Adaptiva Support Policy

Requesting Support

Support requests may be initiated in any of the following 3 ways:

1. Enter a support ticket via the Web portal – http://support.adaptiva.com both full-site and mobile versions are supported.
2. Send email to ticket@adaptiva.com
   There may be delays in receipt if the user is not registered in the Adaptiva Support Portal
3. Call the Adaptiva Customer Support Help Desk at +1 (866)-916-8501 - available 24x7x365 including holidays.

IMPORTANT: For Urgent priority issues outside of our standard business hours, please call the Adaptiva Customer Support Help Desk at +1(866)-916-8501 where your call will be passed to a designated engineer.

Incident Service Levels & Prioritization

The following table details the priority & definition assigned to any incident reported. This includes the target response and periodic update times which are provided on a best endeavour basis.  Support for Urgent issues, as defined in the table shown below, is available 24x7x365. For other incidents, support is available during standard business hours.  

Standard Business Hours

Monday through Friday

• 1 a.m. to 6 p.m. Pacific
• 4 a.m. to 9 p.m. Eastern
• 8 a.m. to 1 a.m. Greenwich Mean Time

Support Call Limits

Unlimited support calls.  Maintenance contract must be current.

Coverage

You must be current in paying all applicable fees and not in breach of the license agreement in order to receive Maintenance and Support. Maintenance and Support is provided only for current and the just prior Product Release of the Software. We will provide best-effort support for older releases.

We also recommend your systems are updated with the recommended Operating Systems, database servers and updates applied.

What is expected of you

Most importantly, nothing unreasonable (although please let us know if you think otherwise). In the first instance we need to have those contacts, who may contact Adaptiva for Support, registered in our system against the Organization under maintenance, to ensure we can progress the issue effectively.  If we receive a request for support from someone not already registered, this will add delay before the ticket is logged as it may require approval.

Also in order to progress incidents as efficiently as possible, we need your help. Please outline your issues with as much relevant detail as possible, but also as concisely as you can. Any information on troubleshooting steps taken so far will greatly assist us.  In addition to this, please provide the relevant Adaptiva logs as this can help us in identifying the root cause of any issues.

We also welcome and encourage your feedback.  Following the closure of each incident, we will email you and ask you to rate your experience with a very simple good or bad rating, and provide feedback.  This form only takes a few seconds to complete, so we really appreciate if you can provide the feedback to help us improve our service to you.

Escalation Channels

If for whatever reason we fall short of the standards you expect from us, we provide the following escalation matrix & contact information for you to follow at each step.