Enterprise SLA Policy
This page was last updated on 1st Feb 2024
Introduction
HashMove Enterprise SLA Policy ensures the provision of technical and operational expertise tailored to the evolving needs of your HashMove applications. Our team of experts is dedicated to ensuring the seamless operation of your strategic applications, allowing you to concentrate on your core business activities.
Definition
SLA Coverage:
HashMove's coverage extends around the clock, ensuring support availability 24 hours a day, 7 days a week, and 365 days a year.
Requestor:
A Requestor, typically a client's representative, is responsible for reporting incidents, service requests, or change requests to HashMove support.
Incident:
Incidents refer to unforeseen disruptions or a decrease in service quality reported by the client, labelled as incidents, issues, or problems.
Service Request:
Service requests involve users seeking information, advice, or formal requests for specific services, such as password resets or data modifications pre-approved by the client. These are handled by HashMove support helpdesk without the need for a formal Request for Change (RFC).
Change Request:
Change requests encompass the addition, modification, or removal of authorized, planned, or supported services or components that could impact services. These changes, approved by the change authority, aim to add value while minimizing risks.
Requests can be initiated in two phases: (a) through a formal change request or Request for Change (RFC) and (b) via a change proposal.
Support Ticket:
Support tickets, commonly known as "tickets," are formal records created by the requestor to seek assistance or report issues to the HashMove support team.
Response & Resolution Time:
Response time refers to the duration between a customer submitting a support incident, service request, or change request, and the support representative providing an initial response or acknowledgment.
Resolution time indicates the total time taken by the support representative to resolve a specific incident or service request, either through a workaround or a permanent solution.
SRC:
The Software release cycle denotes the duration from the initial development to the eventual release of a software fix or solution within HashMove applications. This duration is contingent upon the ongoing tasks and varies in maturity levels.
The time matrix outlined in "HashMove Support Policies: Service Level Agreements" does not encompass the duration taken by customers to respond to queries from HashMove. This includes instances when an incident, service request, or change request is pending customer action or awaiting customer status updates.
Additionally, the time for providing Root Cause Analysis (RCA) is not accounted for in "HashMove Service Level Agreements." When a support incident is reported to HashMove, it will be closed with an RCA (if available) at the time of providing a workaround, solution, or marking the incident as resolved. However, in cases where a code or configuration fix is necessary, or when further analysis is required for the RCA, an RCA ID or Jira ID (for code or configuration fixes) will be provided within the ticket to monitor progress.
Priority Level and Case Severity Definitions
Urgent: This priority level applies when there is complete unavailability of production/live environment systems. It includes scenarios where all locations are unable to perform their daily tasks. If more than 10% of booking are impacted, the issue falls under this category.
High: The high cases are classified as high priority when there is complete unavailability of one or more functionality/modules of the application.
It covers situations where all users of any one location are affected and unable to perform their daily tasks. If more than 10 users are impacted and unable to perform their daily tasks, or if less than 10% of booking are impacted, the issue falls under this category.
Medium: This priority level encompasses situations where up to 15 users are unable to perform their daily tasks or if less than 10% of booking are impacted, the issue falls under this category.
Low: Low priority cases include usage questions, service requests, or administrative queries such as data requests or user authentication/creation. It applies when a single user is impacted, or less than 1% of booking are impacted.
As a default procedure, all incidents, service requests, or change requests reported to HashMove are categorized as 'Low Priority'. The requestor has the option to update the priority level via the online support portal or through other specified mediums, following the definitions provided earlier. Information on accessing the support portal and guidelines for logging incidents, service requests, or change requests using various support channels are outlined below (refer to the section 'How to Submit Support Incident, Service Request, or Change Request to HashMove').
Escalation Matrix
The time matrix outlined in "HashMove Support Policies: Service Level Agreements" does not encompass the duration taken by customers to respond to queries from HashMove. This includes instances when an incident, service request, or change request is pending customer action or awaiting customer status updates.
Additionally, the time for providing Root Cause Analysis (RCA) is not accounted for in "HashMove Service Level Agreements." When a support incident is reported to HashMove, it will be closed with an RCA (if available) at the time of providing a workaround, solution, or marking the incident as resolved. However, in cases where a code or configuration fix is necessary, or when further analysis is required for the RCA, an RCA ID or Jira ID (for code or configuration fixes) will be provided within the ticket to monitor progress.
