Kazuhm Standard Support is provided by our Support Technicians in response to requests submitted through the on-line ticketing system or via email to support@kazuhm.com.
Email support is limited to the designated customer Support Contact(s).
On-line ticketing support is available to all users.
Reported issues with the Kazuhm system will be diagnosed, a resolution identified, and an action plan for addressing the issue(s) detailed as a follow-up response. When initial response and follow-up will be provided is based on Issue Severity as defined below.
All responses will be provided to the designated customer Support Contact(s) and the originator notified of such.
We do not take responsibility for any issue determined to be caused by a 3rd party or if any modifications have been made to, or attempted to be made to, Kazuhm or any of its components.
Support Hours are 9:00am - 5:00pm (Pacific Standard Time) Monday through Friday. Excluding U.S. Business Holidays (New Year's Day, Memorial Day, Independence Day, Labor Day, Thanksgiving Day, Friday after Thanksgiving, and Christmas Day).
Issue Severity Definitions
URGENT - CRITICAL BUSINESS IMPACT
Any incident resulting in a production outage or prevents the Customer from using, or reasonably continuing to use the Kazuhm Platform/Application(s). Kazuhm will commence work on resolving the issue within one (1) business hour of receipt and will engage staff during business hours until an acceptable resolution is reached.
Initial response: (1) business hour
Follow-up: (2) business hours
HIGH - SIGNIFICANT BUSINESS IMPACT
Important features of Kazuhm are not working as designed or in a degraded state, creating negative impact on Customer productivity, and there are no acceptable, alternative solutions. Kazuhm will commence work on resolving the issue within four (4) business hours of receipt and will engage staff during business hours until an acceptable resolution is reached.
Initial response: (4) business hours
Follow-up: (8) business hours
NORMAL - MINIMAL BUSINESS IMPACT
Important features of Kazuhm are unavailable, but an alternative solution is available or non-essential features of Kazuhm are unavailable with no alternative solution. The Customer impact, regardless of product usage, is minimal loss of operational functionality or performance. Kazuhm will commence work on resolving the issue within eight (8) business hours of receipt and will engage staff during business hours until an acceptable resolution is reached.
Initial response: (8) business hours
Follow-up: (16) business hours
LOW - NO BUSINESS IMPACT
Customer submits a Kazuhm information request, enhancement, or documentation clarification which has no operational impact. Use of Kazuhm by the Customer is continuing and there is no negative impact on productivity. Kazuhm will provide an initial response regarding the request within one (1) business week.
Initial response: (1) business week
Follow-up: (4) business weeks
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