Service Level Agreement (SLA)

Modified on Mon, 30 Jan 2023 at 09:56 AM

TABLE OF CONTENTS

Business Hours (Eastern Time) and Closed Holidays
Service Level Agreement (SLA) Policy
Frequently Asked Questions (FAQ)
Modes of Support

A paid subscription to the platform means you also gain access to Technical Support, the knowledge base, and forum. You may contact our support center during regular business hours on our support site, email, or chat.

The purpose of Technical Support is to resolve defects that cause a nonconformity in the Subscription Service. A resolution to a defect may consist of a fix, workaround, or other relief, as eForms Mobile deems reasonable. Technical Support does not include performing the following services:

implementation services;
form/workflow/integration/analytics design services;
configuration services;
integration services;
customization services or other custom software development;
training;
professional services; or
assistance with administrative functions.

Technical Support is not required to provide resolutions for immaterial defects due to modifications of the Subscription Service made by any person other than eForms Mobile or a person acting at eForms Mobile's direction, or defects on any instance of the Subscription Service not in conformance with upgrades or updates.

Client may get a free login to eForms Mobile's support portal, located at https://support.eformsmobile.com/.

Business Hours (Eastern Time Zone) and Closed Holidays

BUSINESS HOURS			HOLIDAYS
Day of the Week	From	To	Date	Holiday
Monday	8:30 AM	5:00 PM	January 1	New Year’s Day
Tuesday	8:30 AM	5:00 PM	May 28	Memorial Day
Wednesday	8:30 AM	5:00 PM	July 4	Independence Day
Thursday	8:30 AM	5:00 PM	September 3	Labor Day
Friday	8:30 AM	5:00 PM	November 22	Thanksgiving Day
Saturday	Closed		November 23	Black Friday
Sunday	Closed		December 24	Christmas Eve
			December 25	Christmas Day
			December 31	New Year’s Eve

Service Level Agreement (SLA) Policy

Generally our support team will respond to tickets as follows

Priority (1)	Respond within	Resolve within	Operational Hours	Escalations (2)?
Urgent	1-2 Hour	4 Hours	Business Hours	Yes
High	4 Hours	12 Hours	Business Hours	Yes
Medium	8 Hours	1 Business Day	Business Hours	Yes
Low	1 Business Day	3 Days	Business Hours	Yes

A client's obligation with respect to Technical Support are as follows:

Client will receive from eForms Mobile communications via email, phone, or through the Support Portal regarding the Subscription Service.
Client may appoint no more than 10 contacts to engage Technical Support for questions and technical issues.
Client will train all authorized contacts on the use (design, workflow, connectors, etc.) and administration of the Subscription Service.
Client will set the priority when opening a ticket using the support site. Tickets created via email arrive in our support center with a Low priority. Form design, workflow design or integration design problems are not generally considered High or Urgent priority. You may be referred to Professional Services group for high or urgent priority form design modifications. In some cases, complicated design assistance will be denied through Technical Support channel and referred either to our professional services organization, where you can pay for design help, or to the forum.

The table below includes our support policy for setting ticket Priority:

Priority Level	Clients Affected	Description
Urgent	ALL or MANY	Critical business impact where ALL or MANY cloud client’s business has significant loss or degradation of services and needs immediate attention. Initial response is within 1-2 hours with continuous effort all day, every day.
High	SINGLE CLIENT	Critical business impact where a SINGLE client’s business has significant loss or degradation of services and needs immediate attention.
Medium	ONE or MULTIPLE	Moderate business impact where a SINGLE or MULTIPLE client’s business has moderate loss or degradation of services but work can reasonably continue in an impaired manner.
Low	ONE or MULTIPLE	Minimal business impact where a SINGLE or MULTIPLE client’s business has minimal loss or degradation of services and work continues. These are answered in priority of receipt and typically answers are provided as outlined in our SLA.

We may also re-classify your ticket priority based on how we understand your ticket. Tickets that may be affecting ALL or MANY clients may be immediately upgraded to Urgent.
Most tickets are reviewed by a Level 1 support specialist who is capable of solving approximately 90% of all tickets. Tickets are escalated to Level 2 personnel, whose classification and experience can solve 95% of tickets. Level 3 personnel are assigned to software developers.

*PARTNER CLIENTS, ENTERPRISE CLIENTS AND PRIVATE LABEL CLIENTS ARE EXPECTED TO PROVIDE LEVEL 1 SUPPORT AND COMMUNICATE WITH OUR SUPPORT STAFF FROM A SINGLE POINT OF CONTACT (SPOC) FROM THEIR ORGANIZATION.

