Support Policies
Our support team strives to attempt to provide solutions, where possible, to many of your indirectly related technical issues as they pertain to the product.
There are, however, limitations to the type and level of support we provide with these indirect technical issues. Under certain conditions that are out of our direct control, we may limit the amount of support and explicitly bear no responsibility resolution to technical issues with the following:
- web browser configuration
- operating system issues
- application issues for software not produced and distributed by Advologix.com, LLC.
- connectivity and network issues - LAN, DSL, cable, wireless or any other means
Supported Platforms
While the product may function under the exclusions listed below, we DO NOT support operations of the application under the following conditions
- dial up internet connections
- any web browser other than Internet Explorer 7.0, FireFox 3.0+, Safari 3.0+ (this exclusion includes Opera, Internet Explorer 8 and Mozilla)
- any web browser running on an non-Windows or Mac OSX operating system computer
Service Levels
While all requests will be given the attention they deserve, some circumstances require a more immediate level of attention. When submitting support requests to Support, you are given the option to provide a severity level for your request. The severity level you choose must meet the guidelines below to qualify for any escalated level of service you choose when submitting your support request.
| Severity Level |
Severity Definition |
Target Response Times |
| IMMEDIATE |
Loss of key functionality, usability, and performance of the application in normal operation. In general the application is unusable.
|
Complete diagnostics from the customer are required
- Work Around -4 hours or less
- Resolution -2 business days or less
|
| URGENT |
Loss of functionality, usability, and performance of the application in normal operation. In general complete loss of use a specific component of the application
|
Complete diagnostics from the customer are required.
- Work Around -1 business days or less
- Resolution -7 business days or less
|
| HIGH |
Problem(s) that:
- Prevent a particular function/feature from working properly
- Degradation of functionality or performance in normal operation
- Compromise your use of the product with other production applications
|
Complete diagnostics from the customer are required.
- Work Around -3 business days or less
- Resolution -15 business days or less
|
| MEDIUM(Default) |
Problems(s) that:
- Affect data which does not have a major impact on the customers application
- Reflect noticeable performance inefficiencies
- Reflect a feature of the product that is not working correctly in a minority of cases, or missing functionality with a workaround
- General usability issues
- Reflect errors in reports, documentation or online help.
|
Workaround already generally available. Resolution within next application upgrade or release.
|
| LOW |
Problem(s) that are:
- Misspellings
- Grammatical errors
- Cosmetic flaws
- Minor design or usability issues
|
Unless escalated to a MEDIUM or a HIGH, the majority of these issues will be accumulated into a future maintenance or new release.
|