What Are We Talking About?


What we refer to as waiting time (WT) is the time between us receiving your support request and the time that a live person gets back to you with a view to estimating the amount of time required and scheduling the work.


What we refer to as response time (RT) is the time between us receiving your support request and the time for which work commences on the support request.


What we refer to as the service level window (SLW) is the time during which somebody will be manning the support desk ready to respond to support requests. Waiting and Response time can not advance outside this period.


What we refer to as a working day (WD) is a time unit comprising 8 hours of SLW time and may span multiple calendar days.


Official Support Channels

  • Email: Email support@glidedesign.com which will raise a ticket in our internal system

  • Portal: Visit http://support.glidedesign.com to submit requests and view status of tickets.

  • Phone: Call 512-215-4236 during standard SLW to speak to an agent. Calls will be returned within Maximum WT


Service Level Table


Contract

SLW

Maximum WT

Maximum RT

Channels

Starter

9am-6pm**

1WD / 4 Hour*

3WD

Email & Portal

Agency

9am-6pm**

1WD / 2 Hour*

3WD

Phone, Email & Portal

Custom

9am-6pm**

4 Hours / 2 Hour*

3WD

Phone, Email, Portal

* The shorter times listed here apply in instances where the website is inaccessible to public

** Excluding Saturday, Sunday and US public holidays


Support Request Closure


A support request will be considered to be closed under one of the following conditions.


  • We supply a workaround, information that resolves the issue or carry out work and you agree that the issue is resolved.

  • You have not responded 10WD after a workaround or information is provided.

  • You have not responded 10WD after additional information has been requested.


In cases 2 and 3 above, we will follow up with you on or around 5WD and you will receive notification when the ticket is resolved


Out-of-Hours Support


It is possible to arrange for support outside the service level window defined in the SLA.


While we will endeavour to accommodate any request, such support cannot be guaranteed and must be pre-arranged and agreed via email by a representative of GLIDE LLC.


Out of hours support will be charged at 2 x rate for Additional Hours as defined in your support contract, under the same payment terms and detailed separately on any invoice. Out of hours support will not form part of the included Retainer Hours.


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