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