Support SLA for Apteco Cloud
Apteco Cloud is Apteco's SaaS offering. This page details the standard support Service Level Agreement (SLA) for Apteco Cloud customers.
Apteco Cloud offers a secure hosting solution for partners and clients. Apteco applies all software updates for you and protects your data to cloud security standards. You benefit from speedy deployment of systems and reduced internal resource overhead. Scalable storage and reliable performance mean your Apteco Orbit and FastStats systems are always working at maximum speed.
Support methods and hours¶
| Type / Method | Hours | Response Time Target | Eligibility |
|---|---|---|---|
| Technical Services Hub: Self Service | 24 × 7 | N/A | All |
| Technical Services Hub: Raise Ticket | 9:00 AM to 5:30 PM Monday–Friday, excluding English Bank Holidays | 2–8 working hours | All |
| Email: Raises Ticket | 9:00 AM to 5:30 PM Monday–Friday, excluding English Bank Holidays | 2–8 working hours | All |
The Technical Services Hub also provides a knowledge base that can help you resolve queries. When you log a ticket, suggested solutions appear as you type, which can provide a quicker self-service resolution.
Submitting a support ticket¶
Via the website is the recommended method. You can also use email, but this may result in a slower initial reply.
Severity levels¶
| Severity | Definition |
|---|---|
| Sev 1: Critical | The software can't be circumvented and prevents a user from performing critical day-to-day business activities. |
| Sev 2: Major failure | The software isn't working in accordance with its documentation in a manner that's a major failure affecting integrity, but doesn't prevent critical business activities. |
| Sev 3: Avoidable | The software isn't working in accordance with its documentation, but you may perform business activities using an alternative method. |
| Sev 4: Minor / Cosmetic / Advice | The software has a minor impact on normal use, is cosmetic in nature, or the ticket is a request for advice. |
Target response and resolve times¶
For Severity 1 (Critical) tickets, Apteco will work continuously until it identifies a resolution or processing alternative. Apteco continues until the ticket moves out of the Critical severity level. Status reports are available every 4 working hours or on request.
| Severity | Response Time Target | Resolve Time Target | Software Supply |
|---|---|---|---|
| 1: Critical | 2 working hours | 2 working days (16 hours) | Specific fix outside the main release cycle, then included in the next release. |
| 2: Failure | 4 working hours | 4 working days (32 hours) | Included in next release if less than 10 working days away; otherwise a specific fix if requested. |
| 3: Avoidable | 8 working hours | 6 working days (48 hours) | Included in the next release or a release within the next quarter. |
| 4: Minor | 2 working days (16 hours) | 10 working days (80 hours) | Included in the next release or a release within the next two quarters. |
| 5: Cosmetic | 2 working days | None | Included in a future release. |
| 6: Advice | 1 working day | N/A | N/A |
Service availability¶
Planned maintenance¶
Planned maintenance takes place once per month for up to one hour, between 9 PM and 3 AM (21:00–03:00) local time. This applies to the data centre serving your region, to help maintain the security and reliability of Apteco Cloud.
Emergency maintenance¶
If an emergency arises requiring maintenance outside of planned times, Apteco will endeavour to tell affected users as early as possible.
Data privacy¶
See the Privacy Policy for details on how Apteco handles your data.
Questions about the service level agreement¶
Contact Apteco by submitting a question via the Technical Services Hub or by emailing support@apteco.com.