Effective as of 30/07/2018 (30th July 2018)
1. About this Support Policy
This Support Policy describes what support you can expect from us in regards to autumnapp.com (“Autumn”). YOUR ACCESS TO OR USE OF ANY THE SERVICES (INCLUDING THE LICENSES, PUBLIC DOMAIN TOOLS, AND CHOOSERS) SIGNIFIES THAT YOU HAVE READ, UNDERSTOOD, AND AGREED TO BE BOUND BY THE TERMS. By accessing or using any Services you also represent that you have the legal authority to accept the Terms on behalf of yourself and any party you represent in connection with your use of any Services. If you do not agree to the Terms, you are not authorised to use any Services.
2. Product Support Channels
We only provide Support Services through our Helpdesk. We do not provide our Support Service through any other channel (including, but not limited to direct e-mail, live chat, Facebook, Twitter or over the phone) at this time.
You need to submit a ticket using the Helpdesk to take advantage of our Support Service and bear in mind what we do support when submitting your ticket. We may ask you to send us your login details if we need them to assist you.
Our frequently answered questions (or “FAQs”) contain answers to common questions and may help answer questions you may have. These FAQs are relatively generic and may not be directly relevant to your specific query or challenge.
3. What Our Support Service Covers
We only support our Products. Our Support Service includes assistance with Product installations, configuration and use. Our Support Service covers Products sold by official Resellers.
4. What Our Support Service Does Not Cover
Our Support Service does not cover our Products supplied by Third Parties who are not our Resellers or Third Party products and services. We may require you to disable Third Party products that are installed alongside our Products before we are able to assist you.
We provide our Products as is. We do not customize our Products or support any Third Party customisations of our Products. A customisation is anything that changes the way our Products look or function relative to how we make our Products available to you.
6. Problem Response Time
All problems reported to the Helpdesk are initially handled by a consultant who works with you to identify and (in many cases) solve your reported problem. If the problem is not resolved during the primary contact, the consultant assigns a tracking number to the problem and does additional research or might pass it to a specialist.
The following table displays the targets for initial follow-up and frequency of updates for problems with different severities and conditions. The goals for initial follow-up after a problem with production software is first reported are based on the nature and severity of the problem. The Technical Support consultant will attempt to contact the customer who reported the problem within the response time goals described below.
|Severity Level||Condition||Initial Follow-up*||Frequency of Updates|
|1||A critical Autumn production system is down or does not function at all, and there is no circumvention for the problem; a significant number of customers are affected, and a production business system is inoperable.||2 hours||Every day|
|2||A component of SAS is not performing, creating a significant operational impact.||4 business hours||Every 2 business days**|
|3||A component of SAS is not performing as documented; there are unexpected results; problems are circumventable; there is moderate or minor operational impact.||24 hours***||Every 3 business days|
|4||Questions pertain to usage questions or clarification of documentation.||24 hours***||Every 10 business days|
|5||Customer offers suggestions or requests for new product features and enhancements.||24 hours***||Every 30 business days|
|* For problems that are assigned to a Technical Support consultant, initial follow-up is defined as the time between when the problem is initially reported and the specialist contacts the customer. For problems that require further research by the consultant who initially received the problem, initial follow-up is defined as the time between the initial contact with the consultant and a follow-up call.
** Follow-up as agreed upon by Customer Management and SAS Technical Support Management
*** Does not include weekend or other non-business days
7. General Information
Our general support hours are Monday to Friday, 08:30 to 17:00 (AEST GMT+9) Although we strive to respond to all queries within 24 hours, our actual response times may vary and we may take longer to respond to more advanced or technical queries.
If you would like to contact us regarding account-related issues or pre-sales questions, email email@example.com. We will respond to you as soon as possible.