OVERVIEW

Unless otherwise stated, this Technical Support Policy applies to technical support of functionality outlined in your agreement with uDrew Pty Ltd (uDrew).

Supported device information is available at www.udrew.com.au.

This Technical Support Policy is subject to change at uDrew’s discretion; however policy changes will not result in a material reduction in the level of the Technical Support provided during the Support Period (defined below) for which fees for Technical Support have been paid.

SUPPORT TERMS

Contract for Services means the confirmed order or written agreement between You and uDrew with respect to the grant of the license to use the uDrew Product and the provision of Technical Support.

Technical Support is technical support services provided by uDrew for issues (including problems you create) that are demonstrable in the currently supported release(s) of the uDrew Product (the uDrew Product), running unaltered, and on a supported device.

You and your refers to the individual or entity that is entitled to technical support from uDrew under a written agreement between uDrew and yourself.

Support Period

Typically, the support period will continue for the duration of the grant of license from uDrew to you to use the uDrew Software under your written agreement with uDrew (the Support Period). uDrew is not obligated to provide Technical Support beyond the end of the Support Period, nor is it obligated to provide you with Technical Support if you have not paid the relevant fees under your Contract for Services.

Payment of fees

Fees for the uDrew Product are due and payable in accordance with the payment terms outlined in your agreement with uDrew. The Support Period will not commence until the fees for the uDrew Product are received in full.. 

Updates

Update means a subsequent release of the uDrew Product which uDrew generally makes available to its supported customers at no additional fee, provided you have paid the fees under your Contract for Services. Updates do not include any release, option or future program that uDrew licenses separately. Updates are provided when available (as determined by uDrew). uDrew is under no obligation to develop any future programs or functionality.

Right to Desupport

It may become necessary as a part of the uDrew’s Product lifecycle to desupport certain devices and, therefore, uDrew reserves its right to do so.

First and Second Line Support

You are required to establish and maintain the organization and processes to provide “First Line Support” for the uDrew Product directly to end users.

First Line Support must include, but is not limited to:

(a)          a direct response to users with respect to inquiries concerning the performance, functionality or operation of the uDrew Product;

(b)          a direct response to users with respect to problems or issues with the uDrew Product,

(c)           a diagnosis of problems or issues of the uDrew Product; and

(d)          a resolution of problems or issues of the uDrew Product.

If after reasonable commercial efforts you are unable to diagnose or resolve problems or issues of the uDrew Product, you may contact uDrew for “Second Line Support”. You must use commercially reasonable efforts to provide uDrew with the necessary access required to provide Second Line Support.

Second Line Support consists of

(a)          a diagnosis of problems or issues of the uDrew Product; and

(b)          reasonable commercial efforts to resolve reported and verifiable errors in the uDrew Product so that the uDrew Product performs in all material respects as described in the specifications set out in your Contract for Services.

uDrew may review service requests logged by your technical contacts, and may recommend specific organization and process changes to assist you with the above recommended standard practices.

Support will be prioritised based on severity (as defined in the severity section below) and is provided on a best effort basis.

 

SERVICE SUPPORT

The Technical Support provided by uDrew consists of:

  • Updates, fixes, security alerts and critical patch updates.
  • Major technology releases, which includes general maintenance releases and selected functionality releases, in all cases at the discretion of uDrew.
  •  Assistance with service requests.
  • Access to online support (web-based customer support systems), including the ability to log service requests online.
  • Non-technical customer service during normal business hours.

 

SEVERITY DEFINITIONS

Technical Support requests may be submitted by you online through the uDrew web-based customer support system. The service request severity level is selected by you and should be based on the severity definitions specified below.

Severity 1 – Critical

You experience a complete loss of service. The operation is mission critical to the business and the situation is an emergency. A Severity 1 service request has one or more of the following characteristics:

  • Data corrupted
  • A critical documented function is not available
  • System hangs indefinitely, causing unacceptable or indefinite delays for resources or response
  •  System crashes, and crashes repeatedly after restart attempts

Reasonable efforts will be made to respond to Severity 1 service requests within one (1) working day. You are requested to propose this severity classification with great care, so that valid Severity 1 situations obtain the necessary resource allocation from uDrew.

Severity 2 – High

You experience a severe loss of service. Important features are unavailable with no acceptable workaround; however, operations can continue in a restricted fashion.

Severity 3 – Medium

You experience a minor loss of service. The impact is an inconvenience, which may require a workaround to restore functionality.

Severity 4 – Low

You request information, an enhancement, or documentation clarification regarding the uDrew Product but there is no impact on the operation. You experience no loss of service. The result does not impede your operation.

SERVICE DESK

Service Response Times

Service Level Agreements (SLAs) to help drive better quality of service across your project team.

Severity Level Critical  High Medium Low
Time to first Response 2 hrs 4 hrs 8 hrs 24 hrs
Time to Resolution
 Best Effort Best Effort Best Effort Best Effort

 

Support Requests

 

Once a support request has been submitted, it will be assigned a ticket number and the request will be assigned to the relevant uDrew dev team member.


Should the uDrew dev team need more information or assistance to be able to reproduce the issue, a team member will reach out to the nominated person above and schedule a video call, either Google Meet or Zoom, to step through the issue in a screen sharing call which will be recorded and shared with the rest of the uDrew dev team.


Once the uDrew dev team are able to reproduce the issue, they will update the Helpdesk ticket with an estimated time to resolve and a proposed deployment window.

The nominated account above can access the Helpdesk portal at any time to view the status of open and closed support requests.

 

Helpdesk Live Support Hours

 

8am to 4pm AWST standard work days unmanned on weekends

Service Desk Escalation Process

The following division of task and responsibilities is proposed for the escalation of service calls:

 

Service Level Tasked Expected to be Performed By 
Tier 1

Management of initial service call.

 Responsibility = Your nominated primary contact person

Tier 1 is the first point of contact for all issues raised and will be responsible for determining whether the issue can be immediately resolved by the Customer service desk officers, such as create approved user access or answer basic questions based on script-based responses, or needs to be escalated to Tier 2. 

These requests can only be escalated to uDrew via your nominated primary contact person.

A single contact point for all uDrew related items is required.
Tier 2 Responsibility = uDrew Service Desk

Review all escalated calls to determine if the issue is resolvable via training, is a defect or is a viable enhancement request.

Enhancement requests will be assessed (potentially including estimated costs from uDrew) and prioritized or rejected. A call will be raised and tracked with the developers for defects and approved enhancements. The calls will contain relevant evidence and/or specification as agreed with the project team.
Tier 3 Responsibility = uDrew Dev Team

If Tier 2 cannot resolve the issue, it is redirected to the uDrew Dev Team and will need to be responded and resolved within the agreed response and resolution times.

The uDrew Dev Team shall be responsible for end-to-end Tier 3 support. As a SaaS / PaaS provider, uDrew is required to manage any interactions with third parties and/or cloud providers and escalate and manage incidents to these third parties promptly.