Support plan coverage

When you acquire an Athento subscription, depending on what kind of subscription plan you’ve got, you have a specific kind of support. Your contract (or the welcome e-mail you received from us) can tell you what kind of plan you’ve got. On the Athento pricing page, you can also see the different kinds of support plans that are available. The type of coverage that you have or SLA (Service Level Agreement) depends on which support plan you have purchased.

What kind of support plan do I have: Preventive, Corrective or Evolutionary?

Athento’s support will never be Evolutionary. Quite the opposite: Athento’s support is, by nature, preventative and corrective, because:

It will help the client solve their own incidents or problems, using the application (Corrective).
It will solve bugs or problems that have been detected, even if the client hasn’t reported the incidents using the software. That means that it’ll try to avoid that incidents even happen in the first place. (Preventative)

Below, we’ll explain how the different aspects of the coverage of your support plan work.

When will my requests be solved? Maximum Response Time

Depending on your support plan, you’ll have hired a "Maximum Response Time (TMR)". The maximum response time indicates the time in which we are committed to responding to your support requests. This time will be affected by the priority of the issue (i.e., it’ll depend on how critical the request is to you and your team). Later, we’ll explain how that affects the priority of the support request to your TMR.

What support channels are there (Ways to contact us)

Your support plan will have several "Contact Methods (MC)" available. Contact methods are those tools or channels that you can use to file your requests. The contact methods Athento offers are:

Provide Feedback button: The button that appears on the product interface and which can be used to activate all support tickets.
Support Center: This is the web page where you can follow every move of your request. Go to Support Center.
Telephone: Our technical support personnel are just a phone call away.

Will I always have the latest version of Athento? Software updates

As long as your support plan is active, you will have the latest version of Athento at your disposal. This will help you solve bugs on the platform, acquire new functionality and have the greatest possible stability and robustness. You will not pay any extra fees for new versions. The updates included in the plan will always include hot fixes and minor versions. Should hours of professional services be required to perform the upgrades, they may not exceed the hours of service included in the support plan unless they are budgeted for separately. Data migrations on upgrades to higher versions are not included within the support plan, and must be payed for separately (as a guideline, migrations have a working estimate of between one and two days but each case is different). These conditions are extended to support the document repository in the event that either Alfresco or Nuxeo are being used, if either has been distributed together with Athento.

Product updates are included for Cloud clients, including major versions. Athento will update the instances of production of its cloud service after determining that the new version is ready to be used in production. To perform updates, Athento will notify the customer in advance of any changes in the version, as well as the time necessary for technical personnel to conduct the production system migration to the new version. More information on this type of notification about changes and product evolution can be consulted in our Maintenance and Continuous Improvement Policy.

What’s the availability for my support service? Service availability

According to your support plan, you’ll have "Service Availability (DS)". Service availability means that we are committed to solving your requests within a specified time period. The time for consideration of the time zone is CET - Central European Time (UTC + 1 hour).

Number of Support Tickets included

Service tickets are the number of requests made to the support service. These tickets are contemplated annually. The customer can know at any time his consumption of tickets from the Support Center or by asking our support team. Tickets generated during the first two months after the start of a project are not deducted from the number of service tickets included. If the customer goes beyond his number of service tickets included, he has the possibility to move to a higher support plan or to contract ticket packages.

Will I have backup copies of my information? Backups

Depending on your support plan, you may or may not have a backup service available to you. Athento will only provide this service for hosting plans or Cloud-based plans.

For clients who are using Cloud-based services, backup copies will be made in accordance with our Athento Cloud Backup Policy.

Athento also offers its clients the opportunity to create their own backup copies. In any case, your business will be responsible for establishing and carrying out restoration plans, as well as any contingency plans.

Support Plans

	Starter	Community	Community Plus	Standard	Pro	Company	Enterprise	24/7
Type of support	P&C	P&C	P&C	P&C	P&C	P&C	P&C	P&C
Software updates	✔	✔	✔	✔	✔	✔	✔	✔
How to contact us	Provide Feedback	Provide Feedback	Support Centre	Support Centre + Phone	Support Centre + Phone	Support Centre + Phone	Support Centre + Phone + E-mail	Support Centre + Phone + E-mail
Authorized support contact(s)	1	1	2	2	2	3	4	5
Maximum response time for blocker incidents	-	2 days	8 hours	6 hours	5 hours	4 hours	3 hours	2 hours
Support service availability	-	-	10AM -2PM Mon-Fri	10AM-4PM Mon-Fri	9AM-5PM Mon-Fri	9AM-8PM Mon-Fri	9AM-8PM Mon-Fri	24/7
Tickets included per year	8	12	20	40	65	125	255	520
Support account manager	-	-		1	1	1	2	3
Backups	✔	✔	✔	✔	✔	✔	✔	✔

Only available for cloud plans or software hosted by Athento.
P&C = Preventative & Corrective.

How will my contracted maximum response time be affected by the priority of my incident?

We want to make sure you’re getting the best value for your money, which means that we’ll work on your incident in accordance with the direct impact it has on your work and on your team.

Priority	Starter	Community	Community Plus	Standard	Pro	Company	Enterprise	24/7
Blocker	-	2 days	8 hours	6 hours	5 hours	4 hours	3 hours	2 hours
Critical	-	4 days	3 days	2 days	1 day	6 hours	3 hours	4 hours
Major	-	5 days	4 days	3 days	2 days	1 day	3 hours	4 hours
Minor	-	8 days	5 days	4 days	3 days	2 days	3 hours	4 hours
Trivial	-	+15 days	+ 5 days	+ 4 days	+ 3 days	+ 2 days	+ 3 hours	+4 hours

What do the different types of priorities mean?

Priority	Description
Blocker	Blocker incidents are those where the production system has been left completely out of order. If this happens, the Athento team will: Assign specialists to fix the incident. Provide a constant stream of information about the state of the incident. Provide an alternative option, or partially/completely solve the incident. Solve the incident.
Critical	In this case, the production system is working but services or critical system operations are interrupted. The system impact is severe and limits the vital functionality of the system (such as the ability to create documents or consult documents extensively). If this happens: A specialist will be assigned to the case. Athento specialists will provide alternative procedures. The problem may be solved using a solution such as a hotfix or a new release.
Major	There is a moderate effect on the system. This can also refer to instability in the system with periodic interruptions of service or a lower degree of loss of product functionality. This category may also include development errors that affect product performance. In this case, the client should be able to operate the system. These support requests will be resolved by hotfixes or new releases, but Major incidents have lower priority than Critical incidents.
Minor	The system has been affected slightly. Plugins or specific features are not functioning normally, but the client is fully capable of using the system. These incidents are resolved by hotfixes and releases, but have lower priority than Major or Critical incidents.
Trivial	This type of support requests relate to questions about using the system, such as general information requests, report errors in documentation, recommendation and requests for enhancements. When Trivial type incidents happen, there is no direct impact on the customer's everyday work.