Technical Support Policies
Effective Date: 01-JANUARY-2008
PHIRE TECHNICAL SUPPORT LEVEL
Software Update License & Support
All Phire Architect Program releases receive Software Update License & Support. Software Update License &
Support is the standard level for all Phire support services and consists of:
- • Program updates, fixes, security alerts, critical patch updates, and upgrade scripts
• Major product and technology releases, which includes general maintenance releases, selected
functionality releases, and documentation updates
• Assistance with service requests via Telephone from 8 AM EST to 8 PM EST, Monday through Friday
• Submit online service requests using Your Phire Application 24 hours a day, 7 days a week
• Email service requests to support@phire-support.com 24 hours a day, 7 days a week
• Access to Phire Support Site (24 x 7 web-based customer support systems), including the ability to log
service requests online
• Non-technical customer service during normal business hours
• Service Request Response Guidelines: Reasonable efforts will be made to respond to service
requests per the following guidelines:
- o 90% of Severity 1 service requests submitted by you will be responded to within 4 local
business hours
o 90% of Severity 2 service requests submitted by you will be responded to within 8 local
business hours
o 90% of Severity 3 service requests submitted by you will be responded to within the next local
business day
o 90% of Severity 4 service requests submitted by you will be responded to within the next local
business day
SEVERITY DEFINITIONS
The service request severity level is selected by you and Phire and should be based on the following severity
definitions:
Severity 1
Your production use of the supported programs is stopped or so severely impacted that you cannot reasonably
continue work. You experience a complete loss of service. The operation is mission critical to the business and
the situation is an emergency. A Severity 1 service request has one or more of the following characteristics:
- • Data corrupted
• A critical documented function is not available
• System hangs indefinitely, causing unacceptable or indefinite delays for resources or response
• System crashes, and crashes repeatedly after restart attempts
For all supported Phire programs reasonable efforts will be made to respond to Severity 1 service requests
within four (4) hours during local business hours, excluding holidays; local business hours are Monday through
Friday 8:00 A.M. to 8:00 P.M. Eastern Standard Time of the North America region.
24 Hour Commitment to Severity 1 Service Requests for all supported Phire programs: PSS will work 24x7 until
the issue is resolved or as long as useful progress can be made. You must provide PSS with a contact during
this 24x7 period, either on site or by pager, to assist with data gathering, testing, and applying fixes. You are
requested to propose this severity classification with great care, so that valid Severity 1 situations obtain the
necessary resource allocation from Phire.
Severity 2
You experience a severe loss of service. Important features are unavailable with no acceptable workaround;
however, operations can continue in a restricted fashion.
Severity 3
You experience a minor loss of service. The impact is an inconvenience, which may require a workaround to
restore functionality.
Severity 4
You request information, an enhancement, or documentation clarification regarding your software but there is no
impact on the operation of the software. You experience no loss of service. The result does not impede the
operation of a system.
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| "The Only Thing Constant is Change." |
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| ____Support |
| For Technical support, please call: 877-845-4668 Our Technical Support Team can be reached 8:00am EST through 8:00pm EST. Email technical support inquiries to: support@phire-soft.com |