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.

https://www.erpmaestro.com/category/release-notes/

Problem Resolution

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

-Telephone Support
-Email Support
-Zendesk Support

The phone numbers and the online support options can be accessed on the ERP Maestro® website contact page and also included in automated response when you create Zendesk ticket at

https://erpmaestro.zendesk.com/hc/en-us

International Support Numbers

USA +866-350-9106, Option 3

Ireland +353 1800 924 208

Belgium +32 800 58 529

Mexico +52 1 800 953 0217

Brazil +55 800 883 8099

Netherlands +31 800 024 9864

Singapore +65 800 101 3905

 

Documentation

Support
Users may access their previously created Support tickets at support.erpmaestro.com. Users can also create new tickets by emailing to 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 selects the initial severity level when placing a request for Support, however many times the Severity levels selected may not be correct. They may be changed by an ERP Maestro® Support Engineer, providing the customer agrees. Please note that these severity levels do not apply to new feature requests termed enhancements. Severity levels do not apply to bugs as any bugs need thorough correction and testing before a fix is deployed to the production.

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 which covers targeted initial response time for Support. Please note that initial response times are covered by SLA, resolution times are not. completion times are goals where every possible attempt would be made to resolve the issue within given time guidelines. Completion times are target which involves customer & ERP Maestro’s close coordination to achieve a quick resolution. It is helpful to clearly explain the business impact of your issue when contacting the Support Center.

Severity LevelDescriptionInitial ResponseCompletion goal
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:

·      Unable to access the System

·      System hang or crash situations

·      Data loss or data corruption

·      Critical functionality not available

“Severity Level 1 issues must be reported via telephone after submitting a Zendesk support ticket”

 

Within 4 hours1 business day
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 can operate in a restricted fashion.

Within 8 hours2 business days
3Minimal Business Impact: Product features unavailable but a workaround exists, and most 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

Within 1 business day5 business days
4Nominal Business Impact: Minor problem or question that does not affect the software function such as How To’s, documentation, general questions, cosmetic bugs 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

Within 2 business day10 business days

 

About this Support Policy: Latest version of this policy is always available online at the following link.

https://www.erpmaestro.com/support-policy/