Support Plans

Metapack has three Support Plan available to customers. The features of each are set out below.

Note

Customer's will receive the support plan specified on the Order Form.

Table 1. Customer Success Plans

Basic Plan

Premium Plan

Enterprise Plan

Hours of Operation

Mon-Fri (Local) 9am to 5pm

24/7

24/7

Case Severity and Response Time

Guidance ≤ 24 hr

Guidance ≤ 24 hr

Guidance ≤ 24 hr

Impaired ≤ 1hr

Impaired ≤ 1hr

Impaired ≤ 1hr

Down ≤ 15 mins

Down ≤ 15 mins

Down ≤ 15 mins

Communication Methods

Customer Support Portal only

Customer Support Portal or Phone

Customer Support Portal or Phone

Priority Handling

NA

Included

Included

Annual Solution Audit

NA

NA

Included

Solution Architect

NA

Available - T&M

5 days per annum

Professional Services

NA

Available

5 days per annum


Note

“Solution Architect” and “Professional Services” offer a pool of days during each rolling 12-month period and are subject to resource availability and planning. These do not roll over to the next year.

Definitions

Metapack Support has three different incident severity types, which have differing response times:

  • “Guidance” means any inquiry regarding system functionality or a minor production issue that results in inconvenience. Response times are limited to Local Business Hours only for all plans. Updates will be provided as required.

  • “Impaired” means that an important function of the Metapack platform is unavailable or significantly degraded. Metapack will use reasonable endeavours to resolve “Systems Impaired” incident within less than eight hours, however, should Metapack fail to achieve the timescales set out above Metapack shall have no liability.

  • “Down” means one or more systems are unusable or unavailable and is causing major business impact. Metapack will use reasonable endeavours to resolve “Systems Down” incident within less than four hours and to provide updates every 30 minutes, however, should Metapack fail to achieve the timescales set out above Metapack shall have no liability.

“Hours of Operations” describes the hours that Metapack Support will actively work to resolve Impaired and Down incidents. All other support will be provided during “Local Business Hours”, which are 9am to 5pm, Monday to Friday, in the UK (GMT), EU (CET), and USA (PST). Out of hours support is any period outside normal office support hours. Public holidays in each location shall constitute out of hours periods in that location.

“Communication Methods” describes the method by which the Metapack Support service will be provided. The Customer Support Portal is our web-based support and implementation portal where all cases are initiated and managed. If your plan includes phone support, the phone number with which to contact support will be provided to you.

“Priority Handling” means that your tickets will be prioritised above all other tickets of the same type.

“Annual Solution Audit” is a remote review carried out by a Solution Architect of the following aspects of your Metapack Implementation:

  • Current issues and challenges.

  • How you are currently integrated, including any current issues and errors found in the logs/data.

  • Your current configuration compared to Metapack’s current recommended implementation strategy.

  • Your strategy and roadmap, and its alignment to Metapack’s solution footprint and roadmap.

The review is delivered as a presentation of findings where Metapack will make recommendations, which could include:

  • Configuration changes that may resolve current issues and/or improve the efficiency/performance of your Metapack application.

  • Configuration changes that would align you with Metapack’s current recommended implementation strategy.

  • Recommended changes to the integration layer.

  • An overview of how Metapack’s current solutions footprint and roadmap may be aligned to your own strategy and roadmap.