Support Policies
Response Goals
A Level 1 MQSoftware support analyst responds to the customer, depending on the method used for reporting, either immediately (phone) or within 2 hours (e-mail or fax).
For customers with extended 24×7 support, MQSoftware provides a pager service for Critical severity problems outside of normal business hours. In these cases, a Level 1 MQSoftware support analyst responds to the customer, via phone, within 2 hours. The Level 1 support analyst attempts to resolve or duplicate the issue at that time. Concurrently, a tracking number is assigned and the support analyst works with the customer to verify the severity level of the problem. This tracking number is used to identify the issue throughout the lifecycle of the resolution.
If the problem cannot be determined, or a workaround cannot be identified, a Level 2 support analyst is engaged to attempt to duplicate the problem. During this stage of the process, our support staff will involve a Quality Assurance analyst in this effort if necessary. Any issues not resolved at this level are escalated to MQSoftware’s R&D maintenance staff for review and corrective action in a subsequent patch or maintenance release.
Problem Resolution Goals
MQSoftware strives to deliver quality software in all cases. In the event of a software failure, our goal is to get the customer functional as quickly as possible. In the case of Critical Issues, problems not resolved by Support are escalated to R&D the day they are reported.
Any proposed software change is put through a rigorous regression test process that can take up to two weeks to complete. In the rare case of a critical problem, in order to get a customer functional more quickly, MQSoftware may release a “hot fix” that has been through only minimal testing. In general, this practice is avoided, as MQSoftware strives to provide high quality, fully tested software. This policy helps protect both the customer and MQSoftware. MQSoftware is diligent in controlling its release process and in making upgrades to code.
Problem Classifications
For purposes of problem classification, the severity codes, definitions, and responses are listed below.
- Critical
- Customer’s application is down as a result of this problem and no workaround exists. Possible corruption of user data or failure in customer’s production application.
For Critical problems, MQSoftware targets to provide the customer with a program fix or work-around as soon as possible, but within 5 days once the problem is reproduced and identified. Upon request, MQSoftware will provide a limited-tested “hot fix” before full testing is complete. MQSoftware provides at least daily updates to the customer for all Critical level problems until resolution.
- Major
- Customer’s application is moderately impacted as a result of this problem and no workaround exists. Customer application is functional but impacted.
For Major problems, MQSoftware targets to provide the customer with a program fix or work-around as soon as possible, but within 10 days once the problem is reproduced and identified.
- Moderate
- Customer’s application is minimally impacted and the system has not failed. The problem can be circumvented (workaround) or it does not hinder normal operation.
For Moderate problems, MQSoftware targets to provide the customer with a program fix or work-around as soon as possible, but within 60 days once the problem is reproduced and identified.
- Minor
- Customer’s application is not impacted, or the problem represents a minor issue where a workaround is readily available.
For Minor problems, MQSoftware targets to provide the customer with a program fix or work-around as part of the next release or a future release.
- Requirement
- Customer is requesting an enhancement or functionality that does not match the specifications of the product.
New Requirements are added to the database for consideration in a future release.