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Addteq guarantees 99.95% availability of the hosting Services with 24x7x365 Monitoring. The duration of a Service outage will be accounted from the time a customer raises a ticket with Addteq support. All claims or severity are subject to review and verification by Addteq.
Addteq continuously learns and follows Atlassian for latest updates and releases. Categories of updates and their respective maintenance path are as below:
Critical updates and patches: Updates will be applied as part of emergency/ unscheduled maintenance.
Security updates: Updates will be applied automatically unless the Client requests otherwise.
Non-critical updates: Addteq will consult with the customer for scheduled maintenance. During non-critical upgrades, a temporary staging instance (valid for two weeks) is offered by Addteq for the customer to perform UAT. Upon completion and sign-off on UAT, the temporary staging instance will be destroyed.
Support and related SLA excludes :
Addteq will perform incremental (60 min.) backups. Codefactori includes system recovery with RTO < 4 Hrs. and RPO = 1 hour.
Addteq provides 16x5 technical support/ assistance for product issues via Service Desk Portal, excluding listed US holidays:
Addteq identifies issues as Incident, Problem, Activity and Change.
An incident is an unplanned interruption or reduction in quality of an IT service. Failure of a configuration item (asset) that hasn't yet had an impact on a service is considered an incident.
Work done on an incident focuses on getting users up and running after disruptions. The incident can be resolved with a workaround.
Incident examples include:
Incidents follow SLA's as shown below:
Time to Resolution
|(16x5)||(non-business hours)||(16x5)||(non-business hours)|
|P1||System down, unable to access system.||1 hr||1 hr||2 hrs||2 hrs|
Any defect- critical loss of application functionality or performance resulting in high number of users unable to perform their normal functions
|4 hrs||4 hrs||4 hrs|
Any defect- that does not prevent the end user from accessing a significant feature of System
|P4||Any application upgrades, downgrades, maintenance activity, etc.||36 hrs||NA||Scheduled||Scheduled|
A problem is a cause of one or more Incidents. The cause isn't usually known at the time the problem record is created. The problem management process is responsible for investigation.
Problem examples include:
An activity is a collection of hardware or software documentation, processes, or other components required to implement changes to IT services. The contents of each release are managed, tested, and deployed as a single entity.
Activity examples include:
A change is an addition, modification, or removal of anything that could affect IT Services. This may include IT services, configuration items, processes, documentation, and other related elements. A change can originate from Activities to reduce the downtimes and Problems to improve the customer experience.
Change examples include:
|Support Portal||https://jira.addteq.com/servicedesk/customer/portal/15||Addteq invitation required for 1st time Addteq Portal users|
|email@example.com||Tickets are created on behalf of the customer|
|Phone||1-888-9ADDTEQ ext 2 for Support||Addteq Main phone line|
Deepika Nirmal | Director of Support | firstname.lastname@example.org
|P1 issues or technical escalations|
XXXX | Account Manager | XXXXX
|Scope change, account clarification, license updates, etc.|
Upon expiration/cancellation of this Agreement for any reason excluding an uncured material breach by the Customer, Addteq shall provide the Customer with reasonable and orderly transition services information and documentation that reasonably may be needed by Customer in connection with the orderly and expeditious transition of the Services (“Transition Services”). The Transition Services shall be provided for a period of up to sixty (60) days, provided Customer continues to make timely payments of the Monthly Fees attributable to all Agreements to the Master Agreement. This is to be upheld with the consent provided the Customer is not in default of its payment obligations under the applicable Agreement.
Upon the expiration/cancellation of an Agreement for any reason, Addteq shall delete all Customer data residing on Addteq provided Equipment.
SOC-1 Type II
|SOC-2 Type II||SOC-3 Type II||ISO/IEC 27001:2013||PCI-DSS|
|New York City, United States||NYC1||X||X||X|
|San Francisco, United States||SFO1||X||X|
|London, United Kingdom||LON1||X||X|
|Amsterdam, the Netherlands||AMS2||X|