Nexvia Support and Maintenance Policy
Nexvia Ongoing Support Services Methodology
Nexvia includes on-going maintenance and support as follows:
- Bi-annual major updates and minor updates as required
- Telephone and email support: Monday to Friday 8:30 am to 5:00 pm AEST
- Emergency after hours contact: Monday to Sunday 7:00 a.m. to 8:30 am and 5:00 pm to 19:00 pm AEST
- The support team is located in Brisbane, Australia.
A Service Desk system is in place to record all incoming issues and track resolution. The Help Desk staff log all issues submitted by telephone or email into the Service Desk database. Each issue is assessed and replicated where possible. The issue is then assigned to the appropriate staff member to resolve. When a call or email is received, we assess the request and we classify them as follows:
- Support Requests
- Training Requests
- Custom Development Requests
- Project / Process Requests
Support requests are prioritised and we try and deal with these ASAP. With the other types of requests, we book in time with the appropriate team members to review.
Troubleshooting and Debug Processes
Depending on the application, each platform logs and reports errors differently allowing the support staff and programmers the ability to back-trace bugs. In some cases, the programmer will try to replicate the same user experience so that debugging tools can be used to analyse the stack trace. Other sources of issues are network problems, hardware faults, internet connection issues and bandwidth issues, all of which can be investigated in a number of different ways.
Scheduled downtime will be announced via emails to the client’s internal support staff. The goal is to give a minimum of 48 hours’ notice on non-critical maintenance. Notification of critical maintenance downtime is rare and as much notice as possible will be given. After each major release, a set of release notes will be made available via a download link or email.
Nexvia – Service Level Commitment
1.1 Service Level Commitment
Supplier commits to provide 98% uptime with respect to the Customer’s Service during each calendar quarter of the Term, excluding regularly scheduled maintenance times. If in any calendar quarter this uptime commitment is not met by Supplier and Customer was negatively impacted (i.e.,attempted to log into or access the Service and failed due to the unscheduled downtime of the Service), Supplier shall provide, as the sole and exclusive remedy, a service credit equal to one month’s fee for the use of the Service.
1.2 Scheduled and Unscheduled Maintenance
Regularly scheduled maintenance time does not count as downtime. Maintenance time is regularly scheduled if it is communicated in accordance with the notice section set forth below at least one full business day in advance of the maintenance time. Regularly scheduled maintenance time typically is communicated at least a week in advance, scheduled to occur at night on the weekend, and takes less than 15-30 hours each month. Supplier hereby provides notice that every Sunday night 8:00pm – 10:00pm Australian Eastern Standard Time (AEST) is reserved for routine scheduled maintenance for use as needed. Supplier in its sole discretion may take the Service down for unscheduled maintenance and in that event will attempt to notify customer in advance in accordance with the Notice section set forth below. Such unscheduled maintenance will be counted against the uptime guarantee.
1.3 Credit Request
In order to receive a credit under this Service Level Commitment, Customer must request it simply by emailing Supplier at firstname.lastname@example.org, within five days of the end of the applicable quarter. If Customer submits a credit request and does not receive a prompt automated response indicating that the request was received, Customer must resubmit the request because the submission was not properly received and will not result in a credit. Customers who are past due or in default with respect to any payment or any material contractual obligations to Supplier are not eligible for any credit under this Service Level Commitment. The service credit is valid for up to two years from the quarter for which the credit was issued. Supplier shall calculate any service level downtime using Supplier’s system logs and other records.
This Service Level Commitment may be amended by Supplier in its discretion but only after providing thirty days advance notice. Notices will be sufficient if provided to a user designated as an administrator of your applicable account either: (a) as a note on the screen presented immediately after completion of the log in authentication credentials at the log in screen, or (b) by email to the registered email address provided for the administrator(s) for Customer’s account.
1.5 Exclusion of Sandbox and Beta Accounts
Any Sandbox, Beta and/or debugger accounts and other test environments are expressly excluded from this or any other Service Level Commitment.