Support Plans

*Support is offered on weekdays 08:30 – 16:30 unless otherwise specified in an Enterprise Support Agreement. Severity levels one through four referenced above are defined as follows:

Severity Level 1: Business Standstill (service down)
Production application down or major malfunction resulting in a product inoperative condition. Users are unable to perform their normal functions. The specific functionality is mission-critical to the business and the situation is considered an emergency. Qualifying Conditions:

• Server is unavailable/down
• No user can log in

Severity Level 2: Significant Business Impact (no workaround)
Critical loss of application functionality or performance resulting in a high number of users unable to perform their normal functions. Major feature/product failure; inconvenient workaround or no workaround exists. The program is usable but severely limited. Qualifying Conditions:

• Service interruptions to some, but not all users
• In a production system, important tasks cannot be performed and absolutely no workaround is available

Severity Level 3: Some Business Impact (workaround available)
Moderate loss of application functionality or performance resulting in multiple users impacted in their normal functions. Minor feature/product failure, a convenient workaround exists/minor performance degradation/not impacting production. Qualifying Conditions:

• The system is up and running, but the problem causes a non-negligible impact. A workaround exists, but it is only temporary.
• Moderate loss of application functionality or performance resulting in multiple users impacted in their normal functions A workaround exists by using an alternative.
• A problem has occurred with a limited adverse effect on the customers business operations. A non-production issue where a majority of the functions are still usable.

Severity Level 4: No Business Impact (i.e. cosmetic issue)
Minor loss of application functionality, product feature requests, how-to questions. The issue consists of "how-to" questions including issues related to one or multiple modules and integration, installation and configuration inquiries, enhancement requests, or documentation questions. Qualifying Conditions:

• The problem does not have a significant impact on the Customer or occurs in functionality that is not critical or frequently used.
• The problem results in minimal or no interruptions to normal operations.
• Minor issue or question that does not affect the product function, and can be readily circumvented.

In relation to the different support plans please review our Service Level Agreement.

**All customers are covered by a platform guarantee which means that any fault or defect directly attributable to the TS No-code Platform itself will be fixed free of charge. Faults or defects in TS Applications, on the other hand, are resolved on a time and material basis unless customer has entered into an Enterprise Support Agreement.

Technical Support

Are you in need of technical support? Customers and partners alike can submit a ticket via TS Support system. You can access the system via the following link: TS Support Portal

 

All prices are listed in DKK exclusive VAT. TS NoCode ApS reserves the right to adjust prices once a year (in the month of January) in accordance with the development in the Danish net price index the previous year, or a minimum of 2%.