The Customer Service Level agreement is defined in the SLA signed between the client and Datagration. Below outlines an overall summary.
Datagration believes that customer success is critical in using PetroVisor. As such, Datagration will provide timely responses to any problems with the Datagration suite of software. Datagration's engineers span from Europe to the US and will support clients during normal working hours at the support location.
Service Management
Effective support of in-scope services is a result of maintaining consistent service levels. The following sections provide relevant details on service availability, monitoring of in-scope services and related components.
Service Availability
Customer support to be determined by location and dedicated to either Europe or U.S. Support.
Support is available from 8am – 6pm at the service support location.
For specific support terms, such as submitting a ticket or case logging: Support Terms (datagration.com)
Remote assistance will be provided in-line with the above timescales dependent on the priority of the support request.
Tickets
Once a client submits an issue, the support team will log the ticket for tracking and KPIs. Levels of Severity are defined on the Support Terms (datagration.com)
Managed Hosted Service Environment
Software Upgrades
Substantial new additions will be sent to clients via Knowledge Base. Updates are normally pushed to the client at 1 week intervals. When updates are pushed to the client, they can learn the new feature’s definitions and How To's via the Datagration Knowledge Base.
Reliability Notifications
Datagration outage or issue notification is via an RSS subscription available at https://status.datagration.com Datagration recommends that the client account manager subscribe as well as any person who uses the system frequently.
Uptime as referenced is client SLA
Availability Warranty and Credit
As referenced in your contract.
Infrastructure Support
The infrastructure is under 24/7 surveillance. If the infrastructure experiences an interruption, the Datagration DevOps team will be notified and immediately start working to fix the problem.