Standard Support Terms

.0 Overview

ESPROFILER Support provides expertise & tools to help efficiently solve technical issues for our customers and partners.

This guide summarizes the operational guidelines and best practices on how to leverage ESPROFILER Support.

2.0 Operating Guidelines

For all customers that have an active ESPROFILER subscription, they will have access to support services. Additionally, ESPROFILER will make available access to upgrades and updates as they are made generally available by ESPROFILER.

ESPROFILER maintains a Planned Maintenance calendar available through the service desk. Notice of Planned Maintenance will include the scheduled maintenance window and expected impact on Services, if any. ESPROFILER will notify customers and partners when Planned Maintenance has been completed.

3.0 How to open a Support case

All ESPROFILER support tickets are raised by submitting a ticket in the ESPROFILER portal, from here our platform can integrate directly into Jira to raise a ticket that is issued directly to our customer success and engineering teams.

4.0 Case Severity

Each ESPROFILER Customer or Partner shall reasonably designate the initial severity level of each incident reported pursuant to the criteria below. Severity level will be updated by the parties as information is gathered, the issue is investigated, and workarounds are made available.

Critical
Refers to issues with critical impact experienced by a substantial percentage of Customer’s User population. Examples include ESPROFILER web UI outage or performance degradation to the point where system is unusable without a Workaround.
Highest
Refers to issues affecting important functions experienced by a smaller percentage of Customer’s User population but still presenting substantial problems. Examples include inability to use one of the key features such as the dashboard or not able to perform a critical function like adding a new vendor on the ESPROFILER web UI.
Medium
Refers to issues where non-mission critical functionality is missing or not working in accordance with the Documentation.
Low
Refers to non-urgent issues that have minimal or no impact on business operations. Operations can continue normally without immediate attention to the issue.
Lowest
Refers to non-urgent issues that ESPROFILER may designate as issues that may be fixed in the longer term.

5.0 Support Response Times

Severity Level	Initial Response	Resolution Target
Critical	1 Hour	As soon as possible but no later than within one business day of the call.
Highest	Up to 4 Business Hours	As soon as practicable but within two business days or as otherwise agreed between ESPROFILER and the customer.
Medium	Up to 8 Business Hours	As soon as practicable or as otherwise agreed between ESPROFILER and the customer.
Low	Up to 2 Business Days	At the time of response or as soon as practicable thereafter or as otherwise agreed between ESPROFILER and the customer.
Lowest	N/A	ESPROFILER to define depending on whether the issue is deemed important enough to provide a resolution.

ESPROFILER shall use reasonable endeavors to meet the Resolution Targets set out in table above, but any such targets shall be estimates only.

6.0 Support Operating Hours

ESPROFILER support is provided during UK business hours which is 8 AM – 6PM, Monday through Friday (excluding major holidays)

Severity Level

Initial Response

Resolution Target

Critical

1 Hour

As soon as possible but no later than within one business day of the call.

Highest

Up to 4 Business Hours

As soon as practicable but within two business days or as otherwise agreed between ESPROFILER and the customer.

Medium

Up to 8 Business Hours

As soon as practicable or as otherwise agreed between ESPROFILER and the customer.

Low

Up to 2 Business Days

At the time of response or as soon as practicable thereafter or as otherwise agreed between ESPROFILER and the customer.

Lowest

N/A

ESPROFILER to define depending on whether the issue is deemed important enough to provide a resolution.