- Overview
- Does ProcessMaker Have a Valid SLA with the Customer or Channel Partner?
- Does the customer with a valid SLA have a mission-critical issue (severity level 1)?
- Does the customer with a valid SLA have a major functionality issue (severity level 2)?
- Does the customer with a valid SLA have a partial non-critical loss of functionality (severity level 3)?
- Does the customer with a valid SLA have general usage questions or a minor error (severity level 4)?
- Actions for Customers That Do Not Have a Valid SLA with ProcessMaker
- Contact Us
Overview
This document describes how ProcessMaker Support prioritizes incoming support requests.
Customers and channel partners who have valid Support Level Agreements (SLAs) with ProcessMaker receive priority over those who do not. Likewise, support requests for customers with SLAs involving production server and/or mission critical systems receive highest priority over those that are not so critical.
ProcessMaker Support requests for assistance can come from:
- The Mantis ticketing system submitted through https://bugs.processmaker.com/
- Telephone at 1-617-340-3377, extension 911
- Email from support@processmaker.com
ProcessMaker Support follows these guidelines after a customer or channel partner submits a support request.
Does ProcessMaker Have a Valid SLA with the Customer or Channel Partner?
ProcessMaker verifies whether the customer is eligible for support:
- Does the customer’s contract and contract level indicate a valid SLA?
- Is the customer using a supported ProcessMaker Enterprise license?
- Did the customer submit the support request within contractual dates of coverage?
- Did the customer install their ProcessMaker version on a supported infrastructure stack? Refer to these wiki pages for supported ProcessMaker stacks:
These are scenarios in which a customer may not have a valid SLA with ProcessMaker:
- The customer is using the ProcessMaker Community version.
- A license validation failure occurs.
- The customer does not have valid contractual support. If that customer does not have a valid SLA with ProcessMaker, regardless of the severity of the issue, refer to Actions for Customers That Do Not have a Valid SLA with ProcessMaker.
Does the customer with a valid SLA have a mission-critical issue (severity level 1)?
Determine if the customer with a valid SLA has a severity level 1 issue:
- The production server hosting ProcessMaker and/or other mission critical systems are down, and no workaround is immediately available.
- Customer services are experiencing a substantial loss of service.
- Customer business operations have been severely disrupted.
Action
Severity level 1 incidents must have dedicated resources available to work on the issue on an ongoing basis during that customer's contractual hours. These dedicated resources include the customer, channel partner, and PM departments with direct involvement to possible solutions, including Network Operations Center (NOC) Services, Engineering, Product, and QA.
Initial response time should start within one hour after the ticket is received. Issue resolution time is subject to that customer’s SLA.
Does the customer with a valid SLA have a major functionality issue (severity level 2)?
Determine if the customer with a valid SLA has a severity level 2 issue:
- The production server hosting ProcessMaker is affected and no workaround is immediately available, but mission critical systems are not affected.
- Operations can continue in a restricted fashion, although long‐term productivity might be adversely affected.
- A major milestone is at risk. Ongoing and incremental installations are affected.
- A temporary workaround is available.
Action
Severity level 2 incidents must have a Support Technical Lead directly involved to monitor Support Agent interactions with the customer.
Initial response time should start within one hour after the ticket is received. Issue resolution time is subject to that customer’s SLA.
Does the customer with a valid SLA have a partial non-critical loss of functionality (severity level 3)?
Determine if the customer with a valid SLA has a severity level 3 issue:
- The issue causes a non‐critical loss of functionality that does not affect the production server hosting ProcessMaker.
- There is a workaround to address the loss of functionality.
- Despite the loss of functionality, the customer can continue using ProcessMaker.
- Initial installation milestones are at minimal risk.
Action
Initial response time should start within the shift that the ticket is received. Issue resolution time is subject to that customer’s SLA.
Does the customer with a valid SLA have general usage questions or a minor error (severity level 4)?
Determine if the customer with a valid SLA has a severity level 4 issue:
- The customer has general usage questions.
- The customer is reporting minor cosmetic or functional issues, including errors in documentation.
Action
Initial response time should start within the shift that the ticket is received. Issue resolution time is subject to that customer’s SLA.
Actions for Customers That Do Not Have a Valid SLA with ProcessMaker
Respond to the support request on a best effort basis. Deliver guidance, mentoring, or coaching for the customer.
Contact Us
If you would like to request support, provide feedback, and/or report an issue, please go to http://bugs.processmaker.com
