SecPod Technologies Customer Support - Service Level Agreement (SLA)
Definitions
- Availability: The amount of time that services are running and accessible to the customer.
- Downtime: The total accumulated time the service is unavailable.
- Support Incident Classification: The classification of the ticket based on the severity of the support request.
- Target Response Time: The first response time to a ticket logged via the web-based ticketing system or through email.
Service Level Agreement (SLA)
Introduction
SecPod Technologies is committed to providing the best customer experience through its products and support. . The technical support services shall be provided based on the subscription model chosen by the customer, as per the details indicated below:
Basic Support (9*5) | Extended Support (24*5) | Premium Support (24*7) |
Mon–Fri, 9:00 AM–6:00 PM (Customer Local Time) | Mon–Fri, 24 hours | 24hrs x 7days |
Excludes weekends & public holidays | Excludes weekends & public holidays | Full Coverage (including weekends and holidays) |
Customers and Partners may notify SecPod Technologies through designated channels (Ticketing system and emails). SecPod shall assign support contacts to staff the support channels, based on the type of support subscribed to.
Service Commitment
- SecPod Technologies will maintain enough support contacts to ensure prompt responses to emails/tickets from Customers and Partners as per the support subscription model.
SecPod Technologies will make its best effort to answer questions and correct reported errors that are reproducible and are attributable to the product/services of SecPod Technologies or will try to provide suitable temporary solutions or workarounds for errors during the initial response.
If Customers or Partners state that the reported error is substantial and material to the use of the Software Product(s) or Service(s), or that the reported error causes the Software Product(s) or Service(s) to be inoperable, SecPod Technologies will use its best efforts to correct the error, within a commercially reasonable time after the initial response.
SecPod Saner Platform Updates
Updates may be made to the Saner platform for various reasons including, but not limited to, critical patches, security fixes, general maintenance, functionality, and documentation. SecPod is under no obligation to develop any future functionality or enhancements.
Support Incident Classification
SecPod Technologies shall identify the severity of the support request, based on the evidence provided by the Customer/Partner as per the definitions set forth below:
| Severity Classification | Definition |
|---|---|
| Critical | Product issue that severely impacts Customer’s or Partner’s use of the product. |
| High | Major functionality issue that impacts Customer's or Partner's business operation and no workaround is available. |
| Medium | Partially impacts the use of the product and a workaround is available. |
| Low | A routine technical issue or inquiry. |
Target Response Time
The times set forth below are the first response times to a ticket logged via web or by email. These times should not be deemed to be resolution times. SecPod Technologies does not guarantee resolution times. A resolution may consist of a fix, workaround, service availability, or other solution SecPod Technologies deems reasonable. SecPod Technologies will make reasonable efforts to meet the target response times stated in the table below.
| Severity Classification | Target Response Time |
|---|---|
| Critical | 2 Hours or Less |
| High | 6 Hours or Less |
| Medium | 12 Hours or Less |
| Low | 2 Business Days or Less |
Note: Requests received from the customers with Basic and Extended support subscription models on Saturday/Sunday/Closed Holidays will be replied to on the next working day.
Customer Support
SecPod Technologies understands that providing the best possible support to our customers is critical to making our customers successful. Any Customer or Partner may log a support request via a web-based ticketing system or through email on a 24x7 basis. However, the first response shall be based on the support subscription model. SecPod Technologies shall process support requests using a ticketing procedure so that each issue receives a ticket number and may be tracked until it is satisfactorily resolved.
Contact Information
- Email: support@secpod.com
- Web: https://support.secpod.com/
Service Scope
The following services are covered:
- Monitored email support (support@secpod.com).
- Support tickets through the ticketing system.
- Remote assistance using Remote Desktop and VPN, where available.
Customer Support Availability
- Email support (support@secpod.com) for logging a request on 24X7 basis.
- Basic Support – 9:00 AM to 5:00 PM, Monday through Friday, excluding holidays.
- Extended Support – 24/5, Monday through Friday, excluding holidays.
- Premium Support – 24/7 Coverage
Note: Requests received from the customers with Basic and Extended support subscription models on Saturday/Sunday/Closed Holidays will be replied to on the next working day.
Service Requests
- SecPod Technologies will provide support to customers using the approved service support channel and knowledge base resources. When a request or transaction is submitted, SecPod Technologies will classify the severity as per the definition indicated in para 2.0 above.
- In support of the services outlined in the agreement, SecPod Technologies will respond to service-related incidents and/or requests submitted by the customer within the timeframes mentioned in para 2.0 above, depending upon the severity classification.
- The ticket/request raised by the customer can be placed under any of the following categories based on the status/condition specified.
Ticket Categories
| Category of Ticket | Condition | Remarks |
|---|---|---|
| Open | This status indicates that the ticket has been logged but not yet reviewed or assigned for action | |
| Pending | Action required from SecPod Support. | The resolution is awaiting internal action. |
| Waiting on Customer | Awaiting input or specific information from the customer. | The ticket will remain in this status until the requested information is received. Delays in response may extend resolution timeframes |
| Waiting on Third Party | Assistance is being taken either from the other internal teams within SecPod or from the third-party vendors/services. Support team is coordinating for the necessary action | This may involve collaboration with third-party services or vendors to resolve the issue |
| Solved | The ticket is considered resolved by the agent, with a solution provided No feedback has been received from the customer on a ticket 'Waiting on Customer' after three follow-ups/for more than 7 days, whichever is earlier | The customer has 3 days to reopen the ticket if further action is deemed necessary |
| Closed | The ticket has been in a resolved status for more than 3 days without customer follow-up. | Implies that the customer is satisfied with the resolution and no further queries have been raised. The ticket is now archived for record-keeping |
Requirements from Customer’s End
- It is expected that customers will provide necessary information/feedback, as and when requested, for a detailed analysis of the reported problem/issue.
- It is expected that customers will share their screens and provide device access during remote sessions, if necessitated, for detailed troubleshooting and further resolution.
For more details, visit www.secpod.com or contact support@secpod.com.
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