[cs_content _p=’626′][cs_element_section _id=”1″ ][cs_element_layout_row _id=”2″ ][cs_element_layout_column _id=”3″ ][cs_element_headline _id=”4″ ][cs_content_seo]SUPPORT POLICY\n\n[/cs_content_seo][cs_element_headline _id=”5″ ][cs_content_seo]Updated on December 8, 2023\n\n[/cs_content_seo][/cs_element_layout_column][/cs_element_layout_row][/cs_element_section][cs_element_section _id=”6″ ][cs_element_layout_row _id=”7″ ][cs_element_layout_column _id=”8″ ][cs_element_raw_content _id=”9″ ][cs_content_seo]PLATFORM
FEATURES
STAGE+ is offered on subscription model and includes user support, bug fixes, improvements and updates. To learn more about adding new features, refer to the “FEATURE” tab.
Support scope
For the entire duration of your subscription to STAGE+, all problems (bugs) caused by the
platform will be corrected free of charge and as soon as possible. KIWI will determine based on the
severity and planning of platform updates, when a correction will be
available.
SPECIFICATIONS
BASIC
PLAN
PLUS
PLAN
Initial incident response time 1
normal
2X faster
Incident resolution time
normal
2X faster
Access to our support portal
Access to guides and documentation
Access to interim versions
Annual cost 2
Included
$
1 KIWI Technologies may downgrade the level of
severity if the client is unable to provide the resources or answers
adequate skills allowing KIWI Technologies to continue its efforts to
resolution of the incident.
2 The PLUS Plan is offered optional. Its cost
East 20% of the annual subscription fees.
Impact and urgency
Incidents are handled in an order determined by three measures available in the ticket.
support:
Impact is the potential impact of an unresolved issue on the company’s ability to operate
effectively carry out its activities or provide its services.
Urgency is the speed deemed appropriate to resolve a problem of a given impact.
Priority is how quickly the service center should resolve the issue.
IMPACT
1. Extended
All users of the application are impacted. A critical service is
impacted.
2. Important
A majority of users are affected by the incident. Non-critical service isimpacted.
3. Moderate
Several users or workgroups are affected.
4. Minor
One or a few users affected.
URGENCY LEVEL
1. Critical
Affects an entire service, resulting in the inability to perform/deliver services
functions of the service. No workaround is available.
2. High
Affects a user’s ability to perform a function essential to their role
and its standard business operations.
3. Medium
Moderately affects a user’s ability to perform functions in the
framework of his role.
4. Low
Does not prevent the user from performing a function or workaround
is available.
How impact and urgency determines priority
Impact / Urgency
1. Critical
2. High
3. Medium
4. Low
1. Scope
P1
P2
P2
P3
2. Important
P2
P2
P3
P4
3. Moderate
P2
P3
P4
P4
4. Minor
P3
P4
P4
P4
Service Level Agreement (SLA)
During a priority 1 and 2 incident, the customer must allocate appropriate resources to assist
the STAGE+ team throughout the resolution. If these resources cannot be allocated, the team
support may not be able to meet the service level agreement (SLA).
Unless otherwise indicated, the durations indicated in the table below are calculated according to the
business hours and exclude holidays.
Priority level
Initial response
Resolution
Initial response (PLUS)
Resolution (PLUS)
P1
1hr
8hr
30min (24×7)
4hr (24×7)
P2
2hr
2d
1hr
1d
P3
8hr
4hr
4hr
2d
P4
4d
10d
8hr
5d
The CUSTOMER can request new features for their specific needs and KIWI will propose a cost that reflects their financial effort. For all new features submitted by the CLIENT at the request of the Ministry of Health and Social Services of Quebec (MSSS) or Santé Québec, KIWI will equitably distribute its financial effort to all establishments subject to it.
\n\n[/cs_content_seo][cs_element_layout_row_2 _id=”10″ ][cs_element_layout_column_2 _id=”11″ ][cs_element_headline _id=”12″ ][cs_content_seo]Bilingual support\n\n[/cs_content_seo][cs_element_text _id=”13″ ][cs_content_seo]Support is available in English and French during our business hours.
Business Hours
Monday – Friday 8h30 am – 5 pm
Summer hours
from June 1st to August 31st
Monday – Thursday 8h30 am – 5 pm
Friday 8h30 am – Noon
Toll Free 1 855 274-1118
\n\n[/cs_content_seo][cs_element_gap _id=”14″ ][/cs_element_layout_column_2][/cs_element_layout_row_2][/cs_element_layout_column][/cs_element_layout_row][/cs_element_section][/cs_content]