Access to the online support portal Included
Email available for incident logging Included
Authorized contacts 2
Minor updates and product patches Included
Guaranteed availability for SaaS mode 99%
User Concurrence 10 % of active users
Incident recording hours Monday-Friday (8AM-8PM CET/CEST)
National public holidays (Spain) Not included
Languages Spanish and English
Critical incidents Record (*): 2 hours
Resolution: During office hours
This level of severity includes all those incidents that completely prevent the use of the service contracted for all users as well as incidents involving data loss or security defects.
Any incident of this type will be recorded and attended within a maximum of two hours (within the indicated working hours), working from then on in office hours until the problem is solved and the functionality or functionalities out of service are restored. If the support request is sent outside office hours, the two hours mentioned above will be counted from the first business day after notification.
Average incidents Record (*): 4 hours
Resolution: During office hours
This level of severity includes all those incidents that prevent the use of one or more important functionalities of the service, but which do not affect all users or prevent the use of most of the contracted functionalities.
Any incident of this type will be recorded and attended within a maximum of four hours (within the indicated working hours), working from then on in office hours until the problem is solved and the functionality or functionalities out of service are restored. If the support request is sent out of office hours, the hours mentioned will be counted from the first business day after notification.
Low incidents Record (*): 24 hours
Resolution: During office hours
This level of severity includes all those incidents that are not related to the malfunctioning of the service as a whole and that affect only a small number of users.
Any incident of this type will be recorded and attended within a maximum of 24 hours (within the indicated working hours), working from then on during office hours until the problem is solved. If the support request is sent outside of office hours, the above hours start to run from the first business day after notification.
(*) Record: Interval of time between the communication of the incident to NETEX by the client and the registration and 1st answer.
General information about the service
- The time of resolution for incidents will depend on the nature and cause of the solution. A resolution may consist of a patch or a workaround under support service supervision and contacts authorized by Netex.
- The customer agrees to cooperate and work closely with the Netex Support Service (SSN) to reproduce the errors, including performing diagnostic or troubleshooting activities. In addition, subject to Customer approval on a case-by-case basis, Users may be required to provide remote access to their desktop system for troubleshooting purposes.
- Incidents created by the interaction of software from another manufacturer or by the configuration of local applications on the desktop or laptop computer are outside the scope of the SSN. It undertakes to do its best to locate the source of the problem, but we will not be able to give advice on configuration and adaptation of third-party tools outside our platform, except for the periods of pre-deployment integration and supported (product-informed) browsers agreed with Netex.
Frequently Asked Questions about the service
What defines an'occurrence'?
An incident is defined as a single technical support problem and the reasonable effort required to resolve it. A single support problem is a problem that cannot be divided into subordinate problems. If a problem consists of subordinate problems, each one is considered as a separate issue. An incident may require several contacts and an offline investigation to reach a final resolution. The doubts and queries regarding the use of the products are not subject to the definition of incidence and will therefore not be covered by this SLA.
Will I be guaranteed a solution?
Although our technical support professionals will do everything in their power to solve the problem, SSN cannot guarantee that all problems will be solved due to the diversity of our customers' IT configurations. Clients can request to close a case before it is resolved.
What is considered an acceptable solution to the problem?
The technical support professional will agree the problem definition with the user when the user raises the technical support incident. The incident will be closed when the technical support professional has offered the user one or more solutions. If the technical support professional cannot find a solution, the user will be notified and the case will be closed as unresolved.
Is there anything the SSN doesn't cover?
Customer Proposals for Product Features
Root cause analysis
Products outside the technical support lifecycle
Custom code writing or review
Exclusion of liability
Errors in the connections, fortuitous case and force majeure
Netex Knowledge Factory will not be responsible for the unavailability of the hosting service, errors, delays in access, or any anomaly due to connection problems of the contracting party, causes of unforeseen circumstances, force majeure or any other contingency totally unpredictable and therefore unrelated to the good faith of the company and not attributable to it.
In no event shall Netex Knowledge Factory be liable for any errors or damages resulting from the inefficient and bad faith use of the service by the contracting party. Nor shall it be liable for any consequences arising from the failure to communicate with the contracting party when this is attributable to the non-functioning of the electronic mail provided or to the falsity of the data provided by the contracting party.
Interruption of service
Netex Knowledge Factory reserves the right to temporarily interrupt the provision of the service for imperative needs of improvement, repair or replacement of the technical means used for the provision of the service. Whenever possible, an attempt will be made to make prior arrangements with the client regarding the time of performance of these tasks. Netex Knowledge Factory also reserves the right to interrupt the service when the contracting party is in breach of any of the clauses contained in these Conditions and, in particular, when the contracting party is committing any type of illegal activity, does not pay for the service or the additional costs, or when the contracting party is using the service in breach of the provisions of these Conditions. The interruptions of service that refer to any of the causes of this clause will in no case give rise to compensation or claims against the contracting party.
Netex Knowledge Factory assumes responsibility for the efficient provision of the service in accordance with the provisions of these Conditions and in accordance with the specific request made by the contracting party. The contracting party expressly waives any contractual or non-contractual liability for possible damages arising from its own breach of these General Conditions or from any wilful or negligent act on the part of the contracting party. In any case, the responsibility of Netex Knowledge Factory in case of carrying out an inefficient service provision will always be objective according to the terms of these General Conditions.
Customer support service by UserEcho