ENVERITUS™ CUSTOMER SUPPORT
Envisage agrees to provide Enveritus™ clients with telephone and e-mail support. E-mail is monitored during business hours and the emergency phone line is monitored 7/24. Envisage shall respond (acknowledge and assign Service Change Request) to any telephone or e-mail inquiries made by the client during normal business hours (9:00 a.m. to 4:00 p.m., Monday through Friday, excluding stock market holidays) within ninety (90) minutes. Envisage shall respond (acknowledge and assign SCR) to inquiries made at other times within four (4) hours of the support request being sent via e-mail to the address provided below and reported via telephone to the after hours support number provided below. For proper tracking and to assure the most rapid and consistent response, Client shall follow up all phone support requests by an e-mail support request.
Email support requests should be addressed to EnveritusSupport@EnvisageSystems.com
After hours support phone calls should be directed to (315) 497-9202 x40
Problem reports should include the following:
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- Date and Time
- Brief summary of the symptoms
- Steps to reproduce the symptoms
- Account ID’s and passwords needed to reproduce the symptoms
- Contact information for follow-up questions and notification of the Helpdesk
findings
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Software support as described above is limited to dealing with inquiries relating to the software’s features or functions or problems that arise as the result of a nonconformance with the software warranty. Any other inquiries or problems will be addressed on a time and materials basis.
After-hours time and materials support is billed at 1.5 times the normal rate with a 2 hour minimum billing.
All support requests coming in will be queued up and assigned to support resources based on the nature of the issue in relation to all of the other issues in the support queue. Envisage uses the following general guidelines when assessing severity and priority of issues.
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Critical
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1. Is the issue causing all features for all plans to be unavailable?
2. Is the issue causing invalid data to appear for all plans?
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Severe
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1. Is
the issue causing all features for some plans to be unavailable?
2. Is the issue causing invalid data to appear for all participants in a plan?
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Important
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1. Is the issue causing all features for a group of participants in a single plan to be unavailable?
2. Is the issue causing invalid data to appear for a group of participants in one plan?
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Problem
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1. Suggested changes
2. Screen typos
3. Graphics, colors, text formatting
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