Product Support SLA - Sapience

Product Support SLA

Product Support SLA

Scope of Product Support

Sapience Product contains the following components:

  1. Sapience Platform
  2. Any integration component developed by Sapience
Product support limitations

This SLA and any applicable Service Levels do not apply:

  1. Caused by factors outside Sapience’s reasonable control (for example, natural disaster, war, acts of terrorism, riots, government action, or a network or device failure external to our data centers, including at the Customer’s site or between the Customer’s site and Sapience’s data center)
  2. Result from the use of services, hardware, or software not provided by Sapience, including, but not limited to, issues resulting from inadequate bandwidth or related to third-party software or services
  3. Caused by the Customer’s use of a Product after Sapience advised the Customer to modify the Customer’s use of the Product if the Client did not modify the Customer’s use as advised.
  4. During the Evaluation Period or with respect to preview, pre-release, evaluation, beta, or trial versions of a Product, feature, or software (as determined by Sapience)
  5. Result from Customer’s unauthorized action or lack of action when required, or from Client’s employees, agents, contractors, or vendors, or anyone gaining access to Sapience’s network by means of Client’s passwords or equipment, or otherwise resulting from Client’s failure to follow appropriate security practices.
  6. Result from Customer’s failure to adhere to any required configurations, use supported platforms, follow any policies for acceptable use, or Client’s use of the Product in a manner inconsistent with the features and functionality of the Product (for example, attempts to perform operations that are not supported) or inconsistent with our published guidance.
  7. Result from faulty input, instructions, or arguments (for example, requests to access files that do not exist);
  8. Result from Customer’s attempts to perform operations that exceed prescribed quotas or that resulted from the throttling of suspected abusive behavior;
  9. Due to Customer’s use of Product features that are outside of associated Support Windows.
  10. Any environmental and infrastructure changes will have data impact on Sapience need to be inform prior to change being implemented.
  11. If integration is enabled and noticed any performance related issue at customer environment, that needs to be managed by Customer.
Support Hours

Sapience has established Global Command Center (GCC) and Monitoring system to provides 24 x 5 supports excluding weekends.

Global command center (GCC) CONTACTS

US Toll-Free Number: +1 877 670 8884

India Toll-Free Number: 000800402378

Sapience Customer Center (www.sapiencecustomercenter.com): permission to be granted up to 3 users from Customer’s Internal Support team to open tickets and access the knowledge base. “Sapience Customer Center means www.sapiencecustomercenter.com.

Support Workflow
Level 1 Helpdesk Support

The Level 1 Support will be provided by Customer’s internal Helpdesk team. The issues covered in the Level 1 support will include:

  1. Answer the how-to questions related to using the Lens/Leaf Agent.
  2. Install / Uninstall of Lens/Leaf Agent
  3. Adding / Remove the users from the Platform Portal
  4. Configuration Activities:
    • Adding / Remove / Update the Activities Lists
    • Maintaining the Application / URL mappings
  5. Collecting the log files from the user or Server and share it with the Level 2 Sapience Support team for further investigation
  6. Sapience Customer Center’s ‘Knowledge Center’ and FAQs must be referred to prior to raising the ticket.
Level 2 Support

The Level 2 support is provided by Sapience Support Team to the Customer’s helpdesk. Only Customer’s Helpdesk and/or 1-3 designated Customer SPOC’s can contact the Level 2 Sapience support team. Sapience will track each support request received by Level 2 support team using Sapience Customer Center www.sapiencecustomercenter.com.  Customer Helpdesk and SPOCs will have access to Sapience Customer Center to open and track Support tickets.

