SUPPORT POLICY
Updated on December 8, 2023
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 (24x7) | 4hr (24x7) |
| 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.