Technical Support Services
Esker Technical Support Description
Esker provides remote standard technical support during Esker’s regular business hours which are detailed in your Esker on Demand agreement (9:00 a.m. - 6:00 p.m., Central Europe Time; 9:00 a.m. - 5:00 p.m., Australia Eastern Standard Time; 9:00 a.m. - 6:00 p.m., Singapore Time; Monday through Friday).
For the purposes of this Agreement, “Problem” means any reproducible incident that occurs during the execution of the Service. Customer will register its request directly on the Support Hub portal. On the Support Hub portal, Customer submits its support case with the desired Priority Level of Problem to be resolved. Then, Esker creates a ticket number (“Ticket Number”) which identifies the persons making and receiving the request, the date and time of the request, and a brief description including the Priority Level of Problem to be resolved.
Issuance of Problems
The Customer shall provide the following information in order to assist Esker in reproducing the Problem: (1) a description of the Problem (“the Incident report”) and the feature that Customer cannot enable; (2) the different steps to replicate the conditions; and (3) any and all error messages associated with the Problem. Esker may request any additional information to fulfill the creation of the Ticket Number.
Esker recognises four (4) Problem Priority Levels:
Level 1: Critical Business Impact. All of Customer’s users cannot reasonably continue to use the Service. Esker shall work continuously during its business hours until the Problem is resolved or a workaround is provided to Customer in order to restore Service functionalities. To this effect, Customer shall make available its technical personnel in order to answer any question raised by Esker and to test and implement corrections.
Level 2: System Degradation. One or more features of the Service are affected, causing disruption of its normal functioning. “System Degradation” is defined as the Service is operable but processing is impeded causing disruption to normal production workflow.
Level 3: System Inconsistencies. One or more minor features of the Service are affected, causing a minor disruption of its normal functioning. “System Inconsistencies” is defined as all of the Service capabilities are available but there are one (1) or more capabilities producing inconsistent results. Customer incurs minor loss of operational functionalities or implementation resources.
Level 4: Minor problems. Customer requests information or clarifications regarding the Service, but there is no impact on the operation of the Service. The Problem does not result in a disruption of the Esker Service.
Esker has the following target of resolution times starting from creation of the Ticket Number: 4 hours for Level 1 Problems; 48 hours for Level 2 Problems; 72 hours for Level 3 Problems; one week for Level 4 Problems.
Esker will close the Problem with the Customer’s approval. Esker shall allocate a priority level to each Problem in order to deliver the highest possible quality of service but cannot guarantee a resolution within the specified timeframe.
Exclusions
The technical support services shall not include: (1) the setup Services for the implementation of the Service and any evolution request regarding these setup services, (2) any intervention related to the hardware, software and peripherals installed in association with the Service, (3) training or skills handover and (4) any intervention due to Service that has been modified, altered, or damaged by Customer without Esker's authorisation.
Any request regarding excluded services may be submitted to Esker and subject to the conclusion of a separate agreement and supplementary invoicing.