Support

24/7 Support

Kapow Technologies provides 24/7 support. The 24/7 support offering is an add-on service to the standard Support & Maintenance offering. The 24/7 offering is named Premium Support. 24/7 Support only relates to severity 1 cases.

Cases with severity 2, 3 or 4 will have to wait until the normal support staff is on duty - European (CET) business hours.
For more information on how to upgrade to Premium level, please contact your local Kapow Technologies Sales Representative or send your enquiry to sales@kapowtech.com

If you have acquired Kapow Web Integration Platform through another vendor, please check if the support is handled by the vendor or by Kapow Technologies. If the support is handled by the vendor, please contact your vendor as they will be the ones to handle your support request.

Process
If you are eligible for 24/7, then call the following number: +1 866-362-2766.
An operator will validate your request and route your request to the appropriate supporter.

Please prepare the following information before calling:
• Customer Name, Location and Country
• Contact name and contact details (for 24/7 requests we’ll need to get hold of contact person 24/7 in order to resolve the issue as quickly as possible)
• The Kapow Web Integration Platform License key for the impacted system.
• We also recommends that you send all relevant data to support@kapowtech.com, please attach the relevant robot, model files, relevant code, error messages and logs and if possible describe the event that triggered the incident.

Offerings and Severity Response Times
Support / Maintenance Component	Standard	Premium
Technical Support
Coverage	9AM – 5PM standard business days, CET	24 X 7 For Severity 1 (Down Production Emergencies) 9AM – 5PM standard business days, CET
Up to specified number of “Defined Names” authorized to contact Kapow for Technical Support	Up to 2 contact names	Up to 5 contact names
Number of Calls	Unlimited	Unlimited
Telephone support within coverage hours
Secure access to Knowledge Base FTP site	yes	yes
Severity 1 Target Response Time	3 hours *	1 hour **
Severity 2 Target Response Time	6 hours *	2 hours *
Severity 3 Target Response Time	No later than next business day *	4 hours *
Severity 4 Target Response Time	1-2 days*	No later than next business day *
Service Packs
Documentation to install Service Packs	yes	yes
Release notes for Service Packs	yes	yes
Service Pack installation	Time & Materials	Time & Materials
Service Pack(s) – Sets of modifications for published (GA) Software Releases designedto address functional defects only	yes	yes
Additional Maintenance Services
There are no maintenance services for errors or problems caused by: (i) unauthorized modifications of the Software; (ii) by Customer’s failure to follow operating procedures for the Software; or (iii) by non-Kapow products. Maintenance services to correct these errors and/or problems may be billed at Kapow’s standard Time & Material hourly rates plus expenses.
* Initial response during standard business days ** Initial response, 24x7

Severity Levels
Severity Level	Severity Level Description
1	Severity 1 is used in instances in which the Customer’s production system is down or the Licensed Software is otherwise unusable resulting in total disruption of production use. Kapow Technologies' goal, but not legal obligation, is to provide initial relief (i.e., an alternative method or restore system operations) for Severity 1 cases within 4 hours. The timeframe for providing a permanent resolution for Severity 1 issues (i.e., an official patch or other permanent solution) is dependent upon the specific situation, and is typically jointly determined by Customer and Kapow Technologies' support manager. Severity 1 cases are eligible for continuous effort by Kapow Technologies support personnel, provided that Customer’s resources, are made similarly available, until relief is provided.
2	Severity 2 problems include those that involve disruption of a major feature or function of the Licensed Software due to a defect and have a significant impact on production (but do not result in extended downtime), or severely impair development efforts. The time frame for providing a permanent resolution for Severity 2 issues (i.e. an official patch or other permanent solution) is dependant on the specific situation, and is typically jointly determined by the Customer and Kapow Technologies' support manager.
3	Severity 3 is Kapow Technologies' default severity, and is always used for new cases unless otherwise requested by Customer. Severity 3 problems include those that involve a feature or function failure that results in the Licensed Software not working as described in the Documentation.
4	Severity 4 problems include general questions about the Licensed Software usage/functionality that do not involve errors. Non-Software issues such as requests for support network web site access, problems using the support network, or other issues that do not impact usability of the Licensed Software also fall into this category.