Support Policies

Sapper is committed to working with its Customers to promptly investigate and resolve tickets reported by its Customers. This Support Policy shall govern Sapper’s provision of support services to the Customer pursuant to the Support Plan level that the Customer has purchased or is otherwise entitled to.

The Customer is entitled to the Basic Support Plan as part of an active product subscription. The Customer may choose to purchase a Premium Support Plan for expanded support services as described in the document below.

Obtaining Support

  • Sapper will provide the Customer with support services for products for which the Customer has an active and current subscription.
  • Support hours are defined as the hours during which support is available during specified channels. The tables below provide the support hours per Plan for four (4) sample time zones. We have support offices in US, India and Mexico, and can support customers during the below hours in the timezone of their choice. Hours may be adjusted for Daylight Savings Time.
  • Standard Support is defined as the time period where standard support channels are available for support requests of any severity level. After Hours, Urgent Support is defined as the time period where support is available for urgent, system down issues via the phone support channel only.

Basic Support Plan

Time Zone Support Hours After Hours, Urgent Support
US Pacific    8 am – 5 pm Monday – Friday                     None
US Eastern  8 am – 5 pm Monday – Friday                     None
Greenwich 8 am – 5 pm  Monday – Friday                     None
Australian Eastern 8 am – 5 pm  Monday – Friday                     None

Premium Support Plan

Time Zone Support Hours             After Hours, Urgent Support
US Pacific  8am – 8pm Monday – Friday 8pm – 8am Sunday – Thursday, 8am – 5pm Saturday and Sunday
US Eastern 8am – 8pm Monday – Friday 8pm – 8am Sunday – Thursday, 8am – 5pm Saturday and Sunday
Greenwich 8am – 8pm Monday – Friday 8pm – 8am Sunday – Thursday, 8am – 5pm Saturday and Sunday
Australian Eastern 8am – 8pm Monday – Friday 8pm – 8am Sunday – Thursday, 8am – 5pm Saturday and Sunday

Support Channels

The table below describes the support channels available to the Customer per Customer Success Plan.

 Channel                Support Plan Level
           Basic       Premium                                   Details
Online                 ✔             ✔ Customers may access product documentation, ask and answer questions, and submit or view tickets 24×7 via Sapper Support Portal for the products to which they have an active subscription.
Chat                 ✔             ✔ Customers may submit support requests and have an interactive online conversation with a support representative during support hours via Instant Messenger Tools
Telephone             ✔ Eligible Customers may submit support requests by telephone at +1-888-554-3854 during support hours.

 

 

Severity Levels

Severity Levels are assigned to allow prioritization of incoming tickets. Sapper will work with the Customer to assign the appropriate severity level to a ticket according to the Severity Level definitions below. Sapper may reclassify the severity level of a ticket submitted by the Customer.

2.1.  Urgent Priority

  • System is down.
  • A critical business process is blocked, and there is no reasonable work around.

2.2.  High Priority

  • System is severely degraded but still operational.
  • A critical business process is performing poorly or has a bug, but there exists a reasonable work around.
  • A non-critical business process is blocked, and there is no reasonable work around.

2.3.  Normal Priority

  • System is not performing at peak levels but is still operational.
  • A non-critical business process is performing poorly or has a bug, but there exists a reasonable work around.

2.4.  Low Priority

  • A cosmetic change is needed.
  • An enhancement is requested.
  • All test, development, beta, sandbox, and other non-production related issues and requests. 

Target Response Times

The table below describes the target response time from Sapper to the Customer per severity level and Support Plan during support hours. These response times are calculated based on the applicable support hours associated with the Support Plan.

                                                                                 Support Plan Level
                                    Basic                                     Premium
Priority First Response Follow Up First Response Follow Up
Urgent 4h 1d 1h 12h
High 1d 1d 4h 12h
Normal 3d 2d 1d 2d
Low 5d 2d 1d

2d

 

What is Supported?

4.1.  General Questions & Answers (Q&A)

Examples include (but are not limited to):

  • I am exporting Training Completion records to my warehouse, but I keep getting the following error. What does it mean?
  • I am importing Customer Contacts, but the first and last name fields are not populating. How do I fix this?
  • For my ServiceNow integration, why won’t this item export from Workday to my ServiceNow instance?

4.2.  Software Bugs/Defects

A bug/defect is subject to review and Sapper may not provide a solution for the bug/defect or Sapper may choose to provide a solution for which additional charges may apply. For example,

  • The Bug/Defect is the result of a configuration change or enhancement to the application environment
  • The Bug/Defect represents a gap in functionality that was not explicitly included in the product or integration sold (as stated in a Quote, Proposal, Requirements Document, or Change Order).
  • The Bug/Defect is found in a solution for which the Customer does not have a subscription, such as a Workflow.

4.3.  Maintenance

Maintenance is defined as (i) field mapping updates; (ii) changes to integration flow schedules and configuration settings; (iii) updates of connections; (iv) resolution of errors.

4.3.1.  Maintenance Responsibility

The Customer is responsible for maintaining the product and its integration flows.

4.3.2.  Integration Apps and Productivity Tools

Maintenance of standard product functionality is included in the subscription. Custom integration flows that augment an Integration App or Productivity Tool are not considered standard product functionality and are treated as Custom Integrations.

4.3.3.  Field Mappings

All Customers are entitled to contact Sapper for field mapping requests. All field mapping requests are subject to review, and if the fields being requested are not easily mappable (for example, custom code is needed), additional charges may apply. These additional charges will be communicated to the customer for approval before any changes are made.

4.3.5.  Maintenance Exclusions

Maintenance does not include (i) product education (ii) monitoring and identifying errors (iii) developing new connectors (iii) setup of new transfer protocols, (iv) new requirements or business logic, (v) configuration or development of new integration flows. A request of this type is considered an enhancement or a services request.

4.4.  Enhancement Requests

An enhancement request is a request by the Customer to add functionality or enhance performance beyond the current specifications of the product. The Customer may submit an enhancement request via a support ticket. All enhancement requests are subject to review and Sapper may not provide a solution for an enhancement request.

Depending upon the nature of the enhancement request, it may be addressed in one of the following ways:

  • Product Enhancement: The enhancement may require a change to the core product feature set. As such, the product enhancement will be communicated to Sapper’s Product Development department for review and consideration. An enhancement request may or may not be selected as a feature to be built into the product.
  • Solution Enhancement: The enhancement may require a change to the configuration settings of the product or a custom solution previously implemented by Sapper. As such, the solution enhancement will be communicated to Sapper’s Support department for review and consideration. The work may require a new project and/or sales engagement, or if the request is small enough, it may be implemented from the context of the case and charged on a T&M basis. These classifications will be managed by Sapper and the results of any one request will be communicated back to the Customer. All enhancement requests are subject to additional charges.

 Exceptions to What is Supported

The following custom code that is not written by Sapper will not be supported:

  • Code in end point systems used to trigger or extend the integration functionality
  • Code residing in non-Sapper tech stacks

Customer’s Obligations

In order for Sapper to provide effective and timely support services, the Customer must provide Sapper with the following required information:

  • Active, working credentials to the Sapper product and, where applicable, the third party applications being integrated – via Sapper’s secure credential management system
  • Steps to reproduce the problem, expected results and actual results
  • Links to records that contain error messages and/or are in an invalid state
  • Screenshots and/or video representations of the problem are optional and extremely helpful