At Agreement Express, we wish to provide you with the best possible to ensure a fantastic user experience in the live environment. As a result, we do acknowledge that not all live issues should be treated with the same level of severity. As a result, please see the below definitions of Severity, some examples of the nature of their impact to your solution, and our response time commitments to you, our customer.
I. What are your live coverage hours?
We do provide 24-7 accessibility to the platform and ongoing monitoring to ensure your system is up and running with the most minimal of down times. However, you have access to dedicated support staff between 8 AM(EST)- 8PM (EST)! Between those hours, our live support team is available for your assistance via our online ticketing system, Zendesk!
II. What are the response times I can expect for the tickets I log to Support?
Note: Tickets can be sent to firstname.lastname@example.org
Great question! Please see below:
Nature of Impact
Severity 1 issues are critical production issues affecting all or a majority of your users. Examples are: System unavailable, system crashes or hangs continuously.
Timeline: 15 minute Initial Response
Severity 2 Issues mean an major service functionality is impacted, resulting in degradation of experience and an inability to complete a transaction or a document signing process by your end client.
Timeline: 2 Hours Initial Response
Guarantee of Service: AEX is dedicated to helping you resolve the issue with you or your end client to assist them in completing a transaction. We are dedicated to helping you remove the barriers to completing transactions within 24 hours of the issue report.
Severity 3 issues affect performance but may not affect all users and do not prevent a transaction from being completed.
Timeline: 24 Hours Initial Response
Guarantee of Service: AEX is dedicated to helping you with your issue. Severity 3 items can often trigger a discussion that is either training related or requires scoping to fully understand.
Severity 4 issues are largely cosmetic and do not materially effect the performance of the platform. This could be a question about the platform, a change request or a cosmetic update request.
Timeline: <10 Days
Guarantee of Service: AEX is dedicated to helping you with your question or request. Severity 4 items can often be solved with a training video or in the case of a change request, may require a full scoping discussion.
We will prioritize the issue based on its impact to your workflow and will have the issue resolved in < 10 days unless otherwise stated by you, our client.
AEX is committed to providing you with timely updates on the status of the investigation, but should the issue require product review, it will follow a longer workflow and may or may not be added to our product roadmap. until resolution is found.