Effective starting: August 1, 2017
PayMyVAT.com is a product by Taxviser Consulting Private Ltd (called PayMyVAT from here onwards).
Support Includes
- Incident Support - Identifying and troubleshooting problems in the system
- Root cause analysis
- Assistance with issues during installation
- Assistance with issues during upgrades
- Identifying an d creating needed bug reports
- Guidance around implementation and configuration
- Integration support with PayMyVAT products
Support Does Not Include
- Customers without a valid maintenance agreement
- End of Life, Beta, Release Candidate or Development releases
- Customized versions of PayMyVAT products (customized = original product code has been modified)
- Development questions or requests.
- Support for end-users (please see Knowledge Prerequisites)
- Product training
- Support in languages other than English
- Professional Services
- System & Performance tuning
- Deployment & Capacity Planning
- Installation & Upgrade Services
While PayMyVAT attempts to respond to all issues in a timely manner, issues that hurt
our customers ' production applications (i.e. Level 1, Level 2) take priority. "Production"
is defined as an instance of PayMyVAT software actively used by the customer's
business users it does not include testing systems or production staging systems or
environments.
The below SLAs apply to most of the PayMyVAT product suite however for specific
exceptions and weekend coverage details please visit PayMyVAT Support Offerings.
Level of Severity |
Description of Severity |
Characteristics |
Server |
Cloud |
Level 1 - Critical |
Critical Business Impact: Critical issue occurring on
production system preventing
business operations. A large
number of users are prevented
from working with no
procedural workaround. |
1. System hangs or crashes
2. Critical functionality not available
3. Data loss or data corruption
4. Large number of
end users blocked
from work Impact is
escalating quickly |
1 hr |
1 hr |
Level 2 - Major |
Significant Business Impact: Major issue occurring on
production system severely
impacting business. A large
number of users are impacted
by issue but they are still able
to work in a limited capacity. |
1. Significant
performance
degradation
2. Important
functionality not
available
3. Small number of
users blocked from
work Impact is
escalating |
4 hr |
4 hr |
Level 3 -
Medium |
Normal Business Impact: Issue causing a partial or non-
critical loss of functionality on
production system. A small
number of users are affected. |
1. Some system
functions not available
2. Minor performance
degradation
3. Small number of
users impacted
4. Impact is not
escalating |
8 hr |
8 hr |
Level 4 -
Low |
Minimal Business Impact : Issue occurring on non-
production system or question,
comment, feature request,
documentation issue or other
non-impacting issue. |
1. Incorrect product
behavior without
impact Product
question or
enhancement |
24 hr |
24 hr |
Feature Description |
Free user/
Starter
Licenses |
Business
Licenses |
Enterprise
Licenses |
Self-help resources support |
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Online ticket creation |
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Weekday coverage 24x5 |
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Weekend coverage |
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