Our Workflow Service Level Agreement Covers All The Bases.

 

1.1. Service Level Agreement Summary

Innovative Process Solutions offers this description of basic and enhanced support for it FlowWright iBPMS. This document describes basic (tier 1 and tier 2 support) for FlowWright end users, value-added resellers (VARs) and software companies who embed FlowWright (OEMs).

 

1.2. Tier 1 and Tier 2 Support During Normal Business Hours

Initial Response: FlowWright’s standard technical support period lasts from 8AM-5PM EST from Monday to Friday, excepting holidays (GMT -5). Support tickets for Tier 1 support may be submitted using our support portal: https://flowwright.atlassian.net/servicedesk/customer/portal/1/user/login?destination=portal%2F1

 

Tier 1 support is meant for end users who subscribe to FlowWright directly from Innovative Process Solutions. Those end users who acquire access to FlowWright through an OEM or VAR should work directly with these companies for Tier 1 support. 

 

Tier 1 support entails troubleshooting issues End Users encounter while using FlowWright - issues where FlowWright is not acting as expected. Tier 1 support can also entail answering basic questions to which End Users cannot find answers in FlowWright’s technical documentation. Tier 1 support is done electronically: FlowWright Technical Support staff will respond/acknowledge within one (1) business day of ticket submission. Tier 1 support does not include any application development or consulting.

 

Tier 2 support is support provided by FlowWright Technical Support staff to VARs and OEMs. VARs and OEMs are responsible for supplying Tier 1 support to their End User customers. FlowWright will take Tier 2 support tickets (also submitted by VARs and OEMs via https://flowwright.atlassian.net/servicedesk/customer/portal/1/user/login?destination=portal%2F1) and similarly reply within one (1) business day. Tier 2 support is similar to Tier 1 support in terms of scope, but all questions must be submitted by OEMs or VARs. Tier 2 support does not include any application development or consulting.

 

If any issues reported by End Users or OEMS or VARs via Tier 1 and Tier 2 support turn out to be software bugs, then the FlowWright Technical Support team will prioritize fixing those bugs by order of severity and impact. The more severe and impactful the issue, the higher it will be prioritized. The FlowWright team takes issues seriously and works diligently to thoroughly and rapidly produce solutions to known issues.

 

1.2.1. Premium Technical Support

Premium Technical Support: This premium service is available to customers who require immediate access to technical support. The client may pre-purchase this support coverage in blocks of twenty (20) hours. The use of these technical support hours are not time dependent and any unused balance rolls to the next calendar year. 

 

1.3. Service Level Agreement Upgrades and Patches

Annual subscription to Innovative Process Solutions’ FlowWright software includes support and maintenance. Patches and upgrades are available to all active customers. FlowWright annual subscription must be renewed by the end of the current effective year to remain eligible for these benefits.

 

1.3.1. Service Level Agreement Version Support Policy

Our software development mission includes ensuring that each software version shall be compatible and upgradable from all previously released versions.

 

Our company supports the last 2 releases of FlowWright. Customers should plan to upgrade FlowWright to the latest version every 2 years, at a minimum.

 

1.3.2. Support Requests

All tickets must be submitted to the Support Portal. Emails sent directly to FlowWright staff will not be answered.

 

1.4. Feature Requests

The FlowWright Support and Development teams appreciate customer needs and ideas. If End Users, OEMs, or VARs want to request new features and functions, then our team is very receptive.

Have questions? Request our complete SLA document.