Frequently Asked Questions (FAQ)

Q: What is covered and what is not covered?
A: Any platform question can be asked of our support center. Problems of a general nature affecting multiple clients that require a fix and/or patch is the responsibility for eForms Mobile. Problems of a specific nature related to a design you are implementing will generally be the client's responsibility.

Q: How can I get training?
A: If you are new to the platform and you have not received any training, please contact our sales department to see how you can qualify for free training. If you have already received a beginner training class, please check out our online store to buy additional training on https://www.eformsmobile.com/.

Q: I’m learning to design my system. How does support work for me?
A: If you are designing your system for the first time, feel free to ask any question. Often you will be referred to this knowledge base for tips on how to design what you want. For very involved systems design for complicated forms or involving integration or involved workflows, you may be referred to our professional services group for help. While we want to be as helpful as possible, technical support is available to get you “unstuck” during design and not to teach you how to design. The forum is a great place to ask a question from our client base.

Q: What if my design has been up and running and it stops working?
A: If your system stops working or stops working properly, we will do what we can to help you. If you are in the middle of a design change to your system, we suggest you set up a test environment so that your users are unaffected by the changes until it is thoroughly tested and ready to deploy. In any case, our support personnel will help you to identify the problem and recommend a suitable resolution. Whether or not you will be charged depends on the source of the issue (if you changed something on your design or asked support to change something on your design that broke it). You will not be charged for system wide glitches.

Q: What will I be charged for if I reach out to support:
A: If you're in the implementation phase or testing your forms and need changes made but support, those will be charged to the client. If your forms are working and there are changes (made by the client or requested that support make changes) that cause it to break, troubleshooting will be charged to the client. If your forms were designed by the client and something isn't working, troubleshooting will be charged to the client. If support is designing your forms at your request (the way you request it to be built) and you decide that you want it built another way or the original way you requested doesn't work the way you intended, you will be charged for the time spent by support. The only design/troubleshooting tickets that are not billable to the client are when support finds a glitch in the system or support makes a change that breaks a form and now needs to fix it. There are some extenuating circumstances.

Q: What is the difference between an Urgent, High, Medium, and Low priority ticket?
A: Generally, urgent tickets are reserved for a system that is causing a problem for your business operation. If this is related to a change in form design, we may downgrade that to a high priority ticket or refer you to our professional services organization. High priority tickets have a significant impact on your business but your business can operate. Medium priority is often a downgrade from High where your system has improved, and is not yet fully functional, or upgrade from Low if our response is slowing.

Q: What if I need more hands-on help in designing my system?
A: In this case, you will love our Professional Services team. They have experience in designing thousands of systems for clients and can apply their best practices and creative thinking inside the business problem you are trying to solve. Email us at engage@eformsmobile.com to learn more.

Q: What if I find something wrong with the platform? Who pays to fix it?
A: As long as there is software, there will be bugs. Our developers try to minimize any impact of software defects by thorough testing and in separate environments as the live system. We encourage you to do the same with your form, workflow and integration designs using the platform. Occasionally a problem is discovered by a client, either independently or working with technical support, and where a change in the base software is required to get up and running, repairing these defects are the financial responsibility of eForms Mobile. Sometimes these changes are a feature enhancement. To the extent these enhancements are on the product roadmap, we may pay for that. It is sometimes possible for a client to partially fund a feature enhancement. We will make you aware of that possibility before any charges are incurred by you.

If you are new to our platform, we will help you as much as possible to learn how to design. There are occasions where we may refer you to our professional services organization for a retainer or other quote. Generally speaking, our technical support team is available to get you unstuck but not to design forms for you or to train you fully on how to use the platform.

Q: What is the Recovery Time Objective (RTO) and Recovery Point Objective (RPO) of the system?
A: The RTO is 4 hours, with RPO being 1 hour.

Q: How can I learn more about your security infrastructure?
A: You can visit this page on our main web site to read more about the steps we take to make our system secure.

Modes of Support

Support Site

As a subscriber, the quickest way to get answers to your questions is most likely to visit our support site and search for an article in the knowledge base. The support site is available at the following link:

https://support.eformsmobile.com/

Our support system allows you to create your own private login where you can track all communication with our support team.

Email Support

Email support is available at any time. You may be working on a project with our professional services team. During your project, you may find that emailing your lead consultant may result in a timelier response. However, as your project nears completion, it is a good idea to copy support@eformsmobile.com.

Chat Support

Chat is available on all company branded sites, including:

Web Site – https://www.eformsmobile.com/

Support Site – https://support.eformsmobile.com/