Support level targets

Dash is proud of its record of providing prompt, high quality support and maintenance services to its customers. These published service levels are designed to help our customers and support centers to correctly prioritize and manage support calls. When contacting support, it would be very helpful if customers could indicate the severity level.

End users should report the problem directly to support and provide all information, data and other files necessary to reproduce the problem.

In the case of OEM customers, OEM will initially respond to End-User problems. If an OEM is unable to solve a problem and can demonstrate (for example by replication) that the source of the problem is within Xpress-MP, then OEM will notify support and provide the all information, data and other files necessary to reproduce the problem.

These support level targets apply to all platforms supported for Xpress-MP.

Dash welcomes suggestions for improvements and new features. It would be very helpful if customers could send these by e-mail to rather than the support team.

Severity Levels: [1] [2] [3] [4] [Definitions]

Severity Level 1
As a result of a fault within Xpress-MP:

an essential business application has stopped working
progress on a business critical development project has ceased

Response Time	Resolution Time	Fix Time
4 Business Hours	2 Business Days	10 Business Days

Severity Level 2
As a result of a fault within Xpress-MP:

there are problems with an essential business software application
an important business application has stopped working
there are problems with a business critical development project
progress on an important development project has ceased

Response Time	Resolution Time	Fix Time
4 Business Hours	4 Business Days	20 Business Days

Severity Level 3
As a result of a fault within Xpress-MP:

there are problems with an important business application
there are problems with an important development project

Response Time	Resolution Time	Fix Time
1 Business Day	10 Business Days	30 Business Days

Severity Level 4
As a result of a fault with Xpress-MP there are problems with non-important business applications and/or development projects.

Response Time	Resolution Time	Fix Time
1 Business Day	15 Business Days	45 Business Days

Definitions

Response time means the amount of time, beginning upon such notification to support of the software error or issue, to respond to the customer by e-mail with an acknowledgement of the issue and tracking number associated with the issue submitted to Dash Optimization. We aim to meet the target in 95% of calls.
Resolution time means the amount of time, beginning upon initial notification to support of the software error or issue, until Dash Optimization conveys a workaround to the software error or issue or closes it. We aim to meet the target in 90% of calls.
Fix time means the amount of time, beginning upon initial notification to support of the software error or issue, until Dash Optimization issues a permanent correction to the software error or issue for program errors. We aim to meet the target in 80% of calls.