Forecastagility provides reasonable technical support assistance on its products and will make its best effort to correct all reproducible errors. Reasonable technical support assistance includes best effort to correct reproducible errors, and to answer questions about use and performance. Out-of-Scope Costs include requests to enhance or extend functions not currently in the available, requests for support with operating systems or data on the platform, replacement planning or implementation of third party applications used in conjunction with Forecastagility. Support may extend to hardware only when purchased from Forecastagility.
Forecastagility offers comprehensive training programs with extensive documentation for the installation, configuration, architecture and navigation of the Forecastagility products. Incremental or situational training of topics covered in training are considered out-of-scope.
At the start of a project, the Client’s technical team will be given credentials for JIRA, the Forecastagility support management system. When the Client encounters a support issue that may impact the project tasks, deliverables, schedule or resources, a representative will report the issue to Technical Support through the JIRA Service Desk at https://forecastagility.atlassian.net/servicedesk/customer. Support requests are initiated by completing the online form and indicating priority reflecting the commercial impact on the business. Support requests will not be acted upon if submitted via email.
When the Client creates a submission in JIRA, the case is automatically logged into the system and assigned to an appropriate support team member for resolution.
Priority of severity level is one of four categories: Maintenance Cost, Project Cost, Billable (Out of Scope), or None. Upon completion of a project and when the end user is in production, services outlined in the LMU and SLA will be covered under maintenance. Billable projects will be invoiced on a monthly basis.
The JIRA Service Desk allows both teams to update and efficiently track each issues at different levels. Open cases will be discussed and status updated as appropriate until the case is resolved or closed.
Forecastagility expects that efforts will have been made to eliminate operating environment variables that may be causing the failure before a case is reported. These may include, but are not limited to, data corruption, 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. Forecastagility reserves the right to charge for services to troubleshoot operating variables and/or to develop test cases on behalf of the Client.
To analyze, isolate, correct a problem and to validate a solution candidate, Forecastagility may require access to the server where data error has occurred. Provision of this access is required under the LMU Agreement.
Client will provide a test case if appropriate and/or requested to do so. A test case is an isolated program (as small as possible) to illustrate the problem how to reproduce a failure. Isolating the issue has several advantages: it enables our team to focus solely on the issue at hand, it allows us to fix, test and deliver a resolution much faster. The test case becomes part of our validation suite so that your fix is retested for accuracy each time a new version is generated.
Client will be entitled to maintenance and support upon execution of the LMU Agreement during the period of Monday to Friday during the hours of 9AM to 6PM PT, exclusive of holidays. Forecastagility provides reasonable technical support assistance and will make its best effort to correct reproducible errors. This assistance includes answering questions about use and performance, and remediation of errors. Support does not include development of features not currently available or support on your data errors on the Forecastagility platform.
The following criteria will be used by Forecastagility to define the severity level of the issue reported into the JIRA system:
| Severity Level | Request Description | Forecastagility Response | Customer Response |
|---|---|---|---|
| 1 | Failure of mission critical application that has been in production, causing significant impact on Client’s business. |
Case report will be reviewed, and work begun on case consistent with Client’s service level.
Forecastagility technical and business management will be kept apprised of all Severity 1 support requests and will monitor their status until resolved. Forecastagility technical and business management will be kept apprised of all Severity 1 support requests and will monitor their status until resolved. |
Client shall provide access to necessary personnel until support issue is resolved or workaround is produced.
Client will open case in JIRA and provide documentation and/or test case as appropriate. Client will provide appropriate documentation to show that other factors that may cause the problem have been eliminated. Client will ensure complete cooperation of appropriate personnel with all appropriate access permissions. |
| 2 | Failure of Forecastagility product to perform as documented that will jeopardize the success of an Client project if not resolved in a timely manner. | Case report will be reviewed and work begun on support request consistent with Client’s service level. |
Client will initiate case in JIRA and provide documentation and/or test case as appropriate.
Client will initiate Support Request and provide documentation and/or test case as appropriate. Client will ensure complete cooperation of appropriate personnel with all appropriate access permissions. |
| 3 | Failure of Forecastagility to perform as documented causing significant inconvenience in non-production. | Forecastagility will promptly begin work on case consistent with service level. |
Client will initiate JIRA case and provide documentation and/or test case as appropriate.
Client will provide appropriate documentation to show that other factors that may cause the problem have been eliminated. Client will ensure complete cooperation of appropriate personnel with all appropriate access permissions. |
If at any time Client is not satisfied with the level of response provided by Forecastagility Technical Support Team for a previously reported Severity 1 issue, Client is urged to escalate the request immediately and directly to Forecastagility senior manager assigned to your account.
Client will close JIRA case after the following has occurred: