulting for your projects, please request a quote via our website.
Adeptima Limited Hong Kong agrees to handle support incidents in the following scenarios:
Support features include:
Excluded are broader consulting & customer-specific engineering requests regarding use of our products and services. Moreover support requests from Customer’s end users must be handled by the Customer directly.
The customer may submit support requests (“ticket”) through any means of eligible communication channels, consisting of
Adeptima Limited Hong Kong will review the case information and determine the severity level (see below), working with the customer to assess the urgency of the request and use reasonable efforts to respond to support requests within the initial response time.
Adeptima Limited Hong Kong will use reasonable efforts to resolve support request as defined below, but does not guarantee a workaround, resolution or resolution time.
| Severity Level | Description |
|---|---|
| Severity 1 Critical / Service down | Widespread failure or complete unavailability of Adeptima Limited Hong Kong Core Services. Adeptima Limited Hong Kong will use continuous effort to provide a workaround or permanent solution. When Core Services are available, the severity will be lowered to the new appropriate level. |
| Severity 2 Core functionality unavailable or severely degraded | Core Services of Adeptima Limited Hong Kong software continue to operate in severely restricted fashion, yet long-term productivity may be impacted. When Core Services are no longer severely degraded (eg, through a viable workaround or release), the severity level will be lowered to Severity 3. |
| Severity 3Standard support request | Partial and non-critical loss of Adeptima Limited Hong Kong software functionality or major software defect, yet a workaround exists for viable long-term operation.Adeptima Limited Hong Kong will continue to work on developing permanent resolution. |
| Severity 4Non-urgent request | Defined as follows: Request for information or general queryFeature requestPerformance issues and little to none functional impactDefects with workarounds and little to low functional impact |
The customer may escalate support requests following the escalation process:
If we fail to provide a response to the escalation, you will be entitled to service credits. For every 15 minutes exceeding the state objective, 1 day will be added as extension to the current term.