PR Support Policies en US
SUPPORT POLICES Last Revised: September 4, 2015
About this Document This document provides detailed information on the PowerReviews support policies and resources. n
“Support Offerings” on page 2
n
“Initial Response Times and Case Severities” on page 3
n
“Maintenance Windows” on page 5
n
“Browser Support” on page 5
n
“Additional Questions?” on page 6
Support Offerings
PowerReviews Confidential
1
PowerReviews Confidential
Client Support Offerings Matrix Enterprise Offerings Basic Access to Community Manager via ticket system
Standard
Premium/ Global
✓
Access to Regional Client Success Director
✓
Assigned Named Client Success Director
✓
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
✓
Notification in changes to Key Business Metrics
✓
✓
Regularly Scheduled strategic Interactions, Best Practice discussions, and product overviews Calls
✓
Access to Knowledgebase
✓
✓
✓
Access to Community Forum
✓
✓
✓
Support Access via Dashboard Portal
✓
✓
✓
Phone Support (Upon Request) Initial Response time SLA for non Critical cases Initial Response time SLA for Critical cases Access to 24x7 Critical Issue support Number of Authorized Support Contacts
2 | Support Policies
✓ 2 Biz Days
1 Biz Day
4 Biz Hours
4 Biz Hrs
2 Hours
1 hour
add-on (15% MRR, $500 min.)
✓
✓
1
3
4
Last Revised: September 4, 2015
PowerReviews Confidential
Initial Response Times and Case Severities PowerReviews Platform Support personnel are available via the support portal Monday – Friday, 8am – 5pm PST. 24x7 coverage is available as part of the Standard and Premium plans, or is available as an add-on to an existing subscription. Regular Support for non-urgent issues (feature requests, pre-production questions/issues, scheduled downtime, non-consumer facing issues, etc) are managed by a support ticket submitted within the PowerReviews Platform Dashboard or by the assigned Client Success Director/Community Manager. PowerReviews strives to respond to all incidents within specific Service Level Agreements based off or support programs the client has chosen. Incidents submitted through the support portal are assigned a Severity Level by the reporting party (as set forth below), which corresponds to the urgency of the problem or request. Please note that incidents submitted via email are assigned a Normal Severity level. The table below provides general guidelines regarding incident Severity Levels and estimated response and resolution timeframes. PowerReviews strives to respond to all P1/Urgent incidents within four business (4) hours. Subsequent responses and estimated resolution timeframes are based on individual Severity. Please refer to your contract to determine what support level you have chosen.
Last Revised: September 4 , 2015
Initial Response Times and Case Severities | 3
PowerReviews Confidential
Severity Level P1/Critical
Description
•
•
P2/Major
•
•
P3/Normal
•
•
PowerReviews Estimated Response & Resolution
Critical system consumer-facing functionality is unavailable or a vital business process is severely affected without an available workaround Critical Business Impact
•
System generally available, however, some specific functionality is unavailable; user experience is sub-standard but is acceptable for short time Major Business Impact
•
System availability and performance are generally operating properly, except for issues affecting only a small-minority of users or issues that occur only intermittently Medium/Low Business Impact
•
• • • •
• • • •
• • •
Initial Response 1, 2, or 4 hours: based on support level agreement Issue Documented ETA for resolution ASAP 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 ASAP 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 ASAP Resolution typically scheduled for future code release
Urgent/Critical/P1 Severety Support (problems on production sites) requests can be escalated after the case has been submitted by sending an email to the emergency pager system. Please email the following and be sure to include the case identifier: [email protected]
4 | Support Policies
Last Revised: September 4, 2015
PowerReviews Confidential
Maintenance Window n
The monthly PowerReviews Platform Release Window typically occurs on the second Wednesday of each month between 7:00 PM and 9:00 PM Pacific time. If a release is scheduled, a system message will be displayed on the Dashboard. We anticipate the release will take less than 30 minutes, but may take up to 1 hour with minimum impact to the end user.
n
The (optional as necessary) weekly PowerReviews Platform Maintenance Window occurs on Wednesdays between 7:00 PM and 8:00 PM Pacific time. If maintenance is scheduled, a system message will be displayed on the PowerReviews Dashboard. We anticipate scheduled maintenance to last less than 5 minutes.
n
All planned downtime will be communicated by the PowerReviews Support team with as much notice as possible.
Browser Support At the time of this revision, here are the browser versions we are supporting. PowerReviews Platform Dashboard and Reporting: o
Firefox 28 or higher
o
Chrome 33 or higher
All other PowerReviews Platform client-facing and user-facing web applications: o
Internet Explorer 8 or higher
o
Firefox 28 or higher
o
Chrome 33 or higher
o
Safari 5.1.5 or higher
No longer supported (including, but not limited to): o
Internet Explorer 6
o
Internet Explorer 7
Last Revised: September 4 , 2015
Maintenance Window | 5
PowerReviews Confidential
Not supporting a browser means: 1) No longer providing assistance when problems are reported that affect unsupported browser users. 2) No longer testing unsupported browsers – this applles to any and all software and systems we create and support. General browser support philosophy: PowerReviews platform supports 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.
Additional Questions? Feel free to contact PowerReviews Platform support by opening a ticket in the Dashboard (http://dashboard.powerreviews.com ) under the “Support” tab.
