Support Policy

W ENERGY APPLICATIONS

SERVICE LEVEL AGREEMENT

W Energy Software, LLC (“ W Energy”) provides Support Services to Clients in accordance with these policies pursuant to that certain Master Subscription and Services Agreement (the “Agreement”). W Energy reserves the right to change such policies as necessary to provide required support levels to Clients; however, the services provided will not be materially reduced during the support period. Terms capitalized but not defined herein have the meanings ascribed to them in the Agreement.

1. ISSUE RESPONSE TIME.

The targeted response time for support requests is based on the following scope and severity chart (Table 1).  Response time is measured from the time the request is entered into the W Energy Jira ticketing system through when W Energy notifies the user about the status of the issue. 

Table 1:  Target Response Times

  • Time is in business hours.  Issues reported at the end of business hours will be handled the next business day.
  • Entries in bold on the first row are the assigned Priority based on Scope and Severity.
  • Entries in bold in the second row are for first response.  Entries in the third row are frequency of updates from W Energy to Client.

 

Scope g
Severity
i
A-ExtensiveB-SignificantC-Limited

A-Critical

P1 – Critical
2 hrs
4 hrs

 P1 – Critical
2 hrs
4 hrs

 P2 – High
4 hrs
Daily

B-High

P2 – High
4 hrs
Daily

P2 – High
4 hrs
Daily

P3 – Medium
4 hrs
Monthly

C-Medium

P2 – High
4 hrs
Daily

P3 – Medium
4 hrs
Monthly

P4 – Low
8 hrs
Monthly

D-Low

P4 – Low
8 hrs
Monthly

P4 – Low
8 hrs
Monthly

P4 – Low
8 hrs
Monthly

 

 

2. SCOPE AND SEVERITY DEFINITIONS. 

Scope and Severity of issues are provided by Clients at the time the request is entered into the W Energy Jira ticketing system.  Clients will be prompted to select the scope and severity of support requests based on the criteria set forth below in Tables 2 and 3.  W Energy reserves the right to change the scope and severity of Client-designated rankings based upon investigation of the issue, using the same criteria provided in Tables 2 and 3, in each case other than in connection with a Permitted Outage.  For the purpose hereof, “Permitted Outage” means (a) regularly scheduled maintenance windows, (2) unscheduled maintenance, if advance notice is provided as set forth below, (c) Emergency Maintenance, (d) any force majeure event, or (e) the actions or omissions of Client, Authorized Users, or any third-party acting on Client’s behalf or at Client’s direction, including any unauthorized use of the Subscription Services, breach of the Agreement, or any use or configuration of the Subscription Services that exceeds W Energy’s recommendations.  Maintenance shall be scheduled between Saturday 6AM Central Time through Sunday 6PM Central Time.  Client shall be notified of non-scheduled maintenance (other than Emergency Maintenance) a minimum of 24 hours prior to maintenance, via email or telephone.  For the purpose hereof, “Emergency Maintenance” means any maintenance performed outside the scheduled maintenance windows without advance notice where such maintenance is reasonably and urgently required to protect the integrity, availability, or security of any online systems and/or the Subscription Service.

Table 2:  Scope Criteria

Examples provided are for illustrative purposes only. 

ScopeDescriptionExamples

A-Extensive

All users and/or entire range of functionality affected

Profiles for all users are not enforcing security restrictions.

All users cannot access the system.

B-Significant

Most (>50%) of users and/or range of functionality affected

More than half of the user base is affected by slow performance.

Grids that are used by more than half of the user base will not load data.

C-Limited

Some (<50%) of users and/or range of functionality affected

Two of ten users within a business group do not have edit access to screens in their profile that are not part of their day-to-day business.

A results screen will not properly sort or filter but is still exportable.

 

 

Table 3:  Severity Criteria

Examples provided are for illustrative purposes only. 

SeverityDescriptionExamples

A-Critical

System is unavailable or critical process is failing during close process

Users are unable to access the application.

A process failed and produced incomplete data that cannot be undone by the users.

B-High

Important functionality is unavailable and no viable workaround available

A key screen is not loading any data.

There is a Fatal error in a process in a key functional area outside of month-end close.

C-Medium

Important functionality is unavailable but reasonable workaround in place

A single variable does not exist in formulas to pull in a value, but a combination of a few formulas will return the same results.

A results screen will not load data in the grid unless a specific column is hidden.

D-Low

Cosmetic issue or functionality unavailable with simple workaround

A results screen does not have a total on the bottom of the grid.

Tabbing between fields in an edit screen does not move from value to value.