Absolute Software Secure Access Service Level Agreement (SLA)
Summary
When obtaining support from Absolute Technical Support you will get your best response by calling our Technical Support phone line. Email and or web submissions will be responded to within 4 business hours, during normal business hours. Below is a detailed explanation of our definitions and service levels regarding support.
Customer Purchased Maintenance Support
Telephone assistance for the products will be available twenty four hours per day seven days per week (24/7), including holidays for Fault Classes of Severity level 1 or 2. Absolute uses voicemail as a backup when technical support representatives are assisting other customers or are not available by phone. Absolute will make reasonable efforts to respond to voicemails left during business hours within one (1) business hours after receipt of the voicemail message.
Note: Email or Web submissions will be responded to by next business day and are not meant for reporting Severity 1 or 2 issues.
Maintenance Support – Terms of Support
Incidents eligible for after-hours support are defined as being and must be submitted by phone for SLA response time purposes:
Severity 1 (Critical Impact) Operations Down:
A problem that renders Licensee’s systems completely inoperative, results in data loss or results in a major security breach. No workaround exists.
Severity 2 (Significant Impact) Operations Severely Impaired:
A problem that significantly impairs systems or results in a minor security breach, workarounds exist but are either difficult to implement or do not prevent the problem and must be implemented after each instance the problem occurs.
Service Level Agreement (SLA) Fault Management Procedures
For Customers with Maintenance, Absolute provides its fault management assistance during normal business hours, excluding holidays.
Maintenance Support
Absolute further provides its fault management assistance twenty-four hours per day 7 days per week (24/7), including holidays, for Fault Classes of Severity level 1 or 2. Fault management procedures for Maintenance are currently defined below.
Severity 1
Procedures: Initial assignment and response immediately with status report to Customer no later than one (1) hour. Commencement of work on resolution immediately, with workaround delivered as soon as reasonably available.
Severity 2
Procedures: Initial assignment and response within one (1) hour with status report to customer within four (4) hours. Commencement of work on resolution within four (4) hours, with workarounds delivered as soon as reasonably available.
Severity 3
Procedures: Initial assignment of recourses within eight (8) hours with status report to customer within twenty-four (24) hours. Fixes delivered with the next Update after resolution.
Severity 4
Procedures: Initial assignment within thirty (30) business days. Resolution is subject to the terms of a separate agreement.
Severity Definitions
Severity 1
The Licensed Software causes disruption or loss of Customer or End User’s tools or services of a critical nature and there is no workaround. The fault prohibits operation of a function or service and is directly related to Licensed Software.
Severity 2
Profile: Licensed Software operating negatively and materially affects the performance of Customer or End User’s tools or services as a result of the use of the Licensed Software and there is no permanent workaround.
Severity 3
Profile: The Licensed Software contains a non-critical, limited fault. Customer or End Users are able to function and there is a work around available.
Severity 4
Profile: A report which does not encompass a fault but which instead requests new or improved functionality in the Licensed Software. Service Level Agreements (SLA).