NetSimplicity is committed to providing the highest quality software. Our obligation extends to the ongoing support of the software after it is installed at your site. This is the responsibility of the NetSimplicity support team, a highly trained group of technical professionals. They have full access to the development and management team in pursuit of their objective: customer satisfaction. This document describes NetSimplicity’s support guidelines and handling procedure.
Reporting Problems
When you contact Support for help, you will be working with a Support Representative, who will do their best to resolve your problem. Should it be necessary, the Support Representative will forward your problem to an Engineer for resolution. You can expect an initial response within the prescribed time as listed in the table below.
| Urgency | Initial Response to Customer |
| Urgent (1) | Within 2 business hours |
| Medium (2) | Within 1 business day |
| Low (3) | Within 2 business days |
Response Guidelines
Upon responding to your report we will work with you to assign an appropriate severity level to your problem. The severity is determined by the characteristics of the problem and your feedback regarding the impact of the problem on your business
Severity 1 (Urgent) – A problem resulting in the failure of the software causing a critical business impact for which there is no workaround . The problem source is determined to be the software itself (not customer database configuration, hardware, etc.). Examples of this include:
- Product fails to install.
- Primary feature sets (e.g. reserving resources, viewing schedules) do not function.
Severity 1 problems are worked continuously during business hours using all necessary resources. The first goal for resolving a Severity 1 problem is to identify an appropriate workaround to enable you to resume operations. Customers are required to have appropriate skilled personnel available to assist NetSimplicity with problem resolution.
Severity 2 (Medium) - A problem resulting from a failure that is not critical. This would include secondary feature sets, those not used on a regular basis and not causing critical business impact. Examples of this include:
- An error is encountered in a secondary feature sets (e.g. the Form Designer) that does not block primary system functionality
- A performance (speed) issue is encountered that does not block primary system functionality
- A Severity 1 problem was encountered, but successfully worked around.
Severity 2 problems will be worked on during normal support hours. NetSimplicity will assess the impact of the problem and identify when a permanent fix is required. Workarounds are provided promptly and permanent fixes may be made in a future maintenance release.
Severity 3 (Low) - A problem that does not result in a failure, only minimally impairs a customer’s ability to use the software and does not unreasonably impact operations. This category also includes error messages resulting from a feature being used in a way not intended. Severity 3 problems are worked during normal support hours. Issues confirmed to be defects are considered for repair during regular maintenance releases.
Remedy
If your problem is determined to be a defect in the NetSimplicity software, one of three things happens:
If it is a Severity 1 defect, a code fix is created and delivered to you. Because of the complexities of the software, the development and testing of a fix could require an extended period of time. In these cases, NetSimplicity makes every effort to develop a workaround that you can use until your problem is resolved.
If it is not a Severity 1 defect, NetSimplicity may defer the fix until a future release of the product.
If it is an enhancement or new function request, we will forward your request to Product Marketing.
Please work with your Account Manager to monitor the status of the request. Also, please notify the Support team if any information about your problem has changed. You will receive e-mail when there is a change in status or when the Support team needs more information.
Escalation
If at any time you believe you are not receiving high quality support responsiveness consistent with these guidelines, please contact our Operations Manager so we may rectify the situation: supportmanager@netsimplicity.com