Support & Maintenance Terms

       

Support Ticket System: support.ppr-enguardia.com

Phone Support: 24/7/365  Support Phone: 713-568-7540 ext 5   

Support Email: support@ppr-enguardia.com

  • Case Logging
  • support.ppr-enguardia.com
  • Telephone Support
  • Email Support

 

  • Software service maintenance, which includes maintenance releases, enhancements, new versions, additions and modifications to the service, that it provides to all other customers under support for no additional fee.


  • Bug fixes to bring the service into substantial conformance with its then current user guide.


  • Response time of 4 business hours, M-F, 8 AM – 5 PM CST, unless Sev1(live Incident, Exercise or Training conditions) or Sev2 (substantial failure) conditions exist. See chart below for more details.


  • All support responses coordinated with Customer Admin/Lv1 Support designated personnel


  • Resolution Process
  • Lv1 Support from Customer engaged
  • PR Support number called if Sev1 or Sev2 conditions met
  • Trouble Ticket opened if Lv2+ support required
  • Assign engineer to determine and correct the error
  • Initiate work to correct the error
  • Periodic reports on the status of the correction


  • Scheduled Outages are usually scheduled during the 4th weekend of each month and customers are notified via email 1 week in advance.



Severity Definition Response Goal Details
Severity 1 All issues and questions during live Incidents, Exercises and Training sessions. Specific. 1 Hour
  • Lv1 Support from Customer Engaged
  • PR Support number called for most rapid response
  • Trouble Ticket opened if Lv2+ support required
  • Assign engineer to determine and correct the error
  • Initiate work to correct the error
  • Periodic reports on the status of the correction
Severity 2 Issues where service substantially fails to perform features as documented in user guides and training manuals, outside of live Incidents, Exercises and Training sessions. 2 Hour
  • Lv1 Support from Customer Engaged
  • PR Support number called for most rapid response
  • Trouble Ticket opened if Lv2+ support required
  • Assign engineer to determine and correct the error
  • Initiate work to correct the error
  • Periodic reports on the status of the correction
Severity 3 All other questions about usability or features other than those documented in user guides and training manuals, outside of live Incidents, Exercises and Training sessions. 4 Hours
M-F, 8-5 CST
  • Lv1 Support from Customer Engaged
  • Trouble Ticket opened if Lv2+ support required
  • Assign engineer to assess questioin/issue
  • Updated Trouble Ticket and communication with Customer Lv1 Support and user initiating ticket
Severity 4 Enhancement Request 5 Days
  • Development Manager and team assess request
  • Potential workarounds or interim measures suggested
  • Tentative priority assigned and associated with overall project roadmap
  • NOTE: All enhancement requests should be vetted with Customer Application Owner for PR before being submitted