Support Response and Resolution
Business days are Monday through Friday, excluding US national holidays.
Upgraded or patches will be applied during Scheduled Maintenance unless the change is required to restore system availability.
Customer will ensure that a resource is assigned to work with Trak Software to provide information or verification on an ongoing basis, until the issue is resolved.
Trak will make every effort to achieve the target resolution times; however, the time needed to provide a correction may vary depending on the specific nature of the Error requiring correction. In the case of a resolution that includes an update to the Subscription Services; additional time may be required to deploy the update to the production environment due to maintenance windows, coordination with customer system updates, etc.
For Support requests not made by telephone, within the Request Response Time of such a request, Trak shall confirm to the requestor receipt of the request by Service Provider. If a Problem Severity Level 3 or 4 request cannot be corrected to the reasonable satisfaction of the requestor within the Request Resolution Time after the requestor makes the initial request for Support, at the sole election of requestor: (a) Trak will work continuously to resolve the request; or, (b) requestor and Trak will mutually agree upon a schedule within which to resolve the request.
Levels 3 and 4 Response and Resolution
For Support requests not made by telephone, within the Request Response Time of such a request, Trak shall confirm to the requestor receipt of the request by Service Provider. If a Problem Severity Level 1 or 2 request cannot be corrected to the reasonable satisfaction within the Request Resolution Time after the requestor makes the initial request for Support, Trak will: (a) immediately escalate the request to management; (b) continue to take the actions which will most expeditiously resolve the request; (c) provide a daily report to the requestor of the steps taken and to be taken to resolve the request, the progress to correct, and the estimated time of correction until the request is resolved.
Levels 1 and 2 Response and Resolution
Problem Severity Level Response and Resolution
Authorized Users will make Support requests by calling or emailing a Trak representative or by submitting a request via “submit a bug” on Trak's platform home page. Trak’s Support staff shall assign to the request the Problem Severity Level (as defined in Table 2 below) indicated by the requestor.
Request Support
Trak provides telephone and email support eight (8) hours per business day five (5) days per week, 8am – 5pm MST. Support will include any research and resolution activity.
Problem Severity Levels
Problem Severity Level | Description | Request Response Time (hours) | Request Resolution Time (hours) |
1 | Problem Severity Level is associated with: (a) Services, as a whole, are non-functional or are not accessible; (b) unauthorized exposure of all of part of Subscriber Data; or, (c) loss or corruption of all or part of Subscriber Data. | 1 | 2 |
2 | Problem Severity Level is associated with significant and / or ongoing interruption of an licensed User’s use of a critical function of the Services and for which no acceptable (as determined by the User) work-around is available. | 4 | 8 |
3 | Problem Severity Level is associated with: (a) minor and / or limited interruption of an User’s use of a non-critical function (as determined by the Authorized User) of the Services; or, (b) problems which are not included in Problem Severity Levels 1 or 2. | 8 | 24 |
4 | Problem Severity Level is associated with: (a) general questions pertaining to the Services; or, (b) problems which are not included in Problem Severity Levels 1, 2, or 3. | 8 | 48 |
