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Cipherise Success & Support Services
Priority Levels
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Standard
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Enterprise Support
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Support Access
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Support Coverage
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Business hours
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Enterprise-grade (24x7)
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Support Contact
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Email service
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Priority web & phone
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Case Assignment
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Standard
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Priority
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Cipherise Knowledge Hub Access
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Engagement Manager
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Named Client Success Manager
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Access to training specialists
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(remote)
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Change Management
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Periodic Health Checks
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Business Reviews
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Semi-Annual
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Beta Feature Invitation
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Onboarding
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Welcome Content & End User Guides
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Onboarding Webinar
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Deployment Advisor
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Cipherise will establish the priority level of each reported support request, classified as follows (each, a “Priority Level”):
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Priority Level
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Description
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Example
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Level 1
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A severe impact software issue that can't be easily bypassed, affecting all users and limiting the customer's ability to perform essential business functions.
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The service is currently unavailable to all users in production, preventing users from registering, authenticating, or de-registering.
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Level 2
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This is a significant software issue that makes it difficult for the customer to use the software for essential business functions and affects over half of the users, with the software crashing or hanging in production.
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Over 50% of users are being affected by failures in consistent response or non-response of production servers, preventing them from registering, authenticating, or de-registering.
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Level 3
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This is a moderate-impact software issue that affects more than half of the users. It limits the customer's ability to perform essential functions using certain parts or features of the software, but it can be reasonably bypassed.
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Registering, authenticating, and de-registering require workarounds for 50% or more of the users.
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Level 4
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Small impact on functionality or performance in production or non-production. Affects some users. Automatically allocated for testing issues.
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Some non-critical features malfunction, preventing completing actions. Product occasionally fails; retries fail too.
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Level 5
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A trivial request for information or to address a minor, non-material issue with no impact.
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Feature requests, activities for users to follow.
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Response Times
Enterprise Support Service – 24 x 7 x 365 hours
Standard Support Response Time for the Service during Australian Eastern Standard Business Hours
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Priority Level
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Issue Acknowledgement
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Subsequent Updates
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Level 1 - Enterprisse ,Level 1 - Standard
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1 Hour, 4 Business Hours
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2 Hours ,12 Business Hours
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Level 2 - Enterprise, Level 2 - Standard
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3 Hours ,12 Business Hours
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6 Hours ,24 Business Hours
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Level 3 - Enterprise ,Level 3 - Standard
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12 Hours, 24 Business Hours
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12 Hours ,72 Business Hours
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Level 4 - Enterprise, Level 4 - Standard
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24 Business Hours,24 Business Business Hours
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48 Business Hours 72 Business Business Hours
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Response Times by Cipherise
Cipherise will address all support requests from the customer using customer-provided information in the designated support response times. Communication is through the nominated client-designated support contact.
Resolution by Cipherise
Cipherise will strive to solve errors within the designated time frame using an agreed-upon action plan. If the error cannot be resolved within the designated time frame, Cipherise will communicate any available solutions. Both parties will work together to resolve the issue at hand.
Client Delegated Support Representative
Cipherise will strive to solve errors within the designated time frame using an agreed-upon action plan. If the error cannot be resolved within the designated time frame, Cipherise will communicate any available solutions. Both parties will work together to resolve the issue at hand.