All service requests logged with support are assigned a severity level from 1 to 4 based on the impact on your business. You determine the initial severity level when placing a request for assistance. gotomyerp may change severity levels after initial contact and assessment of the issue.
1- EMERGENCIES
1.1 Emergencies are defined as the Service being unavailable and verified as unavailable from at least two (2) locations to all your users. A second location can be our support staff if one is not available to you.
-- These are always met with a 30-minute response time.
1.2 Customer Escalations are requests deemed, by the Customer to be of an escalated nature and do not fit gotomyerp's definition of an emergency in Section 1.1 above. Unless otherwise agreed, require pulling resources on an emergency basis and may be priced separately at emergency rates.
1.3 Emergencies and Customer Escalations must be treated as such by the Customer. When an emergency is in progress, gotomyerp allocates dedicated resources, and the Customer must promptly address all communications or answer questions. If the issue is resolved and/or is no longer an emergency, the Customer is must inform gotomyerp via the ticket created to be marked as resolved.
2- NETWORK AVAILABILITY AND CONNECTIONS
Network Availability. Network Availability is gotomyerp’s network’s ability to pass incoming and outgoing TCP/IP traffic. Interruptions of service or access due to problems with the Customer’s ISP, connection, or issues on the Customer’s network are beyond gotomyerp’s control and are not included in downtime calculations. Interruptions of service caused by denial of service or similar attacks are beyond gotomyerp’s control and are not included in downtime calculations.
2.1 When an end-user initiates a connection-related matter, the Customer agrees to create a support ticket in gotomyerp’s Support Portal and mark it as Normal Priority / Pending Customer Input. The Customer will use its internal resources to resolve the connection issue and attempt to resolve using 3rd Party IT Providers, your ISP, or any ISP responsible for providing internet service to the location reporting a problem.
2.1.1 No further action will be taken by gotomyerp if the connection matter is localized, corrected by your network admin or IT Providers, and your ticket will be updated and closed.
2.1.2 Multi-Location Connection incidents. If gotomyerp is notified of a multi-location connection matter, gotomyerp will assist in determining the source of the connection matter and escalate to an Emergency Status until we determine the actual status. Once we identify a possible cause of the issue, and at our discretion we;
a) Continue to provide our internal Emergency status or,
b) Offer normal assistance to and require you redirect to your local IT Providers or ISPs.
2.1.3 Third Party Connection Validation. If a dispute arises regarding the quality of your connection, gotomyerp reserves the right to contact a neutral 3rd Party IT Provider in the United States to verify your connectivity at your expense, billed at our standard rates, and the cost of the 3rd Party IT Provider.
If connection quality meets guidelines set forth by gotomyerp’s policies, no further action is required by gotomyerp.
If connectivity meets gotomyerp’s guidelines, then gotomyerp will use every reasonable effort to cure connectivity-related matters at our own expense and reimburse any fees to you.
3- SEVERITY LEVELS
3.1 Only tickets submitted through the
support portal can have a "Severity Level" assigned. Tickets submitted via email will default to a "Minimal Business Impact" response time in the respective SLA.
3.2 The following table defines the severity levels and the targeted initial response time for all plans. It is helpful to clearly explain the business impact of your issue when contacting the gotomyerp Support team.
- 24x7 Support Emergencies Only (See 1- EMERGENCIES)
- All support available during business hours
-
Weekdays 7 am EST to 6 pm PST
|
Severity Levels
|
|
Initial Response
|
|
During Business Hours
|
Weekend / After Hours
|
|
Level 1
|
Critical business impact
Customer's production use of our products on primary business service, major application or mission-critical system is stopped or so severely impacted that the customer cannot reasonably continue work.
For Severity Level 1 problems, we will begin work on the issue within one hour of notification and handle it as the highest priority until the customer is provided a fix or workaround. Customer resources must be available in Severity Level 1 situations and reasonably cooperate to help resolve the issue.
Severity Level 1 problems could have the following characteristics:
-
System hangs or crash situations
- Data loss or data corruption
- Critical functionality not available
|
Within 2 hours |
See #1 EMERGENCIES
|
|
Level 2
|
Significant Business Impact:
Important product features are unavailable with no acceptable workaround. Customer's implementation or production use of gotomyerp's products in primary business service, major applications, or mission-critical systems are functioning with limited capabilities or are unstable with periodic interruptions. The software may be operating but is severely restricted.
Severity Level 2 problems could have the following characteristics:
- Product error or failure forcing a restart or recovery
- Severely degraded performance
- Functionality is unavailable, but the system can operate in a restricted fashion.
|
Same day |
See #1 EMERGENCIES
|
|
Level 3
|
Minimal Business Impact:
Product features are unavailable, but a workaround exists, and most software functions are still usable. Minor function/feature failure that the customer can easily circumvent or avoid. The Customer's work has a minor loss of operational functionality.
Severity Level 3 problems could have the following characteristics:
-
Error message with workaround
- Minimal performance degradation
- Incorrect product behavior with minor impact
- Questions on product functionality or configuration during implementation
|
24-48 Hours |
See #1 EMERGENCIES
|
|
Level 4
|
Nominal Business Impact:
Minor problem or question that does not affect the software function, such as How To's, documentation, general questions, or enhancement requests. There is no impact on product usage or the Customer's operations.
Severity Level 4 problems could have the following characteristics:
- General requests for advice on product usage
- Clarification of product documentation or knowledgebase articles
- Product enhancement request
|
48-72 Hours |
See #1 EMERGENCIES
|
4- AVAILABILITY OF APPLICATION SERVER(S) AND MAINTENANCE
Availability of Application Server
gotomyerp will use commercially reasonable efforts to have the Service available 24 hours per day, 7 days per week, excluding any scheduled maintenance as described below and unscheduled downtime due to events beyond its control or Customer requests. Times noted below are approximate and may change (scheduled maintenance and unscheduled downtime are referred to as “Down Time”). gotomyerp’s goal is to maintain a 99% monthly average of scheduled availability of its Servers.
4.1 gotomyerp guarantees 99.99% uptime of its servers. Excluding scheduled maintenance and events outside of its control. (see 4.2 and 4.3)
4.2 All gotomyerp servers go down nightly for a brief period (15 minutes total) to perform different maintenance tasks and backups.
4.3 Since gotomyerp utilizes Amazon Web Services (AWS), we cannot guarantee availability in the event of an unscheduled AWS outage.
4.3.a AWS Scheduled Maintenance windows will typically not affect gotomyerp Service
4.3.b in the event of catastrophic failure with AWS infrastructure, gotomyerp will initiate disaster recovery protocols to move clients to different data centers.
4.3.c But this one doesn't have an issue.
Maintenance
(i) Scheduled maintenance. gotomyerp performs maintenance on the Servers on a routine basis to ensure optimal performance of the Servers. Such maintenance often requires taking gotomyerp’s servers off-line. gotomyerp reserves the right to perform scheduled maintenance up to one (1) hour per day. Some or all of the Services or hosted applications may not be available during this time.
Server Maintenance and unavailability are not included in Server downtime calculations. Except for routine and scheduled maintenance, Customers are notified in advance if maintenance times are expected to exceed 15 minutes, and we will try to perform maintenance during off-peak hours based on your time zone.
(ii) Unscheduled maintenance may be required to resolve critical issues for Customers and/or service performance. gotomyerp will notify Customers when possible via email before the unscheduled maintenance. Unscheduled maintenance may be conducted at any time.
(iii) Other Down Time. The Customer agrees that the Services may be inaccessible during periods wherein the Customer has scheduled upgrades or modifications to the Service.