Maintenance and Support

Maintenance and Support SLA

A copy of our Maintenance and Support SLA is available on request. A summary of its main principles is included below.

Definitions

Business Days

Monday to Friday, excluding bank or public holidays in Scotland.

Business Hours

• Standard: 09:00 - 17:00 GMT/BST, Business Days
• Premium: 08:00 - 20:00 GMT/BST, Business Days

Maintenance

Scheduled Maintenance

We provide our customers with a minimum of 5 Business Days’ prior notice of scheduled maintenance services that will affect the availability of services or are likely to have a material negative impact upon services. All scheduled maintenance takes place outside of business hours.

Updates

We provide our customers with notice for all security updates. At least 5 Business Days’ notice is provided for non-security updates. Once we identify the relevant security risk, we fully complete testing of any updates before rolling them out to the customer’s production environment.

Application Upgrades

For customers that have purchased New Verve Cloud services, we issue upgrades to Atlassian applications following release by Atlassian at least once per calendar year.

We provide our customers with at least 5 Business Days’ written notice of all upgrades, which are performed according to best practices with sand-boxed testing and fallback contingencies.

We follow these steps:

• check for known issues;
• check for hardware and software compatibility issues;
• perform an offline upgrade in a dedicated test environment (with no disruption to the live environment);
• carry out thorough testing until signed off by the test engineer;
• perform an offline upgrade of the customer’s live environment (as part of an agreed downtime window).
  

Support

Helpdesk

A helpdesk is made available at support.newverveconsulting.com to customers via Jira Service Management.

It is operational during business hours, which are determined by the support plan (Standard or Premium) purchased by the customer.

Response and Resolution

The customer will be responsible for determining and assigning a category to each issue raised via the helpdesk.

• Blocking: the services are inoperable or a core function of the services is unavailable.
• Critical: a core function of the services is significantly impaired.
• Major: a core function of the services is impaired, where the impairment does not constitute a serious issue; or a non-core function of the services is significantly impaired.
• Minor: any impairment of the services not falling into the above categories, and any cosmetic issue affecting the services.

Response Times