Support Services Description

Customer responsibilities, Support Plans, Product and Support SLA, and Escalations.

                                                                                                        Picture 1. Dooap Support Process Chart

 

A Critical Support Service Request may result in a patch release. If the patch release cannot wait until the planned maintenance window (https://help.dooap.com/knowledge/release-policy-and-timeline), it will be delivered to production environment as an urgent patch. Urgent patching related downtimes are communicated as early as possible while retaining the capability to perform patching when needed.

2. Support plans

2.1 Time & Material based Support Plan

Service Desk 8AM-4PM (Central US Time & Eastern European Time)

• Minimum charge: 0.5h / request
• No charge if the root cause is a bug or error in Dooap solution

Service	Charge
Delivering the D365 package updates to pre-definied recipients  Access to Dooap Knowledgebase and Support Portal	No Charge
Service Requests may, but not limited to, include: User guidance, instructions, investigation Maintaining Power BI report access Additional training sessions or customer specific documentation​ Changes to existing Dooap configuration or new setups​  Managing corrupted/unsupported email invoices through Dooap Capture Maintaining Dooap UAT data based to D365 UAT refresh proceedures Modifications & customizations in Dooap (handled via Change Request process which is either defined as fixed price or T&M)​ Troubleshooting of issues where the root cause is identified in D365 or any other 3rd party software​ (Example: Customer, Customer’s partner or Microsoft makes changes to D365 configuration which cause Dooap to malfunction.​)	T&M charge

 

2.2 Fixed Fee Support Plan

Service Desk 8AM-4PM (Central US Time & Eastern European Time)

• 10 service requests per month (from named key users)​

Service	Included
Delivering and coordinating Dooap version updates (incl. D365 package) Access to Dooap Knowledgebase and Support Portal Maintaining Power BI users and Dooap communications recipients ​ Review and training of new Dooap features (published in version updates)​	Yes
Additional training sessions or customer specific documentation​ Changes to existing Dooap configuration or new setups​ Modifications & Customizations (handled via change request process)​ Troubleshooting of issues where the root cause is identified in D365 or any other 3rd party software​ (Example: Customer, Customer’s partner or Microsoft makes changes to D365 configuration which cause Dooap to malfunction.​)	No*

*Items not included in the plan will be charged T&M with the hourly rate defined in the signed Agreement. ​

 

3. Service Level Agreement

3.1 Product SLA

During the Term of the Agreement, the Products will be operational and available to Customer at least 99.5% of the time in any calendar month, excluding the planned maintenance breaks. Service availability is determined by external monitoring system calling Dooap environment health API every minute. If this health check fails, that minute is considered unavailability. This check considers that Dooap service and its major components are operational and accessible through public internet. Customer can access the real-time and historical uptime status from: http://status.dooap.net.

 

Definitions. The following definitions shall apply to this Service Level Agreement: 

"Downtime" occurs if there is more than a five percent user error rate. Downtime is measured based on server-side error rate. Downtime excludes errors and system availability issues caused by factors out of Company’s control such as, but not limited to, connectivity issues and Microsoft Azure.

"Monthly Uptime Percentage" means total number of minutes in a calendar month minus the number of minutes of Downtime suffered in a calendar month, divided by the total number of minutes in a calendar month. 

"Service" means the Products and related services provided by Company to Customer under the Agreement. 

 

3.2 Support Service SLA 

All support requests will be submitted through a support email or CRM portal provided by Dooap. All communication (including documentation) will be in English. Dooap distinguishes between three severity levels for functional and technical Support. The severity is determined (below) by Dooap (but may be reclassified by Dooap to the extent relevant, acting reasonably).

“Response Time Target” means the elapsed time between Dooap’s receipt of a support request and the time until Dooap begins its support, including a verbal or written confirmation to Customer thereof.

“Resolution Time Target” means the elapsed time between Dooap’s receipt of the support request and the time until the issue is resolved. 

Time Targets are measured during business hours. The severity levels and Response Times Targets are as follows: 

Severity level	Description	Expected answer	Response Time Target	Resolution Time Target
Critical (severity 1)	Customer’s production system is at a halt and the Customer is unable to process data through the Products because of a critical event in this software or in a critical processing period for the Customer.	Upon acceptance, confirmation of the period of execution and then Execution of the service as soon as possible	4 h	8 h
High (severity 2)	A non-critical error in the Products that affects the daily operations of the Customer’s business, where the Customer can continue to run the system and/or application or a workaround is available, however only with a high level of complexity or difficulty.	Upon acceptance, confirmation of the period of execution and then execution of the service within the agreed time	16 h	40 hours
Normal (severity 3)	A non-critical error in the Products that affects the daily operations of the Customer’s business, where the Customer can continue to run the system and/or application or a workaround is available without no or little complexity or difficulty.		40 h	80 hours

3.3 Escalation

The Customer will, in the first instance, escalate support requests to the service desk team leaders using the escalation e-mail address provided by Dooap. In the event of the Customer being dissatisfied with the service level in relation to one or more matters, the Customer may then escalate the issue to the Contact person defined in the Agreement.

In the event that this Service Level Agreement is breached by Company, it shall be a default of Company under the Agreement, and Company may elect, in addition to any other remedies available to Company, to receive an appropriate credit (as mutually agreed by Company and Customer in good faith based on the length and severity of such breach) against future product or service fees.