Service Level Agreement (SLA)

Support Request Management
 
Infinite Corporation provides reasonable technical support assistance on Infinite, Elite and Unibol products. We will make its best effort to correct reproducible programming errors. This assistance includes answering questions about use and performance, and remediation of errors. This document provides a format for reporting issues for reproduction.
 
Please note that support may not be available for some Elite and Unibol products. Support services do not include programming services to enhance or extend functions not currently in the software, support on software operation covered in training programs, custom services (i.e. host-client implementation, application rehosting, data migration, application remediation, screen customizations, program enhancements, trouble-shooting for printers not documented for the AS/400, script preparation and testing), or support requests with operating systems or other applications running on platform. Support extends to hardware only when purchased from Infinite Corporation.
 
Reporting
When the customer encounters a support issue that may impact the project tasks, deliverables, schedule or resources, a representative will report that support issue to the Infinite Corporation Technical Support. Support requests are reported or “opened” by completing the available online form . If Internet access is not available, the form accompanying this document can be completed and submitted via email to support@infinitecorporation.com
 
Logging and Assignment
When you submit a case via the Infinite Corporation web site, the case is automatically logged into the system assigned to an appropriate support team member for resolution.
 
Tracking Status
Open support requests will be discussed and status updated as appropriate until the support issue is resolved or closed. This update will include the following:
 
  • Support requests opened this month
  • Support requests closed this month
  • Summary description of major support requests and activity to resolve
Eliminating Variables and Test Cases
Infinite Corporation’s expectation is that before a case is reported, efforts will have been made to eliminate operating environment variables that may be causing the failure. These may include, but are not limited to, operating system updates, addition of new components or software to the server, conflicts caused by virus/security software, communications failures, network failures, hardware problems, etc. Infinite Corporation reserves the right to charge for services to troubleshoot operating variables and to develop test cases on behalf of the customer.

Test Environment, Access and Test Cases
In order to analyze, isolate, correct a problem and to validate a solution candidate, Infinite Corporation requires root user authority and password access to an isolated test environment running your application and a test data set along with compilers and developer tools. Individual application performance may vary from Infinite's test scripts. Provision of this access is required under your maintenance agreement.

Customer will provide a test case if appropriate and/or requested to do so. The expectation of a test case is to focus solely on the incorrect functionality. Therefore, creating an isolated program (as small as possible) that illustrates the problem you are experiencing. Isolating the issue has several advantages:
 
  • It enables our development team to focus solely on the issue at hand.
  • It will allow us to fix the problem, text it and deliver it to the developer much faster.
  • The test case becomes part of our product validation suite so that your fix is tested for accuracy each time we generate a new version of the product or fix something in the same area where you reported an issue.
Level of Service
Infinite Corporation provides three levels of technical support service. Consult your contract to determine your level of support.
  • Monday to Friday from 8AM to 6PM in your time zone, exclusive of holidays
  • Monday to Friday, 24 hours per day, exclusive of holidays
  • Monday to Sunday, 24 hours per day, 365 days per year
Defining Severity Level
The following chart will be used to define the severity level of the issue reported:
Severity Level Request Description Infinite Corporation Response Customer Response

1

Failure of Infinite mission critical application that has been in production, causing significant impact on Customer’s business Infinite Corporation will log case and promptly begin work on support request consistent with customer’s service level.

Infinite Corporation shall work on support issue, provided availability of necessary Customer personnel, until support issue is resolved or workaround is produced.

Infinite Corporation technical and business management will be kept apprised of all Severity 1 support requests and will monitor their status until resolved.
Customer will initiate Support Request and provide documentation and/or test case as appropriate.

Customer will provide appropriate documentation to show that other factors that may cause the problem have been eliminated.

Customer will ensure complete cooperation of appropriate personnel with all appropriate access permissions.

2

Failure of Infinite Corporation application that has been in production or failure of Infinite Corporation product to perform as documented that will jeopardize the success of a Customer project if not resolved in a timely manner. Infinite Corporation will log case and promptly begin work on support request consistent with customer’s service level. Customer will initiate Support Request and provide documentation and/or test case as appropriate.

Customer will initiate Support Request and provide documentation and/or test case as appropriate.

Customer will ensure complete cooperation of appropriate personnel with all appropriate access permissions.

3

Failure of Infinite Corporation’s application to perform as documented causing significant inconvenience in non-production environment or eventually preventing Customer from transitioning application or project to production. Infinite Corporation will log case and promptly begin work on support request consistent with customer’s service level. Customer will initiate Support Request and provide documentation and/or test case as appropriate.

Customer will provide appropriate documentation to show that other factors that may cause the problem have been eliminated.

Customer will ensure complete cooperation of appropriate personnel with all appropriate access permissions.
 
Direct Escalation for Severity 1 Support Requests
If at any time Customer is not satisfied with the level of response by Infinite Corporation’s Technical Support being providing to a Severity 1 support request, Customer may escalate this support request immediately and directly to Infinite Corporation’s senior management.

Closing
Support requests are considered “closed” and logged as such after the following has occurred:
 
  • A support issue resolution is discussed and agreed to by the submitter, the assigned owner and the Infinite Corporation technical support representative.

  • A support request resolution and sign-offs are documented on the Support Request Report and logged by the Infinite Corporation technical support representative.

  • Requests for additional information, test cases and/or testing results will be sent in response to your case. Infinite Corporation anticipates receiving a response within 7 days. If no response is received, a reminder will be sent on the seventh days. A support issue will be automatically closed if there is no response from a customer within 14 days from delivery.

  • Cases submitted that are requests for new functionality will be closed immediately. Customer may work with a Infinite Corporation sales representative to engage custom services. Please note that new development projects will be undertaken only if they are consistent with the overall direction of the Infinite product line.
Support Service Request Form
In order to provide the highest quality service for our customers, support requests will be accepted only upon completion a Support Service Request on the Technical Support page . If you do not have Internet access, you may submit a form to support@infinitecorporation.com