Checkbox Support Policy
Checkbox Support Policy
Effective starting: 27 April 2020
Checkbox Support Tiers
|Self-help Knowledge Base||✔||✔||✔|
|In-platform Support Widget||✔||✔||✔|
|Hours of Availability||9/62||9/62||L1: 24/7
L2, L3, L4: 9/62
|Included Tickets3 per month||4||30||Unlimited|
|Initial Response Times4||L1 – Platform Down||2 Hr||1 Hr||1 Hr|
|L2 – Serious Degradation||6 Hr||4 Hr||2 Hr|
|L3 – Moderate Impact||2 Business Days||1 Business Day||1 Business Day|
|L4 – Limited Imphact||2 Business Days||2 Business Days||2 Business Days|
|Customer Success Manager5
|Issue & Feature Request Priority||Low||Middle||High|
1Support Requests: Issues or questions raised by you through any of the listed Channels above.
29/6 Support: Hours of coverage include 9AM – 6PM from Monday through Friday, Australian Eastern Time (AET); or 9AM – 6PM from Monday through Friday, Eastern Time (ET).
3Tickets: Tickets are Support Requests that have been submitted via the In-platform Support Widget or Self-help Knowledge Base and have been flagged as a Ticket on the form. Each Ticket includes 1 hour of services. Further time spent to resolve the ticket may be charged out at AUD 200/hr. This does not apply to Tickets where the issue is technical in nature and was caused by Checkbox. Additional Tickets may be charged out at AUD 200 per ticket.
4Initial Response Times: Checkbox will use commercially reasonable efforts to meet the target initial response times for the applicable Severity Level. Checkbox commits to delivering to these target initial response times for Tickets only (Ticket Response Time Commitment).
5Customer Success Manager (CSM): An assigned Checkbox contact who is available to provide direct support on technical, product & design enquiries via email, call and when commercially reasonable, on-site visits.
|TYPE OF ENQUIRY||EXAMPLES|
|Platform & feature support||
|Implementation & configuration guidance||
Support Does Not Include
|TYPE OF ENQUIRY/REQUEST||EXAMPLES|
|End user support (when users need help using Apps that have been built)||
|Solution support services||
|Support for third parties||
Definition of Severity Levels
|Level 1||Critical issue that severely impacts or prevents use of the service. The situation halts business operations and no procedural workaround exists.
|Level 2||Significant degradation to performance or functionality, impacting a large number of users|
|Level 3||Platform issue that has a moderate impact to the business|
|Level 4||Question or issue with a limited impact to the business|
|HOSTING ARRANGEMENT||MONTHLY UPTIME PERCENTAGE|
6Monthly Uptime Percentage: The percentage of time per month during which your Checkbox instance is up as measured by our monitoring & logging infrastructure.
SERVICE LEVEL COMMITMENT
Our Uptime Commitment and our Ticket Response Time Commit together form our Service Level Commitment.
Service Credit Points
SCPs are issued according to the following table.
|Service Level Commitment Type||SEVERITY||SERVICE CREDITS POINTS ENTITLED|
|Uptime Commitment||100 per percentage point down to 90%
200 per percentage point below 90
|Ticket Response Time Commitment||Level 1||200|
SCPs will entitle you to a reduction of future payments under your Order. SCPs are calculated at the end of the month according to the following table, and are reset to 0 for the subsequent month.
|Total SCP in Month||% of Monthly Licence Fee Reduction|
|0 – 250||0%|
|250 – 400||5%|
|Each 50 SCP after||Additional 1%|
Service Credits are your sole and exclusive remedy, and our sole and exclusive liability, for our failure to meet our Service Level Commitments.
HELP WITH UNSUPPORTED ISSUES
Checkbox works with service partners who can provide managed support tailored to your needs. Enquire with your Account Manager or Customer Success Manager if you are interested.