Expert Help provides a premium level of support and technical assistance during normal business hours. The different support packages are based on the response time to different service request severity levels. All assigned severities will be tracked within the Elina support ticketing system and resources will be assigned based on the severity of the problem as required to assure a timely response.
The different Expert Help Support Packages are as follows:
Standard
Professional
Enterprise
Standard
Professional
Enterprise
Description
Standard support is included with software subscription. It is designed to assist individuals with the initial installation and configuration of the software. Anything that cannot be configured from the web-based administration tool would be considered outside the scope of this support level.
Professional Support covers more advanced configurations. The user should allow Elina administrator/developer remote access in instances where information or changes to configuration files have to be effected.
Enterprise Support is businesses requiring rapid response and problem resolutions. The scope of Enterprise Help includes customized modifications to core software to achieve specific client objectives.
Hours of Operation
9am – 6pm IST
9am – 6pm IST
9am – 6pm IST
Support Offered
email
email,remote access
email, phone, remote access
Service Level Objectives
Severity 1
Response
1 Business Day
6 Hours
3 Hours
Resolution
2 Business Days
1 Business Day
6 Hours
Resources applied until a solution or acceptable work around is found
Severity 2
Response
2 Business Days
1 Business Day
4 Hours
Resolution
4 Business Days
2 Business Days
1Business Day
Resources applied until a solution or acceptable work around is found
Severity 3
Response
2 Business Days
1 Business Day
1Business Day
Resolution
Next patch/upgrade
Next patch/upgrade
Next patch/upgrade
Resources applied until acceptable work around is found
Severity 4
Response
2 Business Days
2 Business Days
1 Business Day
Resolution
Processed on case by case basis.
Enhance requests reviewed and implemented in a major release if feasible
Service Request - Severity Level Descriptions
Severity 1*
Elina product is completely non-functional or deemed a safety hazard. Urgent requests must be submitted by telephone to assure rapid response.
Severity 2
Elina product is functionally impaired, has substantially degraded but not completely dysfunctional. There are no available work arounds. Situation has medium impact on customer activity.
Severity 3
Elina product/advertised functionality is slightly impaired but operational, has low impact on customer activity.
Severity 4
Generic requests or enhancement requests
*Severity 1 resource agreement
Elina response to a Severity 1 request:
A dedicated resource will be assigned to provide a workaround and / or resolve the case as soon as possible
Customer responsibility:
If needed, the service requester agrees to provide remote access to minimize troubleshooting effort and reduce total time to diagnose. If remote access is not provided, the customer agrees to dedicate local operations / administration personnel to assist the diagnosis until a resolution or work around is available.
