First Line Support :
- Client user team basis the FAQ’s given by TreZix, be able to respond, diagnose and resolve the problems or issues of the supported software.
- If, after making reasonable efforts, client is unable to diagnose or resolve problems or issues for the supported software, Client may contact TreZix for “Second Line Support”.
- Client shall make reasonable efforts to provide TreZix the necessary access (e.g., access to software, repository files, log files, or database extracts) required for Second Line Support.
Second Line Support :
- A diagnosis of problems or issues of the supported software and
- Reasonable efforts to resolve reported and verifiable errors in supported software so that such supported software perform in all material respects
- TreZix may review service requests logged by Client technical contacts and may recommend specific organization and process changes to assist the client with the above recommended standard practices.
- So as to remove any doubt, Second Line Support will be provided by TreZix or its licensed partners, whether remotely or on-site.
- Platform releases in the support phase of TreZix support lifecycle will receive software updates.
- Software updates consists of:
- Program updates, fixes, security alerts and critical patch updates
- Major product and technology releases, if and when made available at TreZix’s discretion, which may include general maintenance releases, selected functionality releases and documentation updates
- Assistance with service requests 24 hours per day, 7 days a week.
Run-time Severity Level definitions
- Severity Level 1 / Production Level 1: System Down – all critical client business functions are unavailable.
- Production Level 2: Client Impacted – some critical client business functions are unavailable.
- Production Level 3: Client Impacted – Business Can Continue – some non-critical client business functions are unavailable
||Remote Restoration Time
|Severity Level 1
||5 Business days
|Severity Level 2
||5 Business days
|Severity Level 3
||10 Business days.