Codefactori Performance Contract- STANDARD


Codefactori Performance- STANDARD Support Plan

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 any critical updates & patches, which will be applied as part of emergency/ unscheduled maintenance. For any non-critical updates, Addteq will consult with the customer for scheduled maintenance. Security upgrades will be applied automatically unless the Client requests otherwise. 

Support excludes administration support, customization, or development. However, Addteq offers these services as a project, for which a Statement of Work (SOW) will be developed. 

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:

  1. New Year’s Day
  2. Martin Luther King Jr. Day
  3. President's Day
  4. Memorial Day
  5. Independence Day
  6. Labor Day
  7. Thanksgiving Day
  8. Day after Thanksgiving Day
  9. Christmas Day

Issue Categorization

Addteq identifies issues as Incident, Problem, Activity and Change.

Incident

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: 

  • Jira is slow to respond.
  • Expiration of SSL certificate causing outage for a customer.
  • Disk failure causing system outage.

Incidents follow SLA's as shown below:

Priority

Definition

Initial Contact 

Time to Resolution

(16x5)(non-business hours)(16x5)(non-business hours)
P1System down, unable to access system.1 hr1 hr2 hrs2 hrs

P2

Any defect- critical loss of application functionality or performance resulting in high number of users unable to perform their normal functions

2 hrs

4 hrs4 hrs4 hrs

P3

Any defect- that does not prevent the end user from accessing a significant feature of System

24 hrs

NA48 hrsNA
P4Any application upgrades, downgrades, maintenance activity, etc. 36 hrsNAScheduledScheduled

Problem

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: 

  • Jira is slow to respond for multiple customers.
  • Expiration of SSL certificate causing a change for every customer.
  • Disk failure causing frequent system outages.

Activity

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: 

  • System needs to be restarted as the part of standard maintenance procedures.
  • Emergency patch needs to be applied for OS or application CVE.
  • System needs to be relocated in Data-center on new hardware.
  • Application needs to be upgraded as the part of standard upgrade process.
  • System needs to be resized to support increased users.

Change

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: 

  • An update to system configuration to every customer to improve performance.
  • Process change to apply upgrades to reduce downtimes.

How to raise a ticket

ChannelDetailsNotes
Support Portalhttps://jira.addteq.com/servicedesk/customer/portal/15Addteq invitation required for 1st time Addteq Portal users
Emailsupport@codefactori.comTickets are created on behalf of the customer
Phone1-888-9ADDTEQ ext 2 for SupportAddteq Main phone line

Expiration/Cancellation and Transition Services:

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.

Global Facility Certifications

RegionFacilitySSAE16
SOC-1 Type II
SSAE16
SOC-2 Type II
ISO 27001:2013PCI-DSS
New York City, United States NYC1X
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X 
NYC2

X 

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X  

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NYC3X
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X  

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San Francisco, United States SFO1X
  •  
X
  •  
SFO2X
  •  
XX
Amsterdam, The Netherlands  AMS2
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AMS3
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Singapore SGP1
  •  
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X
London, United KingdomLON1
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Frankfurt, GermanyFRA1XX
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Toronto, CanadaTOR1
  •  
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X
Bangalore, India  BLR1XX
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