Service Level Agreement (SLA)
At Accelerator 365, we understand the importance of providing robust support options to ensure an excellent experience with our products. This Service Level Agreement (SLA) outlines the support services available to our customers.
Support types
Support services vary depending on your package:
1) Basic support
Included with all Accelerator 365 purchases:
Free product updates:
Your initial purchase entitles you to receive free updates via the SharePoint Store. These updates are included at no additional cost, ensuring your products remain up-to-date with the latest features and enhancements.
30-day communication channel:
Upon purchase, you will have access to a 30-day communication channel with our dedicated Accelerator 365 team. This allows you to seek clarification, resolve any initial setup queries, or address early-stage issues swiftly.
Our Basic support aims to lay a strong foundation for your Accelerator 365 experience, ensuring you have access to necessary updates and initial guidance to kickstart your usage.
2) App bundle support
Available to customers with an annual subscription to the Accelerator 365 apps bundle:
Dedicated support:
Access to dedicated and prioritized support via our support platform, ensuring your queries and concerns receive prompt attention from our knowledgeable support team.
Constant communication channel:
Benefit from extended support channels, including telephone and video support.
Defined response and resolution times:
Prompt and prioritized assistance with clearly defined response and resolution times.
Applies to all support types
Support channels
Customer support is available through the following channels:
Knowledge base
https://support.accelerator365.com/
Ticketing system e-mail (App bundle support customers only)
support.accelerator365@reply.com
Live chat
Available on https://accelerator365.com/ and https://support.accelerator365.com/
Hours of availability
Responses will be provided within 1 business day during business hours (9:00 am to 5:00 pm UK).
Applies to App bundle support only
Software defect definitions
Minor software defects
Defects not critically impacting business productivity.
Major software defects
Defects critically impacting business productivity, such as the product hanging/is inoperable or unrecoverable data loss.
Applies to App bundle support only
Response times
A breakdown of our response and resolution times based on defect classification:
Priority 1 (P1)
Defect classification: Major software defect. A complete breakdown or outage, or a critical performance degradation causing service unavailability for a significant proportion for customers.
Response time: Response within 1 business hour.
Resolution time: A solution or plan to resolve the issue shall be made available within 4 business hours.
Priority 2 (P2)
Defect classification: Major software defect. Significantly affecting service functionality, causing major performance issues, critical security risks, or legal breaches.
Response time: Response within 4 business hours.
Resolution time: A solution or plan to resolve the issue shall be made available within 2 business days.
Priority 3 (P3)
Defect classification: Minor software defect. A minimal limitation to the functionality of the service.
Response time: Response within 4 business hours.
Resolution time: A solution or plan to resolve the issue shall be made available within 9 business days.
Priority 4 (P4)
Defect classification: No limitation to the functionality, e.g., faulty documentation, handling questions etc.
Response time: Response within 2 business days.
Resolution time: A solution or plan to resolve the issue shall be made available within 20 business days.
Expert opinion
If a request is initially reported as a major software defect but is assessed by Accelerator 365 as a minor software defect, it will be addressed according to the priority level 3 (P3) classification.
Other requests
For all other requests, our team is committed to responding within three (3) business days, during our regular business hours.
To ensure we can resolve issues as swiftly as possible, we kindly ask customers to provide all necessary information as requested. Your cooperation is crucial for us to deliver timely and effective support.
Applies to App bundle support only
Software defect closure
We encourage active communication from all parties involved to effectively resolve software defects. If there is no communication for 5 consecutive business days, the defect may be closed due to inactivity. However, you can reopen the defect at any stage if necessary.
Applies to App bundle support only
Troubleshooting methods
To troubleshoot issues, the following methods may be used:
Browser logs
We ask the customer to provide us with the browser logs.
This file will contain all the errors and warning reported for the site by the browser, which will provide Accelerator 365 with a better understanding of what the defect could be.
Site sharing
Accelerator 365 may request the customer, if appropriate, to provide temporary access to the SharePoint site or page that contains the defect(s), so they can attempt to troubleshoot the defect with ease.
If external sharing is not permitted, we may ask the customer to create a dedicated account in their environment to be assigned to specific Accelerator 365 team members.
Online meeting
For a timely resolution and to assist with further investigation, Accelerator 365 may request a brief online screen-sharing meeting.
During this session, you might be asked to grant remote access so we can gather additional information about the defect. Recording the meeting or taking screenshots may be necessary, but this will only be done with your consent.
Applies to all support types
Updates and maintenance
Schedule
All customers will be notified of the latest Accelerator 365 updates available in the Microsoft SharePoint Store on the last Friday of every month.
Customers affected by a major or minor software defect will be notified per the “Response times” schedule.
Maintenance
Updates are entirely at the customer's discretion, as Accelerator 365 cannot remotely force updates for products installed from the Microsoft SharePoint Store. To support our customers, we provide detailed product release notes in the Accelerator 365 knowledge base.
We encourage customers to review these notes to understand the latest changes, especially those flagged as "Recommended update," ensuring they can make informed decisions before updating products in their SharePoint environment.
Applies to all support types
Exclusions
Accelerator 365 shall have no obligation to support with:
- Issues not related to the Accelerator 365 product set.
- Altered, damaged, or modified products.
- Products that are not the latest release from the Microsoft SharePoint Store.
- Interference from custom code or third-party code.
- Issues from customer negligence, misuse, or incorrect use of the product, or other causes beyond Accelerator 365's control.
- Products installed on any computer hardware that is not supported by the software.
- Products not purchased from Accelerator 365 or authorized partners and resellers.
- Cases of modifications to security policy configuration, audits, or security design which interfere with the product.
- Non-Accelerator 365 related tasks such as configuration of Microsoft 365, SharePoint, Teams, or Azure.
- Content creation, migration of any content, user training, and provision of training materials.