Support and Maintenance Terms of Service
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Appvia offers two subscription plans for its products:
- Standard
- Enterprise
Customers must have an active subscription to one of these plans to be able to access any support services provided by Appvia.
When a customer activates a product subscription, Appvia will onboard the customer's primary support contact to the Appvia Support Portal. Customers will then be able to provide access to the support portal to additional contacts. This will enable those customer contacts to obtain technical support and guidance on using Appvia products.
Service level agreements (SLAs)
The following are the definitions and priority levels referred to in the SLAs for the Standard and Enterprise subscription plans.
Definitions
| Term | Description |
|---|---|
| Response | The time interval from when a customer raises a new issue, to when an Appvia support agent acknowledges the request and starts work on it |
| Normal Business Hours | 9am - 5pm local UK time, Monday to Friday excluding UK Bank Holidays |
| Enhanced Support Hours | 24 hours a day, 7 days a week, including UK Bank Holidays |
Priority levels
| Priority Level | Description |
|---|---|
| P1 Production System Unavailable | This relates to an error in, or failure of, Terranetes in a production environment that results in a complete loss of service, such as: - The Terranetes Controller is not running successfully. - Production Cloud Resources cannot be provisioned or modified via the Terranetes Controller. |
| P2 Production System Critically Impaired | This relates to a system defect in the Terranetes Controller in a production environment. This covers: - A critical error for which a work-around exists - A non-critical error in Terranetes that materially impacts the operations of the customer's business. |
| P3 System Impaired | This relates to an isolated or minor error in Terranetes that: - Does not significantly affect Terranetes functionality - May disable only certain non-essential functions - Does not materially impact the customer's business |
| P4 General Issue | This includes questions around the use of Terranetes, feature requests, and general technical support specifically pertaining to the product. |
When a support ticket is raised
On raising a ticket, customers provides an initial priority level based on their initial understanding. The Appvia Support Team then determines if the ticket has a correct priority level, and may increase or decrease the assigned priority level where appropriate. In the event that the priority level is changed, this will be communicated to the customer on the ticket.
Subscription plans
The following are response times and business hours for the Standard and Enterprise subscription plans. See Definitions and Priority levels above for more details.
Standard Plan
The following are response times and business hours for the Standard subscription plan.
| Priority Level | Response | Business Hour Definition |
|---|---|---|
| P1 | 4 hours | Normal Business Hours |
| P2 | 1 day | Normal Business Hours |
| P3 | 2 days | Normal Business Hours |
| P4 | 5 days | Normal Business Hours |
Enterprise Plan
The following are response times and business hours for the Enterprise subscription plan.
| Priority Level | Response | Business Hour Definition |
|---|---|---|
| P1 | 1 hour | Enhanced Support Hours |
| P2 | 4 hours | Enhanced Support Hours |
| P3 | 1 day | Normal Business Hours |
| P4 | 2 days | Normal Business Hours |
Support Scope
In Scope
The following requests for support are in scope and covered by the Appvia Support Team.
- Installation of the Terranetes Controller
- Configuration of Terranetes (including cloud access, policies, resource plans)
- General use of Terranetes and its native features (including tnctl CLI and interactions via Terranetes CRDs)
- Incidents and bugs directly relating to the use of Terranetes
Out of Scope
The following requests are out of scope for the Appvia Support Team, however, they can be provided under a Professional Services offering if required.
- Support for incidents caused by the customer due to the misuse of Terranetes or use of unofficial releases (e.g. forks)
- Support outside of Appvia working hours based on the customer's subscription plan
- General support relating to using Kubernetes, OpenTofu or Terraform