Maintenance & Support
Congratulations! You’ve automated AP. Next, ensure that MineralTree is properly optimized for your environment. And we are here to answer your questions regarding the software and address issues promptly.
MineralTree solutions are available 24×7 with a minimum uptime of 99% measured quarterly, excluding scheduled maintenance windows.
MineralTree (the company) will provide application and technical advice and assistance on the use of the licensed software (“Software”) according to severity. Furthermore, the company will do its best to meet all target times noted below. Note that to best resolve problems, you must provide a contact person who will cooperate with MineralTree to identify and support resolution. To resolve an issue efficiently, MineralTree may request remote access to your software. And we will cooperate to establish the required network connections using best practices for security in all cases, to comply with both of our network security policies.
|Severity 1||Severity 2||Severity 3||Severity 4|
|Description||Production system is down or inoperable||System is operational but problem prevents user from using software as intended||General technical problems related to non-critical functionality creates inconvenience or performance problems||General technical questions not covered in product documentation.|
|Target Response||Within 1 hour||Within 2 hours||Within 12 hours||Within 12 hours|
|Reporting Frequency of updates||Hourly||Twice daily||Every 3 business days||Every 2 weeks|
|Target Resolution||24X7 until resolved||12 hours for work-around and 10 days resolution||2 business days for work-around and 30 days for resolution||Next release|
Target response time is measured from the time you notify MineralTree of the defect (through one of the available channels) with sufficient information enabling MineralTree to identify the error.
MineralTree provides all bug fixes, minor releases, major releases and enhancements to the software, which it makes generally available to its other customers at no additional fee. Maintenance and support is provided for current software versions only. Current is defined as (a) the two most current “minor” releases of the current major version; and (b) the last released “minor” release of the previous major version. Note that major releases and new products for which MineralTree charges separate fees are not included in Maintenance and Support.
MineralTree’s change windows for updates to the production environment (the “Change Window”) are scheduled between 9pm Friday and 9pm Sunday EST and shall not exceed 16 hours per month. Application updates are strictly controlled and preceded by 5 days notice.