What Are We Talking About?
First Response Time - The maximum time allowed for GLIDE to respond in our support platform to a support request submitted through our support channels.
Resolution Time - The maximum amount of time for GLIDE to complete a support request assuming an estimate by the GLIDE team is a) within the Operational Hours window and b) Client approves the work.
Operational Hours - The service level window when GLIDE is available to respond to requests.
Work Day - A time unit of 8 hours of Operational Hours time (may span multiple days).
Official Support Channels
- Email: support@glidedesign.com
An email sent to this address will create an internal memo (“Ticket”) for Client’s support request - Portal: http://support.glidedesign.com
Client may submit support requests and view the status of Tickets through the Portal - Phone: (512) 215-4236
Client may call this number during standard Operational Hours as set forth below to speak to an agent. GLIDE shall return all calls within the First Response Time.
Service Level Table
Priority of Request | First Response Time | Resolution Time | Operational Hours |
|---|---|---|---|
Urgent (e.g. site down) | 2 hours | 4 hours | 9 am - 6 pm(CT) |
High (e.g. major functionality issue) | 1 Work Day | 3 Work Days | 9 am - 6 pm (CT) |
Medium (e.g. moderate functionality issue) | 1 Work Day | 5 Work Days | 9 am - 6 pm(CT) |
Low (e.g. minor issue) | 1 Work Day | 5 Work Days | 9 am - 6 pm(CT) |
Ticket Priority Levels
The priority level of a Ticket is set by the support agent based on the criticality of the issue reported by the Client and is used to determine First Response Time.
To evaluate the severity of the issue reported, GLIDE takes into account the following factors:
- Business impact
- Work outage
- Type of request
- Number and type of users affected
- Environment affected (Production/Staging
Priority 1 - Urgent
- Applies to Production site only
- Critical business impact, all users are impacted
- Complete loss of service, the production system is down or inaccessible
Priority 2 - High
- Applies to both Production and Staging sites
- The site is up and running, but a critical loss of site functionality or performance resulting in a high number of users unable to perform their normal activities
- Inconvenient workaround or no workaround exists
Priority 3 - Medium
- Applies to both Production and Staging sites
- Partial non-critical functionality loss and the issue has no significant effect on the usability of the application, configuration change
- A workaround exists
Priority 4 - Low
- Applies to both Production and Staging sites
- Minor loss of application functionality, product feature requests, enhancement requests, how-to questions.
You can set the business impact of a Ticket when submitting your request via our Help Center web form (requires login). This field enables you to provide us with more granularity between different requests within the same given priority level and thus helps us to further refine and prioritize your Tickets.
GLIDE reserves the right to adjust the priority level at any time.
Support Request Closure
GLIDE will close a support request if any of the following occur:
- GLIDE has supplied a workaround, GLIDE has supplied information that resolves Client’s issue, or GLIDE has carried out all requested work AND Client agrees that the issue has been successfully resolved;
- Client fails to respond within 10 Work Days after GLIDE has provided a workaround or information to resolve Client’s issue
- GLIDE shall attempt to contact Client on or about the 5th Work Day subsequent to providing a workaround or information to resolve Client’s issue
- Upon closure of the support request, GLIDE shall notify Client in writing
- Client fails to respond within 10 Work Days of GLIDE’s request for additional information
- GLIDE shall attempt to contact Client on or about the 5th Work Day subsequent to requesting additional information
- Upon closure of the support request, GLIDE shall notify Client in writing
Out-of-Hours Support
Client may request support outside of the Operational Hours as defined in this SLA (“Out of Hours Support”). Client shall email all requests for Out of Hours Support to GLIDE at least twenty-four hours in advance of Client’s desired support time. In the event that GLIDE can accommodate Client’s request for Out of Hours Support, GLIDE shall notify Client via email. While GLIDE will endeavor to accommodate requests for Out of Hours Support, GLIDE does not guarantee that it can provide any support outside of the Operational Hours.
GLIDE shall bill all Out of Hours Support at 1.5 times its hourly rate as set forth in Schedule A. All payment terms set forth in this Agreement shall apply to Out of Hours Support. Out-of-Hours Support shall be detailed separately on Client invoices.
Billable -vs- Un-billable Time
The following will be regarded as billable time:
- Any time we spend delivering the services listed in your support contract scope of work
- Any time we spend researching or delivering any services not included in point (1)
- Any time we spend communicating with you or with any third parties in relation to points (1) and (2)
The following will be regarded as un-billable time:
- Any time we spend researching the services listed in your support contract
- Any time we spend administering your contract (e.g. reporting & billing)
All billable time will be tracked and a report supplied accompanying any invoice