Public
What is a Priority?
Issues are classified into a Priority level in order to determine our commitment to resolve the issue. Please refer to the priority table below for some examples of what types of issues fall into each level. When a support case is initially submitted, the submitter makes their best estimate of the appropriate severity level and files it as such. As PageUp and the submitter work on the reported issue, it may become clear that the severity level should be changed.
| Priority Level | Impact | Description |
| Level 1 | Critical |
Where the software application is causing the customer a serious commercial risk. The customer's application is either:
|
| Level 2 | High |
Where the customer's application has impaired functionality:
|
| Level 3 | Medium |
Where the customer's application has impaired functionality:
|
| Level 4 | Low | Low priority concerns which cause slight inconvenience but do not affect system critical functionality |
Standard Response Commitments
| Priority | Initial Response Time Goal | Update Frequency | Target Resolution Time Goal |
1 |
< 1 hour | 2 hours | Immediately |
2 |
< 2 hours | 4 hours | < 24 hours |
3 |
< 4 hours | Daily | 5 business days |
4 |
< 1 day | Weekly | 10 business days |
Support Escalation Process
PageUp has a defined Support Escalation Process with nominated escalation contacts and activities for each stage of escalation.
| Priority Level | Definition | Response | Resolution Commitment |
1 |
Not operational for an exclusive user (such as an administrator) or multiple users, or fails for the user(s)/candidates fundamental tasks because a major function of the application is not operational. |
Respond within 1 hour. Provide updates every 2 hours. |
Aim to resolve immediately. |
2 |
Severe loss of service causing significant impact to the normal workflow for completing the task, with workaround not feasible. Multiple authorized users are unable to complete secondary tasks that support the customer in delivering the application to the end users. |
Respond within 2 hours. Provide updates every 4 hours. |
Aim to resolve within 24 hours. |
3 |
No significant loss of service, some operational inconvenience, system workaround feasible. Single user down, many other users capable of performing required tasks. |
Respond within 4 hours. Provide updates every business day. |
Aim to resolve within 5 working days. |
4 |
Low priority concerns which cause slight inconvenience but do not affect system critical functionality. |
Respond within 1 day. Provide updates every week. |
Aim to resolve within 10 working days. |
| Level 1 | Level 2 | Level 3 | Level 4 | |
| Role | 1st point of contact. Log issue, provide solution or escalate to Level 2. | Receive escalation from Level 1. Further analysis. Resolve issue or escalate to Level 3. | Receive escalation from Level 3. Further analysis. Work on issue until resolved. | Direction, priority setting and resource allocation. |
| Escalation | Outside of support scope, product knowledge or system access. | Outside of technical capability, large issue, unable to be resolved with simple solution. | Technical analysis of support incident. Provide updates to Level 1 and 2. | - |
| Activities | Replication of issue. Find error message. Collect screenshot. Customer communication. | Log of error, replication of issue, inform Level 1 and 3. | Request direction, priority settings, and resource allocation. | Commercial |
| Priority Notification | N/A |
PM's P2, P3 & P4 |
STAs, SAM, SVP P1 & P2 |
Leadership Team P1 |
Acceptable Use Policy
Purpose
This Acceptable Use Policy is intended to ensure that our customers use our support services in a manner that is reasonable and not excessive. This Acceptable Use Policy does not limit or reduce our customers' obligations or affect PageUp's rights under the standard contract terms and conditions.
Our Offering
Our standard customer support service is inclusive in your monthly application service fee (ASF) and provides your core team with:
Support help desk (available online and by phone, to assist with incident response and/or queries)
- 24x7 Access to an online knowledge base.
- 24x7 Access to an online customer community forum.
- 24x7 Access to an online support centre.
- 24x5 Access to technical support via Live Chat, email or phone.
- 24x7 Access to telephone support for critical issues/priority 1 incidents.
- Access to our customer experience management service.
- System and change management notifications.
- Access to latest information on product enhancements.
- Standard response time commitments.
We have designed a generous service offering; however, we will monitor usage to ensure that we provide quality support services to all of our customers and that no customer is disadvantaged by the conduct of others.
Excessive Use
Excessive Use is a continuing and unreasonably disproportionate use of the services when compared to other customers – in the case of support calls or queries logged in excess of three times the number of calls or queries logged per month, averaged across our customer base, is considered Excessive Use. If you only occasionally have very high usage, we are unlikely to be concerned. If it is happening regularly, PageUp will use reasonable efforts to notify you when the number of support queries becomes excessive and will work with you to remedy the situation. If usage continues at an excessive level following this request, PageUp may be required to review our contract terms with you. PageUp reserves the right to vary the terms of this Acceptable Use Policy from time to time.
Comments
Article is closed for comments.