ERP Maestro® Support Policy

Service Level Agreement

Scheduled downtime
ERP Maestro® reserves a 5 hour weekly scheduled downtime maintenance window on Saturday mornings starting at 10am EST. If no maintenance is required at that time the system will remain operational and accessible.

Availability Guarantee
Outside of scheduled downtime, ERP Maestro® will be fully operational 99.5% of the time.

Updates and Upgrades

Documentation of changes
ERP Maestro® will only upgrade its software within the scheduled down-time. The changes that are to be released will be documented and available for review on the ERP Maestro® website and from the application itself.

Problem Resolution

ERP Maestro® will provide support on the following communication channels:

-Telephone Support
-Email Support
-IM Chat window
-Online Support

The phone numbers and the online support options can be accessed on the ERP Maestro® website and from the application.

Documentation

Support
Users may access their previously created Support tickets at support.erpmaestro.com.

Classification of Errors

All service requests logged with ERP Maestro® Support are assigned a severity level from 1 to 4 based on the impact to your business. The customer determines the initial severity level when placing a request for Support. Severity levels may be changed by an ERP Maestro® Support Engineer, providing the customer is in agreement. Please note that these severity levels do not apply to new feature requests.

If the resolution involves a new version of the software, that version will be released to production as soon as it has been completely tested. In the interim and until the release, ERP Maestro® staff may provide a temporary instance of the updated software specifically for the affected client.

The following table defines the severity levels and the targeted initial response time for Support. It is helpful to clearly explain the business impact of your issue when contacting the Support Center.

 

 

Severity LevelDescriptionInitial Response
Level 1Critical Business Impact: Customer’s production use of ERP Maestro® is stopped or so severely impacted that the customer cannot reasonably continue work. For Severity Level 1 problems, we will begin work on the problem within one hour of notification and handle as its highest priority until the customer is given a fix or workaround. Customer resources must be made available in Severity Level 1 situations and reasonably cooperate with ERP Maestro® to resolve the issue.

Severity Level 1 problems could have the following characteristics:

System hang or crash situations

Data loss or data corruption

Critical functionality not available

Unable to access the System

Severity Level 1 issues must be reported via telephone.

Completion goal: 1 business day

Within 4 hours
Level 2Significant Business Impact: Important product features are unavailable with no acceptable workaround. Customer’s implementation of ERP Maestro’s software products are functioning with limited capabilities or are unstable with periodic interruptions. The software may be operating but is severely restricted.

Severity Level 2 problems could have the following characteristics:

Product error or failure forcing a restart or recovery

Severely degraded performance

Functionality unavailable but the system is able to operate in a restricted fashion.

Completion goal: 2 business days

Within 8 hours
Level 3Minimal Business Impact: Product features unavailable but a workaround exists and the majority of software functions are still useable. Minor function/feature failure that the customer can easily circumvent or avoid. Customer’s work has minor loss of operational functionality.

Severity Level 3 problems could have the following characteristics:

Error message with workaround

Minimal performance degradation

Incorrect product behavior with minor impact

Questions on product functionality or configuration during implementation

Completion goal: 5 business days

Within 1 business day
Level 4Nominal Business Impact: Minor problem or question that does not affect the software function such as How To’s, documentation, general questions, or enhancement requests. There is no impact to product usage or customer’s operations.

Severity Level 4 problems could have the following characteristics:

General requests for advice on product usage

Clarification on product documentation or release notes

Completion goal: 10 business days

Within 2 business days