Effective from 1st March 2016
At GoPAD we pride ourselves on providing first class support to our customers. This page contains details about the scope of GoPAD Support.
1) Identifying and troubleshooting problems in the system.
2) Providing workarounds and solutions.
3) Creating bug reports.
4) Providing introductory resources and guidance for system configuration.
5) Upgrade assistance.
Support Does Not Include:
1) Customers without a paid account.
2) Product versions older than the current version.
3) Development requests.
4) Third-party application integrations.
5) Product Training.
6) Non-english language support.
Customers are first requested to visit our guidance at www.gopad.online
If an answer cannot be found there, General Support is available 5 days a week from 9 am - 5 pm Monday to Friday UK local time, by emailing firstname.lastname@example.org
We strive to respond to all emails for General Support within one working day.
Priorities and Commitments
The following issue classifications are used to drive the priority of a given issue, and a target resolution time. We do our best to meet the stated resolution times listed below, but cannot guarantee the resolution time, as it depends on many factors, including the nature of the issue, time for resolution once identified, and required testing time.
Priority Risk Definition - Target Resolution Time (TRT).
P1 - Critical Risk:
Definition: Stops normal business operations, no work-around exists.
TRT: Look into issue within 1 working day and determine issue/resolution. Once fix is completed and tested, a Patch will be applied to the target environment.
P2 - High Risk:
Defintion: Affects business operations, and a work-around exists.
TRT: Log issue and fix in next scheduled release.
P3 - Low Risk:
Defintion: Does not affect business operations
TRT: Issue logged and will be fixed in a future release
Fixing Bugs and Providing Patches
We will help with workarounds and bug reporting Patches are issued for current versions. High priority bugs will generally be fixed in the next maintenance release. Non critical bugs will be scheduled according to a variety of considerations.
End of Life Policy
We support the current app store version of the GoPAD app. Customers running older versions of GoPAD are not supported, unless the request is to assist in upgrading to the current supported version.