*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.
All prices are listed in DKK exclusive VAT. TS reserves the right to adjust prices in accordance with the development in the Danish net price index.
