[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<\/p>\n
FEATURES<\/p>\n
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.
\n Support scope
\n For the entire duration of your subscription to STAGE+, all problems (bugs) caused by the
\n platform will be corrected free of charge and as soon as possible. KIWI will determine based on the
\n severity and planning of platform updates, when a correction will be
\n available.<\/p>\n
SPECIFICATIONS
\n BASIC
\n PLAN<\/p>\n
PLUS
\n PLAN<\/p>\n
Initial incident response time 1
\n normal
\n 2X faster<\/p>\n
Incident resolution time
\n normal
\n 2X faster<\/p>\n
Access to our support portal<\/p>\n
Access to guides and documentation<\/p>\n
Access to interim versions<\/p>\n
Annual cost 2
\n Included
\n $<\/p>\n
1 KIWI Technologies may downgrade the level of
\n severity if the client is unable to provide the resources or answers
\n adequate skills allowing KIWI Technologies to continue its efforts to
\n resolution of the incident.
\n 2 The PLUS Plan is offered optional. Its cost
\n East 20% of the annual subscription fees.<\/p>\n
Impact and urgency
\n Incidents are handled in an order determined by three measures available in the ticket.
\n support:<\/p>\n
Impact is the potential impact of an unresolved issue on the company’s ability to operate
\n effectively carry out its activities or provide its services.
\n Urgency is the speed deemed appropriate to resolve a problem of a given impact.
\n Priority is how quickly the service center should resolve the issue.<\/p>\n
IMPACT<\/p>\n
1. Extended
\n All users of the application are impacted. A critical service is
\n impacted.<\/p>\n
2. Important
\n A majority of users are affected by the incident. Non-critical service isimpacted.<\/p>\n
3. Moderate
\n Several users or workgroups are affected.<\/p>\n
4. Minor
\n One or a few users affected.<\/p>\n
URGENCY LEVEL<\/p>\n
1. Critical
\n Affects an entire service, resulting in the inability to perform\/deliver services
\n functions of the service. No workaround is available.<\/p>\n
2. High
\n Affects a user’s ability to perform a function essential to their role
\n and its standard business operations.<\/p>\n
3. Medium
\n Moderately affects a user’s ability to perform functions in the
\n framework of his role.<\/p>\n
4. Low
\n Does not prevent the user from performing a function or workaround
\n is available.<\/p>\n
How impact and urgency determines priority<\/p>\n
Impact \/ Urgency
\n 1. Critical
\n 2. High
\n 3. Medium
\n 4. Low<\/p>\n
1. Scope
\n P1
\n P2
\n P2
\n P3<\/p>\n
2. Important
\n P2
\n P2
\n P3
\n P4<\/p>\n
3. Moderate
\n P2
\n P3
\n P4
\n P4<\/p>\n
4. Minor
\n P3
\n P4
\n P4
\n P4<\/p>\n
Service Level Agreement (SLA)
\n During a priority 1 and 2 incident, the customer must allocate appropriate resources to assist
\n the STAGE+ team throughout the resolution. If these resources cannot be allocated, the team
\n support may not be able to meet the service level agreement (SLA).
\n Unless otherwise indicated, the durations indicated in the table below are calculated according to the
\n business hours and exclude holidays.<\/p>\n
Priority level
\n Initial response
\n Resolution
\n Initial response (PLUS)
\n Resolution (PLUS)<\/p>\n
P1
\n 1hr
\n 8hr
\n 30min (24×7)
\n 4hr (24×7)<\/p>\n
P2
\n 2hr
\n 2d
\n 1hr
\n 1d<\/p>\n
P3
\n 8hr
\n 4hr
\n 4hr
\n 2d<\/p>\n
P4
\n 4d
\n 10d
\n 8hr
\n 5d<\/p>\n
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 Sant\u00e9 Qu\u00e9bec, KIWI will equitably distribute its financial effort to all establishments subject to it.<\/p>\n
\\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.<\/p>\n
Business Hours
\nMonday – Friday\u00a08h30 am \u2013 5 pm<\/p>\n
Summer hours
\nfrom June 1st to August 31st
\nMonday – Thursday\u00a08h30 am \u2013 5 pm
\nFriday\u00a08h30 am \u2013 Noon<\/p>\n
Toll Free\u00a01 855 274-1118
\n\\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]<\/p>\n","protected":false},"excerpt":{"rendered":"
[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 […]<\/p>\n","protected":false},"author":2,"featured_media":0,"parent":0,"menu_order":5,"comment_status":"closed","ping_status":"closed","template":"template-blank-4.php","meta":{"footnotes":""},"class_list":["post-626","page","type-page","status-publish","hentry"],"_links":{"self":[{"href":"https:\/\/stageplus.ca\/en\/wp-json\/wp\/v2\/pages\/626","targetHints":{"allow":["GET"]}}],"collection":[{"href":"https:\/\/stageplus.ca\/en\/wp-json\/wp\/v2\/pages"}],"about":[{"href":"https:\/\/stageplus.ca\/en\/wp-json\/wp\/v2\/types\/page"}],"author":[{"embeddable":true,"href":"https:\/\/stageplus.ca\/en\/wp-json\/wp\/v2\/users\/2"}],"replies":[{"embeddable":true,"href":"https:\/\/stageplus.ca\/en\/wp-json\/wp\/v2\/comments?post=626"}],"version-history":[{"count":12,"href":"https:\/\/stageplus.ca\/en\/wp-json\/wp\/v2\/pages\/626\/revisions"}],"predecessor-version":[{"id":1016,"href":"https:\/\/stageplus.ca\/en\/wp-json\/wp\/v2\/pages\/626\/revisions\/1016"}],"wp:attachment":[{"href":"https:\/\/stageplus.ca\/en\/wp-json\/wp\/v2\/media?parent=626"}],"curies":[{"name":"wp","href":"https:\/\/api.w.org\/{rel}","templated":true}]}}