6 | Support Policies
Last Revised: September 4, 2015
About this Document This document provides detailed information on the PowerReviews support policies and resources. n
“Support Offerings” on page 2
n
“Initial Response Times and Case Severities” on page 3
n
“Maintenance Windows” on page 5
n
“Browser Support” on page 5
n
“Additional Questions?” on page 6
Support Offerings
PowerReviews Confidential
1
PowerReviews Confidential
Client Support Offerings Matrix Enterprise Offerings Basic Access to Community Manager via ticket system
Standard
Premium/ Global
✓
Access to Regional Client Success Director
✓
Assigned Named Client Success Director
✓
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
✓
Notification in changes to Key Business Metrics
✓
✓
Regularly Scheduled strategic Interactions, Best Practice discussions, and product overviews Calls
✓
Access to Knowledgebase
✓
✓
✓
Access to Community Forum
✓
✓
✓
Support Access via Dashboard Portal
✓
✓
✓
Phone Support (Upon Request) Initial Response time SLA for non Critical cases Initial Response time SLA for Critical cases Access to 24x7 Critical Issue support Number of Authorized Support Contacts
2 | Support Policies
✓ 2 Biz Days
1 Biz Day
4 Biz Hours
4 Biz Hrs
2 Hours
1 hour
add-on (15% MRR, $500 min.)
✓
✓
1
3
4
Last Revised: September 4, 2015
PowerReviews Confidential
Initial Response Times and Case Severities PowerReviews Platform Support personnel are available via the support portal Monday – Friday, 8am – 5pm PST. 24x7 coverage is available as part of the Standard and Premium plans, or is available as an add-on to an existing subscription. Regular Support for non-urgent issues (feature requests, pre-production questions/issues, scheduled downtime, non-consumer facing issues, etc) are managed by a support ticket submitted within the PowerReviews Platform Dashboard or by the assigned Client Success Director/Community Manager. PowerReviews strives to respond to all incidents within specific Service Level Agreements based off or support programs the client has chosen. Incidents submitted through the support portal are assigned a Severity Level by the reporting party (as set forth below), which corresponds to the urgency of the problem or request. Please note that incidents submitted via email are assigned a Normal Severity level. The table below provides general guidelines regarding incident Severity Levels and estimated response and resolution timeframes. PowerReviews strives to respond to all P1/Urgent incidents within four business (4) hours. Subsequent responses and estimated resolution timeframes are based on individual Severity. Please refer to your contract to determine what support level you have chosen.
Last Revised: September 4 , 2015
Initial Response Times and Case Severities | 3
PowerReviews Confidential
Severity Level P1/Critical
Description
•
•
P2/Major
•
•
P3/Normal
•
•
PowerReviews Estimated Response & Resolution
Critical system consumer-facing functionality is unavailable or a vital business process is severely affected without an available workaround Critical Business Impact
•
System generally available, however, some specific functionality is unavailable; user experience is sub-standard but is acceptable for short time Major Business Impact
•
System availability and performance are generally operating properly, except for issues affecting only a small-minority of users or issues that occur only intermittently Medium/Low Business Impact
•
• • • •
• • • •
• • •
Initial Response 1, 2, or 4 hours: based on support level agreement Issue Documented ETA for resolution ASAP 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 ASAP 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 ASAP Resolution typically scheduled for future code release
Urgent/Critical/P1 Severety Support (problems on production sites) requests can be escalated after the case has been submitted by sending an email to the emergency pager system. Please email the following and be sure to include the case identifier: [email protected]
4 | Support Policies
Last Revised: September 4, 2015
PowerReviews Confidential
Maintenance Window n
The monthly PowerReviews Platform Release Window typically occurs on the second Wednesday of each month between 7:00 PM and 9:00 PM Pacific time. If a release is scheduled, a system message will be displayed on the Dashboard. We anticipate the release will take less than 30 minutes, but may take up to 1 hour with minimum impact to the end user.
n
The (optional as necessary) weekly PowerReviews Platform Maintenance Window occurs on Wednesdays between 7:00 PM and 8:00 PM Pacific time. If maintenance is scheduled, a system message will be displayed on the PowerReviews Dashboard. We anticipate scheduled maintenance to last less than 5 minutes.
n
All planned downtime will be communicated by the PowerReviews Support team with as much notice as possible.
Browser Support At the time of this revision, here are the browser versions we are supporting. PowerReviews Platform Dashboard and Reporting: o
Firefox 28 or higher
o
Chrome 33 or higher
All other PowerReviews Platform client-facing and user-facing web applications: o
Internet Explorer 8 or higher
o
Firefox 28 or higher
o
Chrome 33 or higher
o
Safari 5.1.5 or higher
No longer supported (including, but not limited to): o
Internet Explorer 6
o
Internet Explorer 7
Last Revised: September 4 , 2015
Maintenance Window | 5
PowerReviews Confidential
Not supporting a browser means: 1) No longer providing assistance when problems are reported that affect unsupported browser users. 2) No longer testing unsupported browsers – this applles to any and all software and systems we create and support. General browser support philosophy: PowerReviews platform supports 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.
Additional Questions? Feel free to contact PowerReviews Platform support by opening a ticket in the Dashboard (http://dashboard.powerreviews.com ) under the “Support” tab.
6 | Support Policies
Last Revised: September 4, 2015
