Zenput provides service maintenance, bug fixes, and response time guarantees for reported issues under its Service Level Agreements (SLAs) to ensure customers receive reliable support and efficient issue resolution. This article outlines the response times, severity levels, and resolution processes applicable to all Zenput customers with support contracts.
Service Maintenance & Bug Fixes
- Service Maintenance: Zenput regularly provides maintenance releases, enhancements, new versions, and other modifications to improve the service at no additional cost to customers under support.
- Bug Fixes: Zenput addresses bugs to bring the service into substantial conformance with the latest version of the Zenput User Guide.
Severity Levels and Response Goals
Zenput has established specific severity levels to categorize reported issues and ensure prompt resolution. The response goals vary by severity, with a detailed process to address each type of issue.
Summary Table of SLAs
| Severity Level | Definition | Response Goal | Resolution Process Summary |
|---|---|---|---|
| Level 1 - Critical | Complete service or core component failure with no workaround, major data loss, or business impact. | 2 hours | Ticket creation, engineer assignment, status updates, fix initiation, and user notification. |
| Level 2 - Major | Partial service degradation with minor impact; workaround may be possible. | 4 hours | Ticket creation, engineer assignment, status updates, and fix initiation. |
| Level 3 - Minor | Minimal impact issues, often isolated to single users or non-urgent configurations. | 3 days | Commercially reasonable efforts for inclusion in the next major release. |
This SLA structure is designed to prioritize and resolve issues based on their impact on your business, ensuring critical issues are addressed quickly while minor issues are integrated into future updates. For additional questions, please contact Zenput Support.
Severity Level 1: Critical Impact
- Service Failure: Complete loss of functionality affecting all Zenput users in an account. Example: App is entirely non-functional.
- Core Component Failure: Significant loss of function in critical components (e.g., web or mobile app), where no workaround exists.
- Major Data Impact: Widespread issues in data gathering or presentation, resulting in severe business impact.
Response Goal: 2 hours
Resolution Process:
- Problem Ticket: A ticket is immediately created upon notification of the issue.
- Engineer Assignment: An engineer is assigned to diagnose and correct the error.
- Periodic Updates: Regular updates are provided on the status of the correction.
- Initiation of Fix: Work on error correction begins promptly.
- User Notification: Users affected by the error are informed once the fix is applied.
Severity Level 2: Major Impact
- Substantial Performance Degradation: Partial or temporary loss of function in one or more components of Zenput, with a possible workaround. Examples: Form uploads are blocked, or tasks fail to send.
- Server Slowdown: Minor service slowdowns affecting user workflow, impacting fewer than 5% of users in a customer account.
Response Goal: 4 hours
Resolution Process:
- Problem Ticket: A ticket is created upon notification.
- Engineer Assignment: An engineer is assigned to resolve the issue.
- Periodic Updates: Updates on correction progress are provided.
- Initiation of Fix: Work on the fix begins without delay.
Severity Level 3: Minor Impact
- Minimal Service Impact: Issues with minimal impact on service availability or performance. Examples include training-related issues, customer device issues, password resets, or problems isolated to a single user.
- Non-urgent Configuration Issues: Minor internal configurations that only administrators can resolve.
Response Goal: 3 days
Resolution Process:
Effort for Next Release: Zenput makes commercially reasonable efforts to address these issues in the next major service release.
Scheduled Maintenance and Outages
Zenput schedules regular maintenance to ensure optimal service performance. Maintenance outages are typically scheduled weekly on Tuesdays at 9 pm PT. Customers are notified of planned outages via the Zenput Status Page.
Comments
0 comments
Please sign in to leave a comment.