SafePaaS Service Level Agreement and Support
SafePaaS is committed to customer success with many options to service our customers needs. Our support team members based in the Americas and India “follow-the-sun” model to provide continuous coverage. We strive for excellence and professionalism in providing customer service and our customer service team is there to help your organization succeed.
By expanding our customer service team across the globe, we can focus on our customer-first mind-set and customer-centric approach with the goal of listening to our customers' needs, gain a deep understanding what you need and delivering in a timely manner. Our team is committed to the highest customer service standards and understand the importance of customer care.
Once onboarded, all SafePaaS customers have access to the support portal. All incident reports are handled via our SAFEACTS Support System. This gives you access to all current and historical tickets on your account, both open and completed. We prioritize tickets by severity, and handle issues where a service is completely unavailable before tickets where a service is slow, and those before general questions about our service or general advice. We recommend all customers to make use of the ticketing system for an efficient response from our support team.
SafePaaS customers can review the progress of all issues/requests submitted to the service desk by them or members of their organization that have been shared. All customers need to do is click the reference link to view details of the issue, details of work progress for the selected issue can be viewed.
Shown below is a guide to the SAFEPAAS Severity Levels.
Note that the Ticket Response Goals specify the time to begin investigation of the problem, not the length of time within which such problem will be resolved:
Ticket Response Goal
Ticket Goal/Update Resolution
Severity 1 - Fatal
Production or UAT Cloud is down, business operations severely impacted with no workaround; or a security issue. You experience a complete loss of service.
Will work 24x7 until the service request is resolved, provide updates every 3 hours. ***see Note
Severity 2 - Major
Production or UAT Cloud is operational but significant disruption of business operations; no stable workaround.
Provide updates every 6 hours.
Severity 3 - Minor
Issues causing moderate to low business disruption with a Production or UAT or any issue for which there is a stable workaround available.
Within 8-hours during our Support Hours, and except as otherwise provided herein.
Provide updates every 48 hours.
Severity 4 - Trivial
Production or UAT Cloud is operational; no significant disruption of business operations; issues with little time sensitivity such as general questions, information, enhancement, or documentation
Within 24-hours during our Support Hours, and except as otherwise provided herein.
Provide updates every 96 hours.
***SafePaaS will use reasonable efforts to respond to Severity 1 service requests within the Ticket Response
Goals specified. SafePaaS will work 24x7 until the Severity 1 service request is resolved, a reasonable work- around is put in place, or as long as useful progress can be made. You must provide SafePaaS with a technical contact during this 24x7 period to assist with data gathering, testing, and applying fixes. You are required to propose this severity classification with great care, so that valid Severity 1 situations obtain the necessary resource allocation from SafePaaS.
Release notes can also be found under the Help button. The Release Management policy is updated to provide weekly release updates available on LIVE and TRIAL instances starting in the third quarter. All updates are posted under the help>documentation folder in SafePaaS. Updates are posted on Monday by 5 PM Central Time for customers to review.
In addition, if requested, the customer can also receive weekly notifications via emails.