Enterprise Support Policies en US
PLATFORM SUPPORT POLICIES June 6, 2014
PowerReviews Platform Support Offerings
Client Support Offerings Matrix Enterprise Offerings Basic Access to Community Management team via community mailbox Access to Regional Client Success Director for quarterly status meetings Assigned Named Client Success Director for monthly status meetings Monthly email communications on new offerings and Best Practices Detailed Reporting and KPI Mgmt via reporting tool Recorded and Community Dashboard and Reporting Training Sessions Dedicated Client Dashboard and Reporting Training Sessions Executive Sponsorship Regularly Scheduled strategic Interactions, Best Practice discussions, and product overviews Calls Onsite Visits Access to Knowledgebase Access to Community Forum Support Access via Dashboard Portal Phone Support Initial Response time SLA for non Critical cases Initial Response time SLA for Critical cases Professional Service Hours included in contract
22 4th Street, 6th Floor, San Francisco, CA 94103 Phone: 312-447-6100 www.PowerReviews.com
Standard
Premium/ Global
✓ ✓ ✓ ✓
✓
✓
✓
✓
✓
✓
✓
✓ ✓
✓
✓
✓ ✓ ✓
✓ ✓ ✓
2 Biz Days 4 Biz Hrs
1 Biz Day 2 Hours ✓
✓ ✓ ✓ ✓ ✓ ✓ 4 Biz Hours 1 hour ✓
Support Initial Response Times and Case Severities PowerReviews Tier 2 Support personnel are available via the support portal Monday – Friday, 8am – 6pm PST. 24x7 coverage is available as part of the Standard and Premium plans, or is available as an add-on to their existing subscriptions. •
Regular Support for non-urgent issues (feature requests, pre-production questions/issues, scheduled downtime, non-consumer facing issues, etc) are managed by the assigned Client Success Director/Community Manager or via a support ticket via the PowerReviews Dashboard. PowerReviews strives to respond to all Regular Tier 2 incidents within specific Service Level Agreements based off or support programs the client has chosen.
•
Urgent Support (problems on production sites) is managed by a pager system by sending an alert to: [email protected].
All Urgent Tier 2 incidents are assigned a Severity Level (as set forth below), which corresponds to the urgency of the problem or request, including its impact to one or more customers. The table provides general guidelines regarding incident Severity Levels and estimated response and resolution timeframes. PowerReviews strives to respond to all P1/Urgent Tier 2 incidents within four business (4) hours, unless you are covered by 24x7 support. Subsequent responses and estimated resolution timeframes are based on individual Severity Levels. Severity
Description
P1/Critical •
•
Critical system consumer-facing functionality is unavailable or a vital business process is severely affected without an available workaround Critical Business Impact
Estimated Response & Resolution • • • • •
22 4th Street, 6th Floor, San Francisco, CA 94103 Phone: 312-447-6100 www.PowerReviews.com
Initial Response 1, 2, or 4 hours, based on support level agreement Issue Documented ETA for resolution ASAP, within 24 hours (based on support level) Status updates provided regularly (daily at a minimum) Resolution or workaround typically scheduled as hot-fix or possibly in next code-release, depending on issue, complexity, and severity
P2/Major
•
•
System generally available, however, some specific functionality is unavailable; user experience is sub-standard but is acceptable for short time Major Business Impact
• • •
• •
P3/Norma l
•
•
System availability and performance are generally operating properly, except for issues affecting only a smallminority of users or issues that occur only intermittently Medium/Low Business Impact
• • •
•
Initial Response based on support level agreement Issue Documented ETA for resolution provided within 2 business days (based on support level) Status updates provided regularly Resolution or workaround typically scheduled as hot-fix or possibly in next code-release, depending on issue, complexity, and severity
Initial Response based on support level agreement Issue Documented ETA for resolution provided within 5 business days (based on support level) Resolution typically scheduled for future code release
PowerReviews Platform Maintenance Window •
The monthly PowerReviews Platform Release Window typically occurs on the second Wednesdays of each month between 10:00 AM and 12:00 PM PST. If maintenance is scheduled, a system maintenance message will be displayed to customers. We anticipate the release will last less than 30 minutes, but may take up to 1 hour.
•
The weekly PowerReviews Platform Maintenance Window occurs on Wednesdays between 6:00 PM and 6:30 PM PST. If maintenance is scheduled that will affect Dashboard usage, a system maintenance message will be displayed to customers. We anticipate the maintenance to last less than 5 minutes.