Priority Level and Case Severity Definitions
Urgent: This priority level applies when there is complete unavailability of production/live environment systems. It includes scenarios where all locations are unable to perform their daily tasks. If more than 10% of booking are impacted, the issue falls under this category.
High: The high cases are classified as high priority when there is complete unavailability of one or more functionality/modules of the application.
It covers situations where all users of any one location are affected and unable to perform their daily tasks. If more than 10 users are impacted and unable to perform their daily tasks, or if less than 10% of booking are impacted, the issue falls under this category.
Medium: This priority level encompasses situations where up to 15 users are unable to perform their daily tasks or if less than 10% of booking are impacted, the issue falls under this category.
Low: Low priority cases include usage questions, service requests, or administrative queries such as data requests or user authentication/creation. It applies when a single user is impacted, or less than 1% of booking are impacted.
As a default procedure, all incidents, service requests, or change requests reported to HashMove are categorized as 'Low Priority'. The requestor has the option to update the priority level via the online support portal or through other specified mediums, following the definitions provided earlier. Information on accessing the support portal and guidelines for logging incidents, service requests, or change requests using various support channels are outlined below (refer to the section 'How to Submit Support Incident, Service Request, or Change Request to HashMove').
Escalation Matrix
Service Credits Claims – Resolution SLA Violation (Support Ticket)
- Service credits claims are applicable only if the overall resolution SLA% in a month falls below 90%.
- Customers must not be in arrears in payment of any of HashMove’s invoices and must comply with the policies for acceptable use of the service outlined in the agreement in order to file a claim.
- To be eligible to file a claim, customers must submit a request to HashMove Support within 24 hours after any incident to investigate the duration and cause of the incident.
- Customers must provide reasonable details regarding the claim, including a detailed description of the incident or service request, the number of users affected, and any attempts made to contact HashMove Support to resolve the incident or service request.
- The claim of the previous month must be submitted to HashMove Support within 5 business days of the new month. HashMove will use all information reasonably available to validate whether the SLA and service levels apply to the claim or not.
- If HashMove validates the claim, the service credit will be applied to the customer’s next invoice up to the amount attributable to one-month subscription fee.
- A service credit is the customer’s sole and exclusive remedy for any violation of this SLA.
Downtime – SLA Violation
"Downtime" refers to a duration during which customers are unable to access or utilize the HashMove Platform, falling under the "Urgent Priority Level" category. The monthly uptime percentage is determined for a specific calendar month utilizing the subsequent formula:
Monthly Uptime Percentage
(Total number of minutes in a given calendar month - Total number of minutes of Downtime in the given calendar month) / Total number of minutes in the given calendar month
Exclusions
- Periods when the service is unavailable due to scheduled downtime.
- Performance or availability issues related to add-on features for the service, such as applications designed to utilize HashMove Services API.
- Issues resulting from customer's or third-party hardware, software, or services.
- Issues arising from actions or inactions by the customer, customer’s employees, agents, contractors, vendors, or anyone accessing HashMove’s network using customer’s passwords or equipment.
- Issues caused by the customer's continued use of the service after HashMove recommended modifying its usage, without adhering to the advice.
- Downtime resulting from customer's use of beta, trial offers, early access programs, and/or demos, as determined by HashMove.
Downtown Violation- Credits
HashMove Service Level Agreement ("SLA")
Our commitment to service excellence is outlined in this Service Level Agreement (SLA), which governs the terms and conditions of our support provision for the duration of your service subscription with HashMove. Should you choose to renew your subscription, the current version of this SLA will apply throughout the renewal term.
Support Services | Terms and Conditions
We're dedicated to providing top-notch support services to eligible entities ("Customers") for their on-premises software needs. This comprehensive support service ensures that your business receives the assistance it requires.
For further details on eligibility and the applicability of our support services, don't hesitate to reach out to HashMove Customer Care (HashMove Support).
Change Request
Please note that any new changes or enhancements logged as support incidents, service requests, or change requests will not fall under the scope of the "HashMove Support Policies: Service Level Agreements" detailed above.
