Support Plans

There are three Metapack Support plans.

Note

Your Support plan is specified in your customer order form.

	Basic Plan	Premium Plan	Enterprise Plan
Hours of Operation	Monday-Friday (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, Email, or Phone
Priority Handling	NA	Included	Included
Annual Solution Audit	NA	NA	Included
Solution Architect	NA	Available (Pricing: time and materials)	5 days per year
Professional Services	NA	Available	5 days per year

Note

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

Definitions

Incident severity types

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

Severity type

Description

Response time

SLA

Guidance

Any inquiry regarding system functionality or a minor production issue that results in inconvenience.

Limited to local business hours only for all Support plans.

Updates will be provided by Metapack as required.

Impaired

An important function of the Metapack Platform is unavailable or significantly degraded.

Metapack will use reasonable endeavours to resolve the System Impaired incident within less than eight hours.

If Metapack fails to achieve the timescales set out above. Metapack will have no liability.

Down

One or more systems are unusable or unavailable, causing major business impact.

Metapack will use reasonable endeavours to resolve the System Down incident within less than four hours.

Updates will be provided by Metapack every 30 minutes.

If Metapack fails to achieve the timescales set out above. Metapack will have no liability.

Terminology

Term	Description
Hours of operations	The hours that Metapack Support will actively work to resolve System Impaired and System 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	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 that must be used to contact support will be provided to you.
Priority handling	Your tickets will be prioritised above all other tickets of the same type.
Annual solution audit	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 might 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.