The Sitepass service levels (SSL) outline the support provided for support requests, incident management and self-help of Sitepass. Sitepass SSL accompanies the Sitepass service agreement, available at https://www.inxsoftware.com/sitepass/resources/legal/terms-of-website-use/ and the Sitepass platform service levels available at https://www.inxsoftware.com/sitepass/resources/legal/support-service-levels/.
The SSL defined remains valid until superseded by a revised version.
The purpose and goal of the SSL is to ensure that the proper elements and commitments are in place to provide consistent support of Sitepass to our clients and users.
The objectives of the SSL are to:
The SSL is valid from the effective Date outlined herein and is valid until further notice. This will be reviewed at a minimum once per fiscal year; however, in lieu of a review during any period specified, the current support policy will remain in effect.
Contents of this SSL may be amended as required, and 30 days prior communication will occur to all affected parties.
Sitepass provides different levels of support for standard and enterprise clients. The additional support provided to enterprise customers is flagged below with [ENTERPRISE].
Support requests move through the following (refer diagram below) support tiers. Details of what is included, excluded and conditions for each tier and its support service are outlined as follows:
Support service, tiers, escalations and requests
Self-help guides and online in system support are provided to all users from Sitepass. The self-help available includes:
| Knowledgebase/ FAQ | Sitepass offers a library of documentation on the use of platform functionality. The knowledgebase is updated with each new feature or change introduced through a release. https://support.mysitepass.com |
| Status page | Sitepass provides updates on scheduled maintenance, any infrastructure incidents and platform availability via a status page. Users can subscribe to the status page to receive updates regarding service availability and scheduled maintenance. https://status.mysitepass.com |
| Release notes | Sitepass provides updates on all product changes via the product release notes. Prior notification of all changes aligns with the release classifications in the platform service levels. https://release.mysitepass.com |
| Pre-recorded webinar training | Sitepass run regular live webinars on various products, and the recordings of these webinars are available for downloading and viewing. https://support.mysitepass.com |
| Integration documentation | Sitepass provides access to the full list of integration APIs that can be used to source information from Sitepass or update information into Sitepass. Limits imposed with the integrations can be viewed in the platform service levels . https://app.mysitepass.com/wms/apidoc/#sitepass-api/ |
Service Desk head office is based in Adelaide, South Australia. Additional support services are also provided from London, United Kingdom and the Philippines.
Service desk hours – Service desk is available from:
| Australia | Monday to Friday | 24 Hours |
| United Kingdom | Monday to Friday | 24 Hours |
| United States | Monday to Thursday Friday | 24 Hours 12AM – 7PM |
The client or end user may submit a query, report errors or abnormal behaviour of the service by contacting Sitepass service desk. The Sitepass service desk can be contacted through the following options:
| Support ticket | From within Sitepass the client/ user can submit a query or incident via the in-system support form. A ticket will be created for all queries and incidents raised in the Sitepass ticket system, and the sender will receive an email with a case number on submission. In system form |
| In system chat | From within the client/ user can chat directly with the service desk via the in-system chat service. The chat will be manned in line with the service desk hours In system chat |
| Support tickets can be raised directly through email support@mysitepass.com. For all emails received a ticket will be created in the ticket system. The sender will receive an email with the case number on submission. | |
| Phone support | Clients will be able to contact the service desk by phone:
Australia: 1300 898 976 |
The client will provide information to Sitepass service desk as reasonably required to provide Support, and must include the following:
Sitepass support personnel will assign a severity level to each support request and seek to provide responses (either an immediate resolution or detail of an ongoing investigation towards resolution) in accordance with the table below.
| Severity Level | Description | Target Response Times | Target Response Times [ENTERPRISE] |
|---|---|---|---|
| 1.Critical | Operation of the Service is critically affected (not responding to requests or serving content) for a large number of users; no workaround available. | 4 hours | 2 hours |
| 2.High | Service is responding and functional, but performance is degraded, and/or Incident has potentially severe impact on operation of the Service for multiple users. | 8 hours | 4 hours |
| 3.Medium | Service is affected, Users are inconvenienced but can work. | 24 hours | 8 hours |
| 4.Low | Non-critical issue; no significant impact on performance of the Service but user experience may be affected. | 2 business days | 1 business day |
Sitepass service desk will have no obligation to provide support if a support request arises from:
When a support request is unable to be resolved by the service desk and is identified to be a financial issue, the support request will be escalated to finance support. Finance support will be able to assist within regional business hours, with the following:
In order to receive financial support, the business owner or an administration user of Sitepass who has permission to access billing will be able to submit and receive financial support of their Sitepass account.
When a support request is unable to be resolved by the service desk and is identified to be a technical issue with the application, the support request will be escalated to technical support.
| Severity Level | Target Response Times | Target Response Times [ENTERPRISE] |
|---|---|---|
| 1.Critical | 24 hours | 8 hours |
| 2.High | 2 Business days | 1 Business day |
| 3.Medium | 3 Business days | 2 Business days |
| 4.Low | 5 Business days | 3 Business days |
Customers who have purchased implementation will receive includes the following configuration support:
| Dedicated customer success manager | All clients with premium support will be assigned a dedicated customer success manager to assist with configuration and implementation support:
|
| Configuration support | Configuration support is provided by the customer success manager, and could include:
|
| Integration support | Support can be provided for integration between Sitepass and a client’s system. Integration support is available between regional business hours (9AM and 5PM Monday to Friday), Includes:
|
When a support request is unable to be resolved by service desk (Tier 1) and is identified to be a sales enquiry, the support request will be escalated to a solutions consultant.
When a support request is unable to be resolved by technical support (Tier 2B) and is identified to be a hosting issue with the infrastructure, the support request will be escalated to hosting support.
| Severity Level | Target Response Times | Target Response Times [ENTERPRISE] |
|---|---|---|
| 1.Critical | 4 hours | 2 hours |
| 2.High | 8 hours | 4 hours |
| 3.Medium | 24 hours | 8 hours |
| 4.Low | 48 hours | 24 hours |
When a technical support incident is identified as an infrastructure/ hosting issue, the incident will be escalated to hosting support (3B).
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