SLA Expectations

Technical Support Tiers

Regardless of the channel used to report an issue to Beast Code, user, the POC will receive email updates on the progress of the ticket based on the SLA.

Beast Code will also provide an escalation path if the SLA is not followed, or the issue resolution is not satisfactory.

The Beast Code SLA support team will be available during regular business hours (Mon to Fri 8AM – 4PM Central) except Federal Holidays.

Application Owners

Beast Code will interface directly to the Customer administrator Point of Contact (POC) for all matters related to the Beast Code Application Support.

All activities and requests must follow the Beast Code change control process and be approved by the Customer admin.

Beast Code will NOT interface with Customer users without Customer admin approval.

Support Contact Methods

• Beast Code Help Center

• Email: support@beast-code.com

• Phone: 850-702-3600 Ext#5

Severity Levels

Beast Code Level 1 and 2 technical support operates standard “SLA Initial Response Time” hours from 8:00AM to 4:00PM Central Time, excluding Saturdays, Sundays, Federal Holidays, and Beast Code Holidays.

Customer may submit a ticket and access the help desk online / knowledge base twenty-four hours a day. 

NOTE: Access to Technical Support is limited to designated administrator(s) for Customer. 

Technical Support requests received by the Beast Code help desk will be given a Severity Category from 1 to 4 based on how important responding to the request is to the primary business of the Customer as a whole, as well as the availability of resources. Severity categories are as follows:

• Severity #1 – a problem has made a critical application function unusable or unavailable and no workaround exists.
  
  

• Severity #2 – a problem has made a critical application function unusable or unavailable, but a workaround exists; or a problem has made an important application function unusable or unavailable and no workaround exists.
  
  

• Severity #3 – a problem has diminished critical or important application functionality or performance, but the functionality still performs as designed.
  
  

• Severity #4 – a problem has diminished supportive application functionality or performance.

Severity codes are used to determine appropriate response and resolution times.  Response and resolution times are measured from when the incident is opened by the help desk.  If the problem is not resolved within the defined timeframe, continuous effort will be applied until the problem is resolved.

Response Time Definitions

• Initial Response: is when an open ticket is replied to by Beast Code. Circumstances may make it necessary for the Customer to notify Beast Code about a problem by email or phone, but for the purposes of establishing the correct response time, the clock starts request when a ticket is opened by the Customer, or by Beast Code on behalf of the Customer.

• Subsequent Response: is the frequency with which the Customer is updated on the resolution status.

• Resolution: is the point at which the request is resolved.

The table below represents standard response times. Beast Code will work with the Customer to determine actual severity.

Enhancements

Enhancements are site features that are either missing or not operating as desired (though operating as they were designed).  This includes the following types of activities:

• Application Changes: Modifications to any application hosted on the site. This includes adding features, capabilities, etc.

• Application Features: This entails adding features or capabilities to the application.

• Database Modifications: – Changes to the data or database.

Enhancements will be defined, estimated, prioritized, and managed by Beast Code. Enhancements that require additional resources to complete due to Customer deadlines, schedule requirements, complexity, or scope will be executed through a formal statement of work at Beast Code.

Beast Code will work with the Customer to define the requirements, acceptance criteria. 

Beast Code will periodically enhance the Beast Code Application system at its own cost and extend new capabilities to our customers. There is no additional cost for access to these new capabilities, and Beast Code will define the release schedule for the internal enhancement efforts.

Customer Response Expectations

At times, Beast Code will need feedback or decisions from the Customer to complete tasks.

To assure effective use of resources is provided, Customer administrators are expected to respond to normal requests via email or phone within 2 business days.

Delays in or lack of response will impact deadlines and delivery schedules.