•
All planned downtime will be communicated by the PowerReviews Support team with as much notice as possible
22 4th Street, 6th Floor, San Francisco, CA 94103 Phone: 312-447-6100 www.PowerReviews.com
•
NOTE: Any downtime (whether planned or unplanned) should only affect the Write Review functionality or back-end tools, and SHOULD NOT impact any functionality on the Product Detail Page.
22 4th Street, 6th Floor, San Francisco, CA 94103 Phone: 312-447-6100 www.PowerReviews.com
What are the current browsers supported by the PowerReviews Platform? Google Apps has a philosophy of supporting the most recent two versions of the four major browsers. PowerReviews is adopting this framework as well. PowerReviews will be updating our supported browser list every 3 months with clients being given 3 months notice of any "not supported" browser. At the time of this revision, here are the browser versions we are supporting. PowerReviews Platform Dashboard and Reporting: Supported: Firefox 19 or higher Chrome 25 or higher All other PowerReviews Platform client-facing and user-facing web applications: No longer supported after June 13th, 2012: Internet Explorer 6 No longer supported after August 31st, 2012: Internet Explorer 7 Supported: Internet Explorer 8 or higher Firefox 19 or higher Chrome 25 or higher Safari 5.1.7or higher Not supporting a browser means: a) not providing any assistance when problems are reported that affect just unsupported browser users b) not doing any testing on unsupported browsers – this applles to any and all software and systems we create and support General browser support philosophy: Beginning September 1st, 2012, we’ll support the current and prior major release of Chrome, Firefox, Internet Explorer and Safari on a rolling basis. Each time a new version is released, we’ll begin supporting the update and stop supporting the third-oldest version. In summary, we support the most recent 2 versions of these major browsers: Firefox Safari Internet Explorer Chrome
22 4th Street, 6th Floor, San Francisco, CA 94103 Phone: 312-447-6100 www.PowerReviews.com
Additional Questions? Feel free to contact PowerReviews Platform support by opening a ticket in the PowerReviews Dashboard (http://dashboard.PowerReviews.com) under the “Support” tab.
22 4th Street, 6th Floor, San Francisco, CA 94103 Phone: 312-447-6100 www.PowerReviews.com
PowerReviews Platform Support Offerings
Client Support Offerings Matrix Enterprise Offerings Basic Access to Community Management team via community mailbox Access to Regional Client Success Director for quarterly status meetings Assigned Named Client Success Director for monthly status meetings Monthly email communications on new offerings and Best Practices Detailed Reporting and KPI Mgmt via reporting tool Recorded and Community Dashboard and Reporting Training Sessions Dedicated Client Dashboard and Reporting Training Sessions Executive Sponsorship Regularly Scheduled strategic Interactions, Best Practice discussions, and product overviews Calls Onsite Visits Access to Knowledgebase Access to Community Forum Support Access via Dashboard Portal Phone Support Initial Response time SLA for non Critical cases Initial Response time SLA for Critical cases Professional Service Hours included in contract
22 4th Street, 6th Floor, San Francisco, CA 94103 Phone: 312-447-6100 www.PowerReviews.com
Standard
Premium/ Global
✓ ✓ ✓ ✓
✓
✓
✓
✓
✓
✓
✓
✓ ✓
✓
✓
✓ ✓ ✓
✓ ✓ ✓
2 Biz Days 4 Biz Hrs
1 Biz Day 2 Hours ✓
✓ ✓ ✓ ✓ ✓ ✓ 4 Biz Hours 1 hour ✓
Support Initial Response Times and Case Severities PowerReviews Tier 2 Support personnel are available via the support portal Monday – Friday, 8am – 6pm PST. 24x7 coverage is available as part of the Standard and Premium plans, or is available as an add-on to their existing subscriptions. •
Regular Support for non-urgent issues (feature requests, pre-production questions/issues, scheduled downtime, non-consumer facing issues, etc) are managed by the assigned Client Success Director/Community Manager or via a support ticket via the PowerReviews Dashboard. PowerReviews strives to respond to all Regular Tier 2 incidents within specific Service Level Agreements based off or support programs the client has chosen.
•
Urgent Support (problems on production sites) is managed by a pager system by sending an alert to: [email protected].
