Service standards
Introduction
These Customer Support Service Standards set out how Glasswall will provide the Support Services to the Customer and should be read in conjunction with the applicable General Terms.
The Service Standards are not solution specific and apply to all solutions for which the Customer has purchased Support Services.
These Service Standards may be modified or updated from time to time. It is the Customer’s responsibility to ensure that they are familiar with the most up to date version of these Service Standards, as that is what will apply.
Accessing support services
To obtain Support Services, the Customer must raise a service request ticket (Ticket) with Glasswall’s customer support team (Support Team).
- Tickets can be raised 24 hours a day, 7 days a week.
- The number of Tickets that can be raised by the Customer is not limited.
The Customer must raise a Ticket using one of the following channels:
By email
By telephone
+44 (0)203 868 6305 (UK) +1 844 527 7925 (USA)
The standard support language is English.
When raising a Ticket, the Customer must follow the process and provide the information set out in Customer Responsibilities.
Glasswall recommends raising a Ticket by email for tracking purposes.
Customer responsibilities
Prior to raising a Ticket, the Customer is encouraged to read the support documentation for their product, as many support issues can be resolved by following this information:
Each Ticket raised by the Customer should include at least the following information:
- Subject
- Brief description
- Priority
- Impact to the Customer’s business
- Triage already attempted
- Steps to reproduce
- Other relevant information
- Glasswall Software Version
- Operating System
- Configuration and environment details
- Tool or example code
- Test file or data
- Designated Customer contact(s) and availability including time zone
To facilitate Ticket diagnosis and resolution, Glasswall Support Team agents may be required to view a Customer’s remote server or desktop environment via a web conferencing solution such as Teams or Zoom.
The Customer will make every effort to identify a suitable method of communication that enables collaboration and provide all information requested by the Support Team for Ticket resolution.
Glasswall shall have no responsibility or liability for any delay or failure in responding to or resolving Tickets where the Customer fails or delays in providing required information, remote access, or communication.
Service level agreement / Ticket priority
When a Ticket is raised:
- A record of the Ticket is created and logged in the case management system and associated with the account in CRM.
- The Support Team determines the relevant severity level of the Ticket in accordance with the definitions below.
All response times are business hours and business days local to the UK and US Eastern Time.
Business hours are defined as 9:00am to 5:00pm.
Severity levels and first response times
Glasswall will use reasonable efforts to provide an initial response in accordance with the First Response Time listed below.
The applicable response time depends on whether the Customer has purchased Standard Support Services or Premium Support Services.
Severity and response table
| Severity Level | Definition | Standard Support First Response | Premium Support First Response |
|---|---|---|---|
| Severity Level 1 – Critical | A critical functionality severely impacts use of the Glasswall Solution, halts business operations, and no procedural workaround exists. | Within 4 business hours | Within 1 business hour |
| Severity Level 2 – High | Major functionality is impacted or significant performance degradation occurs with high impact to business operations and no reasonable workaround exists. | Within 1 business day | Within 2 business hours |
| Severity Level 3 – Medium | Partial, non critical loss of use with medium to low business impact. Business continues and a short term workaround is available but not scalable. | Within 2 business days | Within 4 business hours |
| Severity Level 4 – Low | Low or no impact to use of the Glasswall Solution. Does not impede business operations. Includes user questions and enhancement requests. | Within 3 business days | Within 1 business day |
Out of scope services
Glasswall provides Support Services only where the Customer has a valid Agreement that expressly includes Support Services and only for the Solutions specified in the applicable Order Form.
All Support Services are provided remotely unless otherwise agreed in writing and subject to additional fees.
Support Services do not include:
- Step by step installation of the Solution or New Releases
- On site services unless expressly agreed in writing and subject to additional fees
- Modification of the Solution’s code
- Security policy configuration
- Audits
- Security design
The Support Team has no obligation to provide Support Services where Tickets arise from:
- Customer misuse, misapplication, or use outside Documentation or instructions
- Causes beyond Glasswall’s control
- Releases past their notified end of support date unless affecting supported New Releases
- Damage not caused by Glasswall including power failure, communications network failure, negligence, accident, or ultrahazardous use
- Failure to maintain required environmental conditions
- Use with equipment or software not supported by Glasswall
- Unauthorized repair, maintenance, or modification
- Software licenses not purchased from Glasswall or authorized partners