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. Severity levels may be changed after initial contact and assessment of the issue from a gotomyerp Support Engineer.
1.1 Emergencies are defined as the Service being unavailable and verified as unavailable from at least two (2) locations and 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 that are 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, these requests will be addressed as received per defined severity levels.
1.3 Emergencies and Customer Escalations are required to be treated as such by the customer as well. When an emergency is in progress, resources are allocated by gotomyerp's staff, and it is expected that all communication or answers to questions be addressed promptly by you. If the issue is resolved, and is no longer an emergency, the customer is required to 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 Customer’s ISP or connection or issues on 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 a connection related matter is initiated by end users, Customer agrees to create a support ticket in gotomyerp’s Support Portal and mark as Normal Priority / Pending Customer Input. Customer will use its own internal resources to resolve the connection issue and attempt resolve using 3rd Party IT Providers, your ISP or any ISP responsible for providing internet service to the location reporting an issue.
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 actual status. Once we identify a possible cause of the issue and at our discretion a) continue to provide our internal Emergency status or, b) we will offer normal assistance to and require you to 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 normal 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 the response time of a "Minimal Business Impact" in the respective SLA.
3.2 The following table defines the severity levels and the targeted initial response time for Starter, Business (Silver), Enterprise (Gold) Support, and Platinum Support. It is helpful to clearly explain the business impact of your issue when contacting the Support Center.
- 24x7 Support for severity 1 issues only
- Starter, Business and Enterprise Support available during business hours.
Week Days 7AM EST to 9PM EST
- Platinum Plan 24x7 all issues.
Critical business impact
Customer's production use of our products on a 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 problem within one hour of notification and handle as the highest priority until the customer is given a fix or workaround. Customer resources must be made 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 1 hour
Within 1 hour
Within 1/2 hour
Significant Business Impact:
Important product features are unavailable with no acceptable workaround. Customer's implementation or production use of GoToMyERP’s products in a 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 unavailable but the system is able to operate in a restricted fashion.
|Same day |
Within 4 hours
Within 2 hours
Within 1/2 hour
Minimal Business Impact:
Product features are unavailable but a workaround exists and the majority of software functions are still usable. Minor function/feature failure that the customer can easily circumvent or avoid. Customer's work has 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 |
Within 6 hours
Within 4 hours
Within 1 hour
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 to product usage or customer's operations.
Severity Level 4 problems could have the following characteristics:
- General requests for advice on product usage
- Clarification on product documentation or knowledgebase articles
- Product enhancement request
|48-72 Hours |
Within 4 hours
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 down time due to events beyond its control or Customer requests. Times noted below are approximate and may change (scheduled maintenance and unscheduled down time 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.
(i) Scheduled maintenance. To ensure optimal performance of the Servers, gotomyerp performs maintenance on the Servers on a routine basis. 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, during which time some or all of the Services or hosted applications may not be available.
Server Maintenance and unavailability is not included in Server downtime calculations. Except for routine and scheduled maintenance, Customers are sent notice 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 issues that are critical for Customers and or performance of the Services. gotomyerp will notify Customers when possible via email prior to the unscheduled maintenance. Unscheduled maintenance may be conducted any time.
(iii) Other Down Time. Customer agrees that the Services may be inaccessible during periods of time wherein Customer has scheduled upgrades or modifications to the Service.