Support Response & SLAs

Effective starting: August 1, 2017 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
Online ticket creation
Weekday coverage 24x5
Weekend coverage

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