Functional Software Service Level Agreement
Customer Support
Functional Software provides support and maintenance services to customers who have paid the Annual Maintenance Fee. These services include the logging of Support Calls with the Functional Support Line.
Support Call Logging
Functional Software has recently started a new online call tracking service. This service is based on the MantisBT Bug tracking system. A PDF containing information about this sytem is available for viewing now.
Functional Support Line hours are Monday to Friday, 9am to 5pm Australian Eastern Standard Time (AEST), excluding Public Holidays. AEST is 10 hours ahead of Co-ordinate Universal Time (UTC). During Summer Australian Eastern Daylight Time is used, and this is 11 hours ahead of UTC.
Emails and faxes can be sent at any time, and will be seen to as soon as possible.
After hours support can be arranged on a case by case basis. Please contact us to find out more about after hours support.
Contact Information for the Functional Support Line
- Support Tracking Website — this is the preferred method
- Telephone — +61 2 9209 4362
- Fax — +61 2 9310 7561
- Email — support@fs.com.au
Priority Definitions
| Priority | Target Resolution | Definition |
|---|---|---|
| 1 — Critical | 1 Day | Stops business from continuing — e.g. cannot restore data after a disaster, software causes system to hang |
| 2 — Very Important | 3 Days | Has the potential to jeopardise business operations — e.g. backups not working, significant performance impact |
| 3 — Important | 1 Week | Impacts on daily operations — e.g. cannot add a user or software impacts performance |
| 4 — Inconvenient | 4 Weeks | Impacts efficiency of operations (i.e. operators) but does not impact business |
| 5 — Interesting | 8 Weeks | Does not impact business or operations — e.g. operator unsure of full functionality of a feature |