Request Level 2 support via Sapience Customer Center:
  1. Login to www.sapiencecustomercenter.com
  2. Complete all the required fields
  3. Once the Support Ticket is received by Sapience, an automatic email confirmation will be sent. This reply includes a ticket number.
  4. While sending any further information about the issue, please use the Sapience Customer Center to update its ticket
  5. Customers can track the ticket status at any point of time via Sapience Customer Center
  6. When the Sapience Support team has resolved the issue, the ticket will be close.
  7. In case of more concerns on the provided resolution and/or the issue has resurfaced, the user can return to the Sapience Customer Center and reopen the ticket.
Request a Level 2 support via Toll Free Number:
  1. Call the toll-free numbers provided in the section “Global Command Center (GCC) Contact” to report a case.
  2. If the Sapience Support engineer is not able to answer the phone, the call will be directed to a voicemail. The caller can either provide a brief description of the issue in voicemail or leave a phone number for Support to contact. The GCC engineer will return the call when they get the first opportunity.
  3. The GCC / Support engineer will ask following details on the call
    • Description of the issues
    • If the Customer has opened an duplicate ticket in Sapience Customer Center
    • If the issue is affecting one or more users
    • What steps were taken by Customer admin team and observations or diagnostics to troubleshoot the issue
    • Suspected source of the problem, if known
  4. If necessary, the GCC engineer will create a Ticket within the Sapience ticketing system based on the information collected on the call.
  5. Once the case is created, it will be visible in the Sapience Customer Center and an automatic confirmation will be sent via email. This reply includes a ticket number.
  6. While sending any further information about the issue, Customer uses the Sapience Customer Center to update its ticket.
  7. Customers can track the ticket status at any point of time via Sapience Customer Center
  8. When the Sapience Support team has resolved the issue, the ticket will be close.
  9. In case of more concerns about the provided resolution and/or the issue has resurfaced, the Customer can return to the Sapience Customer Center and reopen the ticket.
Closing the issues before providing the resolution
  1. For identifying the root cause of an issue, the Sapience support team must have sufficient information about the issue.
  2. If the support team member decides that more details are required about the reported issue, it will notify the Customer by responding to the email which has the ticket number listed.
  3. The support team will send two reminders to the Customer. If the Customer fails to respond, the support team will close the ticket while sending the final reminder.
Support Tickets Report

The reports of all the open/closed tickets for the past one year is available on the demand. The Customer can request the report by opening a ticket within the Sapience Customer Center

SAPIENCE SUPPORT SLA

 Sapience will respond to issues raised in one of three ways:

  • Acknowledgment of the issue and confirmation that a resolution is planned within the response time.
  • An immediate workaround is provided, and the fault is re-categorized, and Sapience confirms that a full resolution is planned within the SLA.
  • Root cause analysis and details of the solution provided with specific steps and configuration changes to be followed, if required.

Severity LevelDefinitionResponseEscalation
Severity
1
(Blocker)		A Severity 1 (blocker) issue represents a bug that prevents the Customer from executing one or more critical business processes with no workaround.
The Customer shall remain available for troubleshooting from the time a Priority 1 issue is logged until such time as it is resolved.		Within 60 minutes of receipt of the case, GCC will respond to a Customer report of Severity One issue.If the problem has not been resolved within two (2) business hours, Sapience will escalate the problem to Engineering where the escalated problem will have higher priority than ongoing development and will work to resolve the problem until the Service is back to normal operations. Customers will be notified by email of the status changes every four (4) business hours until resolved or until the next steps are provided
Severity 2
(Critical)		A Severity 2 (critical) issue represents an issue that disrupts important business processes where the available workaround causes significant inconvenience to Customer.Within four (4) business hours of receipt of the case, GCC will respond to a Customer report of Severity Two issue.
Should a Severity Two issue be logged outside of these hours, such an issue will be handled within the first four (4) hours of the following business day.		If the problem has not been resolved or a workaround is provided within eight (8) business hours, the Severity 2 issue will be further escalated with higher priority than other Critical issues, and Support will work to resolve the problem until the Service is back to normal operations. Customers will be notified by email of status changes.
Severity 3
(Major)		A Severity 3 (major) issue is an issue that may disrupt important business processes where a workaround is available, or functionality is not imperative to the Customer’s business operations.Within eight (8) business hours of receipt of the case, GCC will respond to a Customer report of the Severity Three issue.If the problem has not been resolved or a workaround is provided within one (1) business week, Sapience will escalate the problem to Engineering. Customers will be notified by email of status changes.
Severity 4
(Minor)		Severity 4 A Severity 4 (minor) issue is an issue that does not have a significant impact on the Customer’s business operations.Within twenty-four (24) business hours of receipt of the case, GCC will respond to a Customer report of Severity Four issue. The Customer will be notified by:

email of the status changes regularly, until resolved with a cure or A workaround, preferably within ten (10) business days

For the purpose of the table above, a “critical business process” is considered as impacted when the Software is not accessible by Users, including, but not limited to:

  • No Users are able to access the Software.
  • For any Users’ activity data not uploaded to the Software for 24 hours

For the purpose of the table above, an “important business process” is considered as impacted when more than 80% of the Users are experiencing inconvenience in accessing Software features, including, but not limited to:

  • Users not being able to download reports from the Software
Escalation Workflow
  • Support Analyst – Ticket Logged for resolution using Sapience Customer Center if Severity 1 or Severity 2 is not resolved per the SLA, it will be escalated to next level
  • Escalation Path if the ticket is not resolved within SLA, the Customer shall contact:
    • Customer Support Manager
    • Customer Success – Account Manager