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Functional Software Service Level Agreement

Customer Support

Functional Software provides support and maintenance services to customers who have paid the Annual Maintenance Fee or Monthly Subscription Fee on the basis of the following SLA.

Support Call Logging

The Functional Support Line hours are Monday to Friday, 9am to 5pm Australian Eastern Standard Time (AEST), excluding Public Holidays.

Whilst clients are welcome to call the Support Line to seek general advice and discuss issues, all support requests must be made in writing via email or the the Functional Software online call tracking system which is based on the MantisBT Bug tracking system.

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

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