SUPPORT
TECHNICAL SUPPORT & MAINTENANCE TERMS
SLG (Service Level Goal)
We try to make the Subscription Service, including the platform, mobile application and Visual Performance Dashboard, available 24 hours a day, 7 days a week, except for planned down-time for maintenance. If there is a planned upgrade or maintenance, OnStrategy will notify you well in advance. We will also notify you of the upgrade enhancements. OnStrategy’s services may be subject to limitations, delays, and other problems inherent in the use of the internet and electronic communications. OnStrategy is not responsible for any delays, delivery failures, or other damage resulting from such problems. OnStrategy normally maintains a 99.4% uptime for the Subscription Service.
Technical Support (Phone and/or Chat)
We accept webform support questions 24 hours a day x 7 days a week. Webform responses are provided during phone support hours only. We attempt to respond to webform support questions within one business day; in practice, our responses are generally even faster. We do not promise or guarantee any specific response time.
- Monday 10 am – 5 pm PT
- Tuesday 9 am – 5 pm PT
- Wednesday 9 am – 5 pm PT
- Thursday 9 am – 5 pm PT
- Friday 9 am – 4 pm PT
Support Phone
Support Email
Case Logging
Case logged via Chat, Email and/or Telephone Support
SaaS Service maintenance, which includes maintenance releases, enhancements, new versions, additions, and modifications to the Service, is provided to all customers under support for no additional fee.
Bug fixes to bring the SaaS Service into substantial conformance with its then-current user guide.
Response time in accordance with the chart below.
Resolution Process for Issues of Severity Levels 1 and 2:
- Trouble Ticket opened.
- Assign engineer to determine and correct the error.
- Periodic reports on the status of the correction.
- Initiate work to correct the error.
Scheduled Outages are usually scheduled during non-prime app usage hours (10 pm-3 am PT) and avoiding performance update days (beginning and end of month). Customers are usually notified via in app message 5+ days in advance of such planned outage.
RESPONSE TIME CHART
SEVERITY
DEFINITION
RESPONSE GOAL
DETAILS
Severity 1
SaaS Service substantially fails to perform.
2 hours
- Trouble Ticket opened.
- Assign engineer to determine and correct the error.
- Periodic reports on the status of the correction.
- Initiate work to correct the error.
Severity 2
Substantial degradation in performance of the SaaS Service.
6 hours
- Trouble Ticket opened.
- Assign engineer to determine and correct the error.
- Periodic reports on the status of the correction.
- Initiate work to correct the error.
Severity 3
Minimal-to-no impact on the availability or performance of the SaaS Service.
14 days
Commercially reasonable efforts to include in next major release.
