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Support and Maintenance Terms

Annual support

Annual support includes:

  • Software maintenance, which includes maintenance releases, enhancements, new versions, additions and modifications to Assessforce that Globain LLC provides to all other Assessforce customers under support for no additional fee.

  • Technical support to enable client users to report issues encountered in using Assessforce.

  • Bug fixes to bring Assessforce into substantial conformance with the current user guide.

Using embedded functionality to report issues

Assessforce incorporates functionality for client users to report and track issues they encounter.  Because Assessforce is integrated to our defect reporting, tracking and resolution software, our technical support and development teams will be immediately notified of all and any issues logged by client users.  Additionally, client users will be able to check the status of a previously reported defect in Assessforce.

 

Client users will be trained on reporting issues using Assessforce’s embedded issue reporting functionality.  They should report all issues regardless of the severity of the issue using this functionality.  We define 3 severity levels for software issues:

  • Severity 1 – Assessforce substantially fails to perform

  • Severity 2 – Substantial degradation in the performance of Assessforce

  • Severity 3 – Minimal to no impact on the availability or performance of Assessforce

Notifying your designated consultant of severity 1 and 2 issues

Each one of our clients is assigned a designated Assessforce consultant.  This will typically be a consultant who has worked on the implementation of Assessforce for a given client and has intimate understanding of how Assessforce was configured and customized for the client.  In addition to reporting all issues using Assessforce’s embedded functionality, the client point-of-contact will contact the designated Assessforce consultant to notify the consultant of severity 1 and 2 issues.  The designated Assessforce consultant will promptly diagnose and troubleshoot severity 1 and 2 issues and coordinate resolution of these issues with our technical support and development teams.  The Assessforce consultant will also communicate progress of issue resolution while severity 1 and 2 issues are being addressed.

Target response goals

We target the following issue response times:

  • Severity 1 – 1 hour

  • Severity 2 – 2 hours

  • Severity 3 – 3 days

Deployment of bug fixes and software maintenance

Deployment of bug fixes and software maintenance shall be scheduled in consultation with the client.

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