All Urgent Tier 2 incidents are assigned a Severity Level (as set forth below), which corresponds to the urgency of the problem or request, including its impact to one or more customers. The table provides general guidelines regarding incident Severity Levels and estimated response and resolution timeframes. PowerReviews strives to respond to all P1/Urgent Tier 2 incidents within four business (4) hours, unless you are covered by 24x7 support. Subsequent responses and estimated resolution timeframes are based on individual Severity Levels. Severity
Description
P1/Critical •
•
Critical system consumer-facing functionality is unavailable or a vital business process is severely affected without an available workaround Critical Business Impact
Estimated Response & Resolution • • • • •
22 4th Street, 6th Floor, San Francisco, CA 94103 Phone: 312-447-6100 www.PowerReviews.com
Initial Response 1, 2, or 4 hours, based on support level agreement Issue Documented ETA for resolution ASAP, within 24 hours (based on support level) Status updates provided regularly (daily at a minimum) Resolution or workaround typically scheduled as hot-fix or possibly in next code-release, depending on issue, complexity, and severity
P2/Major
•
•
System generally available, however, some specific functionality is unavailable; user experience is sub-standard but is acceptable for short time Major Business Impact
• • •
• •
P3/Norma l
•
•
System availability and performance are generally operating properly, except for issues affecting only a smallminority of users or issues that occur only intermittently Medium/Low Business Impact
• • •
•
Initial Response based on support level agreement Issue Documented ETA for resolution provided within 2 business days (based on support level) Status updates provided regularly Resolution or workaround typically scheduled as hot-fix or possibly in next code-release, depending on issue, complexity, and severity
Initial Response based on support level agreement Issue Documented ETA for resolution provided within 5 business days (based on support level) Resolution typically scheduled for future code release
PowerReviews Platform Maintenance Window •
The monthly PowerReviews Platform Release Window typically occurs on the second Wednesdays of each month between 10:00 AM and 12:00 PM PST. If maintenance is scheduled, a system maintenance message will be displayed to customers. We anticipate the release will last less than 30 minutes, but may take up to 1 hour.
•
The weekly PowerReviews Platform Maintenance Window occurs on Wednesdays between 6:00 PM and 6:30 PM PST. If maintenance is scheduled that will affect Dashboard usage, a system maintenance message will be displayed to customers. We anticipate the maintenance to last less than 5 minutes.
•
All planned downtime will be communicated by the PowerReviews Support team with as much notice as possible
22 4th Street, 6th Floor, San Francisco, CA 94103 Phone: 312-447-6100 www.PowerReviews.com
•
NOTE: Any downtime (whether planned or unplanned) should only affect the Write Review functionality or back-end tools, and SHOULD NOT impact any functionality on the Product Detail Page.
22 4th Street, 6th Floor, San Francisco, CA 94103 Phone: 312-447-6100 www.PowerReviews.com
What are the current browsers supported by the PowerReviews Platform? Google Apps has a philosophy of supporting the most recent two versions of the four major browsers. PowerReviews is adopting this framework as well. PowerReviews will be updating our supported browser list every 3 months with clients being given 3 months notice of any "not supported" browser. At the time of this revision, here are the browser versions we are supporting. PowerReviews Platform Dashboard and Reporting: Supported: Firefox 19 or higher Chrome 25 or higher All other PowerReviews Platform client-facing and user-facing web applications: No longer supported after June 13th, 2012: Internet Explorer 6 No longer supported after August 31st, 2012: Internet Explorer 7 Supported: Internet Explorer 8 or higher Firefox 19 or higher Chrome 25 or higher Safari 5.1.7or higher Not supporting a browser means: a) not providing any assistance when problems are reported that affect just unsupported browser users b) not doing any testing on unsupported browsers – this applles to any and all software and systems we create and support General browser support philosophy: Beginning September 1st, 2012, we’ll support the current and prior major release of Chrome, Firefox, Internet Explorer and Safari on a rolling basis. Each time a new version is released, we’ll begin supporting the update and stop supporting the third-oldest version. In summary, we support the most recent 2 versions of these major browsers: Firefox Safari Internet Explorer Chrome
22 4th Street, 6th Floor, San Francisco, CA 94103 Phone: 312-447-6100 www.PowerReviews.com
Additional Questions? Feel free to contact PowerReviews Platform support by opening a ticket in the PowerReviews Dashboard (http://dashboard.PowerReviews.com) under the “Support” tab.
22 4th Street, 6th Floor, San Francisco, CA 94103 Phone: 312-447-6100 www.PowerReviews.com
