Support SLA for Apteco Cloud
Apteco Cloud is our SaaS offering. This page details the standard support Service Level Agreement (SLA) for Apteco Cloud customers.
Apteco Cloud offers a secure hosting solution for partners and clients. With all software updates applied for you and your data protected to cloud security standards, you benefit from speedy deployment of systems and reduced internal resource overhead. Scalable storage and reliable performance mean your Apteco Orbit and FastStats systems are always working at maximum speed.
Support methods and hours¶
| Type / Method | Hours | Response Time Target | Eligibility |
|---|---|---|---|
| Technical Services Hub—Self Service | 24 × 7 | — | All |
| Technical Services Hub—Raise Ticket | 9:00am–5:30pm Monday–Friday, excluding English Bank Holidays | 2–8 working hours | All |
| Email—Raises Ticket | 9:00am–5:30pm Monday–Friday, excluding English Bank Holidays | 2–8 working hours | All |
The Technical Services Hub also provides a knowledge base that can help you resolve queries. When you log a ticket you are offered suggested solutions as you type, which can provide a quicker self-service resolution.
Submitting a support ticket¶
Via the website is the recommended method. Email may also be used, but may result in a slower initial reply.
Severity levels¶
| Severity | Definition |
|---|---|
| Sev 1—Critical | The software cannot be circumvented and prevents an end user from performing critical day-to-day business activities. |
| Sev 2—Major failure | The software is not working in accordance with its documentation in a manner that is a major failure affecting integrity, but does not prevent critical business activities. |
| Sev 3—Avoidable | The software is not working in accordance with its documentation, but business activities may be performed using an alternative method. |
| Sev 4—Minor / Cosmetic / Advice | The software has a minor impact on normal use, is cosmetic in nature, or the ticket is a request for advice. |
Target response and resolve times¶
For Severity 1 (Critical) tickets, Apteco will work continuously until a resolution or processing alternative is identified and the ticket moves out of the Critical severity level. Status reports are available every 4 working hours or on request.
| Severity | Response Time Target | Resolve Time Target | Software Supply |
|---|---|---|---|
| 1—Critical | 2 working hours | 2 working days (16 hours) | Specific fix outside the main release cycle, then included in the next release. |
| 2—Failure | 4 working hours | 4 working days (32 hours) | Included in next release if less than 10 working days away; otherwise a specific fix if requested. |
| 3—Avoidable | 8 working hours | 6 working days (48 hours) | Included in the next release or a release within the next quarter. |
| 4—Minor | 2 working days (16 hours) | 10 working days (80 hours) | Included in the next release or a release within the next two quarters. |
| 5—Cosmetic | 2 working days | None | Included in a future release. |
| 6—Advice | 1 working day | — | — |
Service availability¶
Planned maintenance¶
Planned maintenance takes place once per month for up to one hour between 9pm and 3am (21:00–03:00) local time for the data centre of your region, to help ensure the security and reliability of Apteco Cloud.
Emergency maintenance¶
If an emergency situation arises requiring maintenance outside of planned times, Apteco will endeavour to inform affected users as early as possible.
Data privacy¶
See the Privacy Policy for details on how your data is handled.
Questions about the Support SLA¶
Contact Apteco by submitting a question via the Technical Services Hub or by emailing support@apteco.com.