Service Level Agreement: GPTfy
Basic Support
Customer success is a top priority at GPTfy. Our Basic support includes everything our customers commonly need to get the most out of GPTfy products.
Our product licensing includes basic support, and no additional charges exist. It is recommended for customers with typical use cases and conventional requirements.
Here is what you get as part of the offering:
- Service Level Agreement: Customers get support through the channels and response times documented in this webpage's Service Level Agreement section. This ensures that everything runs smoothly. Access our support here https://gptfy.wpenginepowered.com/service-level-agreement/
- Product Knowledge Base: Access our well-documented product information to ensure you can reconfigure the product as your business requirements change. Our Knowledge base is updated to reflect the new features, bug fixes, and upgrade steps. Access our knowledge base here.
- New Release Support: Customers are entitled to the newer versions of GPTfy at no extra fees. Our implementation team will answer any questions about upgrading to a new release.
Premium Support
Customer success is a top priority at GPTfy. We created Premium Support to help you quickly get the most value from your investment.
Premium Support is optional and highly recommended for large and complex orgs. Here is what you get as part of the offering:
- 24X7 Technical Support: Ensure mission-critical support with our global support team available across all time zones. Access our support through Knowledge Base or mail us at info@gptfy.ai
- Expert Coaching: Customers get access to our product management, product architecture, and implementation team. This allows you to leverage our in-house expertise when upgrading or using newer features post-go-live.
- Designated Success Manager: Monthly scheduled touchpoints to review your open cases and training needs. You can directly access the Success Manager to escalate or review your cases.
- Source Code Escrow: Get legal rights to Source code access via our independent third-party source code escrow services to ensure business continuity & software maintenance in case of unforeseen circumstances.
Support Level Agreement
General:
Users can submit cases over the Web or by email. PlumCloud Labs will use commercially reasonable efforts to respond to and resolve each case promptly. Actual resolution time will depend on the nature of the case and the resolution.
A resolution may include a fix, workaround, or other solution in PlumCloud Labs' reasonable determination.
Severity Levels:
Issues will be categorized and handled according to an assigned severity level. PlumCloud Labs will use commercially reasonable efforts to respond to each case within the applicable response time described in the table below, depending on the severity level set on the case.
| Severity Level | Description | Targeted Initial Response Time | Targeted Resolution Time |
|---|---|---|---|
| Level 1 | Business stopping and no acceptable workaround. Imminent threat to key business or near term business milestones posing financial risk | 2 hour 24x7 | A resolution may consist of a fix, workaround or other solution in PlumCloud Labs' reasonable determination. Actual resolution time will depend on the nature of the case and the resolution |
| Level 2 | Key business impacting, no workaround | 4 hour 24x7 | |
| Level 3 | Key business impacting with workaround, OR non-key business impacting no workaround | 8 hour 24x7 | |
| Level 4 | Non-key business impacting with workaround, OR not business impacting | 16 hour 24x7 |
Cooperation:
PlumCloud Labs must be able to reproduce errors in order to resolve them. Customers agree to cooperate and work closely with PlumCloud to reproduce errors, including conducting diagnostic or troubleshooting activities as requested and appropriate.
Also, subject to the Customer's approval on a case-by-case basis, Users may be asked to provide remote access to their PlumCloud Labs application and/or desktop system for troubleshooting purposes.