Product Support SLA - Sapience

Product Support SLA

Introduction

Sapience is a unique platform that collects “digital signals” from knowledge workers’ devices and turns it in to usable data for companies to gain significant operational insight that translates to large productivity and margin improvements.

Scope of Product Support

Sapience Product contains the following components:

  1. Vue Analytics Server
  2. Any integration component developed by Sapience Team

Product support limitations

This SLA and any applicable Service Levels do not apply to any performance or availability issues:

  1. On-going Level 1 helpdesk report post the initial deployment
  2. Sapience configuration support beyond the stipulated installation period
  3. Sapience training beyond the initial agreed upon training sessions
  4. Due to 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 Client’s site or between the Client’s site and Sapience’s data center)
  5. That 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
  6. Caused by the Client’s use of a Product after Sapience advised the Client to modify the Client’s use of the Product if the Client did not modify the Client’s use as advised;
  7. During or with respect to preview, pre-release, evaluation, beta or trial versions of a Product, feature or software (as determined by Sapience)
  8. That result from Client’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;
  9. That result from Client’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;
  10. That result from faulty input, instructions, or arguments (for example, requests to access files that do not exist);
  11. That result from Client’s attempts to perform operations that exceed prescribed quotas or that resulted from the throttling of suspected abusive behavior;
  12. Due to Client’s use of Product features that are outside of associated Support Windows.
  13. Any environmental and infrastructure changes will have data impact on Sapience need to be inform prior to change being implemented.

Support Hours

The Sapience provides the support during Weekdays US CST (8 x 5) and India (8 x 5) no support will be provided on weekends, public and company’s holidays.

Support Contacts

US Toll-Free Number: +1 877 670 8884

India Toll-Free Number: +91 0800402378

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

Support Maintenance

Sapience Support will have Scheduled Server Maintenance Window (for the sake of planned changes, upgrades and/or repairs). Customers will be informed well in advance. In case of emergency outage Sapience Support will take necessary actions.

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 Vue Portal
  4. Configuration Activities:
    1. Adding / Remove / Update the Activities Lists
    2. 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 and additional tracking number
  4. While sending any further information about the issue, please use the Sapience Customer Center to update your ticket
  5. When Sapience Support team has resolved the issue, it will close the ticket. Once the issue is closed in the Sapience Customer Center, an automated email is sent to indicate that the issue is closed. Customer will be able to track ticket status at any time in the Sapience Customer Center
  6. If the user is not happy with the 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 “Sapience Support 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 about the issue in voicemail or leave a phone number for Support to contact. The Support engineer will return the call within 60 minutes.
  3. The support engineer will ask following details on the call
    1. Description of the issues
    2. If the Customer has opened an duplicate ticket in Sapience Customer Center
    3. If the issue is affecting one or more users
    4. What steps were taken by Customer L1 Support team and observations or diagnostics to troubleshoot the issue
    5. Suspected source of problem as per L1 team, if known
  4. If necessary, the support engineer will create a Ticket within the Sapience ticketing system based on the information it has 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 and additional tracking number.
  6. While sending any further information about the issue, please use the Sapience Customer Center to update your ticket.
  7. When Sapience Support team has resolved the issue, it will close the ticket. Once the issue is closed in the Sapience Customer Center, an automated email is sent to indicate that the issue is closed.
  8. If the user is not happy with the resolution and/or the issue has resurfaced, the user 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, 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 user by responding to the email which has the ticket number listed.
  3. The support team will send two reminders to the users. If the user fails to respond for three days since the information is sought, the support team will close the ticket.

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.

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 Level

Definition

Response

Escalation

Severity 1 (Blocker)

A Severity 1 (blocker) issue represents a bug that prevents Customer from executing one or more critical business processes with no workaround. 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, Sapience 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. Customer will be notified by email and telephone of the status changes every four (4) business hours until resolved or until 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, Sapience 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 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. Customer will be notified by email and telephone 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 customer’s business operations.

Within eight (8) business hours of receipt of the case, Sapience will respond to a Customer report of Severity Three issue.

If the problem has not been resolved or a workaround provided within one (1) business week, Sapience will escalate the problem to Development. Customer will be notified by email, a telephone of the status changes.

Severity 4 (Minor)

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, Sapience will respond to a Customer report of Severity Four issue.

Customer  will be notified by email and telephone of the status changes regularly, until resolved with a cure or 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 being able to access Vue Portal from the Internal Network
  • For any Users’ activity data not uploaded on Vue portal 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 Vue Portal

Escalation Workflow

Product Support Escalation Workflow

  • Support Analyst – Ticket Logged for resolution using Sapience Customer Center if Severity 1 or Severity 2 not resolved per Support Resolution Guidelines, escalated to next level
  • Escalation Path if ticket not resolved within SLA, contact your:
    • Customer Support Manager
    • Account / Services Manager
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