Tx3 Services

Support Plan



Tx3 Services Support Plan

 

How do I open a Support Case?

Support and Maintenance Description

Tx3 staffs and maintains a 24 x 7 Service Operations Center (SOC) which is the single point of contact for all issues related to the support for VERA. Tx3 will provide ongoing support for the Client for the duration of the agreement. The Client may contact Tx3 via support portal available 24 hours a day, 7 days a week. The priority of the request will determine the response and follow-up time based on Service Level Agreements. The SOC will either provide support to the Client directly or coordinate delivery of Tx3 support.

 

Service Level Agreements

Priority 

Response Time 

Support Team Follow Up  

Low  

2 Business Days 

Follow-up on progress of Support Request once a week via email or phone. Leaving a voicemail is appropriate if the contact person is not available. 

Medium  

Next Business Day 

Where possible, follow-up daily or at least every other day to convey status changes (if any), data requests, or progress reports. Email or phone is appropriate. 

High  

Within 2 to 4 Hours 

Follow-up daily until case is resolved. High impact case communication is primarily by phone. 

Business Critical  

Within 1 Hour 

Continuous contact is required (bridge line / web meeting). This impact indicates that we will stay in constant contact with one or more Support Engineers actively monitoring the progress of this case. Support Management will be involved in ensuring that enough resources are dedicated to the situation, and that there are enough to cover the other customers. 

 

General Support Features

  1. Fault reporting, escalation, prioritization and response, including feedback processes will be managed by Tx3 for all inquiries related to VERA.

  2. VERA related fixes and maintenance releases.
    1. A specific application patch may be required to support defect issues.

  3. Tx3 lists sanctioned application versions and patches that are supported by Tx3 on the support portal.
    1. It is the clients' responsibility to inform Tx3 of their intent to upgrade applications or apply public patches by submitting a Support Request through the support email address (support@tx3services.com)
      1. For VERA On-Prem deployments: Tx3 will verify compatibility with application versions and public patches prior to installation into Client/System Owner development environment.
      2. For VERA SaaS deployments: Tx3 will only upgrade application and patches to sanctioned versions.
    2. VERA Version upgrades are offered by Tx3 on a periodic basis.
      1. For VERA On-Prem deployments: Additional services to support VERA version upgrades will be required as per Enhanced Support Plan. See Addendum: Support Portfolio.
      2. For VERA SaaS deployments: VERA version upgrades are available as per Enhanced Support Plan. Client agrees to coordinate and work with Tx3 personnel to schedule and implement the upgrade within a predetermined agreed upon upgrade window.
    3. Application upgrades/patches are optional and not required unless the version the Client has currently installed is no longer supported by Tx3, or end-of-life, whereupon the Client's instances will be upgraded to a supported version.
      1. For VERA On-Prem deployments: Additional services to support application upgrades/patches will be required.
      2. For VERA SaaS deployments: Infrastructure application upgrades are included in the subscription. Client agrees to coordinate and work with Tx3 personnel to schedule and implement the upgrade within a predetermined agreed upon upgrade window.

Enhanced Support Features

Enhance Support are additional services purchased with Tx3 VERA software that are not included in standard support. An active Tx3 VERA subscription is required for the performance of services under this plan. Required for all SaaS Clients.

  1. Type 1 Configuration Changes, as per Definitions

  2. Type 2 Configuration Changes if Level of Effort is less than 1 week, as per Definitions

  3. Application Management: Software Updates

  4. Ad-hoc training

  5. Project Upgrades / Conversions / Migrations if Level of Effort is less than 1 week

  6. Patch Support

  7. Usage Advice/Direction on project organization

  8. Assistance with standard Report generation from supported software

  9. Submitting/Tracking software bugs and associated fixes from responsible vendors (within limits of other pertinent contracts, between vendors & client)

  10. Administration Services (creating projects, adding users, updating roles etc.) (SaaS Clients Only)

  11. Underlying hardware/infrastructure issues (SaaS Clients Only)

Changes to SLA 

Subject to the agreement, Tx3 Services reserves the right, at its discretion, to change this SLA at any time based on prevailing market practices and the evolution of the Tx3 Services software and solution products.