Service Request
Instances of support incidents or service requests that do not pertain to the production environment or are reported for data requests not available on the production environment will not be covered by the "HashMove Enterprise Support Program".
Accessibility
Should the need arise, both the customer and HashMove have the option to request support services via remote access. By doing so, the customer agrees to grant HashMove access to any or all customer systems remotely, ensuring swift and efficient resolution of any issues pertaining to HashMove Products.
Processing of Incident or Service Request
When initiating a request for support services, it's essential for the customer to clearly identify any product failures they're experiencing.
Upon receiving an incident or service request, HashMove will collaborate with the requestor to define the severity of the incident or service request, adhering to our 'Priority Level and Case Severity Definitions' or as agreed upon. And endeavours to acknowledge receipt of the incident or service request promptly within the stipulated timeframe ("Response Time"), utilizing the designated communication channel. Let us know if you have any further questions or need clarification on any aspect of our support services. We're here to assist you every step of the way.
Upon receipt of an incident or service request, HashMove Support will collaborate with the client to identify and resolve the issue. HashMove Support considers an incident, service request, or change request resolved under the following conditions:
- The problem is fixed, confirmed by HashMove via email.
- If the issue stems from third-party software, HashMove Support will continue to reasonably assist the client or third party in resolving the issue.
- The client does not respond to three consecutive follow-ups via email or phone.
- The client confirms via email or call that no further support is required or confirms the closure of the incident, service request, or change request.
- The change request is analysed by HashMove Support, and the customer is redirected to the team responsible for the change or requested to contact them directly.
- The resolution SLA is based on the individual incident or service request resolution time. Each incident or service request raised by the client should have its own ticket and must not be updated with any other/similar incident or service request if the ticket has already been permanently closed. Please refer to the guidelines below regarding the reopening and permanent closure of an incident or service request.
Submitting an Incident, Service Request, or Change Request via Email: Email serves as one of the simplest methods for customers to contact us. Customers can utilize our support email address (support@hashmove.com), seamlessly integrated with our helpdesk software. When a query is emailed to our support address, it is promptly logged and categorized as an incident, service request, or change request in our helpdesk software. Once logged, an email containing the URL for checking the description, status, comments, etc., is sent to the customer. Moreover, notifications are dispatched to the customer’s email address whenever the incident, service request, or change request is updated by the support agent.
Submitting an Incident, Service Request, or Change Request via Portal: Customer to the HashMove Support Portal (https://support.hashmove.com) can submit incidents, service requests, or change requests by default. To raise a support incident, service request, or change request, the user must activate their account, log in to the portal, and click on the "New Support Ticket" button. A form will appear where customers can input their email address, subject, and description of the incident, service request, or change request. Customers also have the option to attach files to their request. Upon submission, their incident, service request, or change request will be created in our helpdesk software. The requester will be redirected to a page where they can check the status of their request, add replies and notes, etc. An email notification containing the URL for the request will also be sent to the requester. When an agent responds to the request, the same will be updated accordingly, and the requester can log in to view the details. Once the agent resolves the request, the customer can mark the ticket as closed. An auto-generated email is then sent to the requester. If the requester is unsatisfied with the resolution, they can reopen the request within 48 hours of it being marked as resolved by simply replying to the incident, service request, or change request under the portal. Alternatively, customers can create a new request by sending a new email (not on the previous email trail) to our support email address, referencing the ID of the old request.
HashMove is committed to providing live technical support services during the agreed-upon support hours. Our support is available exclusively in the English language. You can reach HashMove support through any of the channels listed below:
HashMove Support Email - support@hashMove.com
HashMove Support Portal - https://support.hashMove.com
Customers can contact us using the above telephone numbers for advice. However, please note that depending on technical engineer availability, we may need to take a message and arrange a callback. Any changes to our support services will be communicated to the client in writing, with a notice period of no less than 5 days in advance.
For any queries or issues encountered while raising an incident, service request, or change request, please don't hesitate to contact us at support@HashMove.com. We are more than happy to assist you.
Response Time Modification
HashMove reserves the right to periodically adjust the targeted response time to enhance the customer support experience. Any significant changes to the response time will be communicated to the customer through written notice at least 60 days in advance. Such changes must be mutually agreed upon by both parties.
