Panther Applications offer Service Level Agreements on all our products. The service level agreements are limited to cover the applications developed by Panther admin.
To read more about the SLA contracts, see below:
SERVICE LEVEL AGREEMENT
DOCUMENT INFORMATION
Revision History
Version Date Changes
1.1 02.12.2010 Final version released
Contact Details
Panther Applications A/S
Address:Tonsbakken 16-18
DK-2740 Skovlunde
Denmark
Phone Support +45 70 23 34 55
1. Contact: Casper Larsen
Title: Chief Operating Officer
Email: <>
Telephone: +45 70 23 34 55
2. Contact: Henrik Thygesen
Email: <>
Telephone: +45 70 23 34 55
1 Service Level Agreement
Panther Applications provides telephone support for Panther Applications licensed programs as described below:
It is not possible to receive support or maintenance without a valid maintenance agreement on Panther Admin.
If a problem with the application, is based on systems or hardware outside of Panther Applications delivery, responsibility, or if problems have risen due to mal-usage, “vicious tempering” or lack of maintenance or surveillance, as f. ex. overflowed hard disks, hardware errors, lack of backup or error due to mal-usage, lack of power, errors in the network or general network failure, error correction will take place after agreement with the customer, and invoiced at the then current valid service charge pr. hour.
Invoiced pr. hour, if the customer has a valid and active Panther Applications Software Maintenance agreement. The hourly charge will be at the current valid service charge per hour. Minimum charge will be 1 hour.
2 Telephone Support
When a customer problem is reported to Panther Applications, either directly from the customer or through a Service partner, Panther Applications will start handling the problem within 4 hours during normal business hours (09.00 – 16.00 GMT+1).
3 Issue Identification & Handover
The customer identifies a problem/issue/malfunction in the solution and describes the problem/issue/malfunction. If the problem can be directly referred to an underlying infrastructure problem (hardware servers, disks etc) the customer calls the hardware provider for support for assistance.
If the problem cannot be identified as described above or directly can be related to the Panther Applications software, the customer calls Panther Applications support, for further assistance.
If Panther Applications can determine that the problem is purely related to either infrastructure problems or operating system or the DB, then Panther Applications will revert to the Customer, who then will have to call their 3rd part supplier for support for further handling.
3.1 To 1. line Support Panther Applications
The Customer calls panther Applications support (+45 70 23 34 55) to register a support case and describe the issue.
4 Issue Verification
Panther Applications investigates the problem, and verifies if a fix is necessary, or if the issue is know and solved in an already available or planned release or fix pack.
If a fix is necessary, Panther Applications begin solving the issue and create a fix pack. The fix pack will include descriptions of the issue solved, installation guidelines and rollback procedures.
5 Panther Applications Internal Testing
Panther Applications proceeds with the internal testing of the fix pack in accordance with Panther Applications test procedures.
6 Release of Fix Pack and Information
Panther Applications releases the fix pack to the customer, as well as makes the fix pack public for customers through information on the web-site and through Panther Applications newsletter.
7 System update
7.1 Validate or Roll Back
The customer is responsible for their own system testing in their environment. However, they can authorize a third party to do the testing to validate that the fix pack Is solving the issue or, proceed with the roll back procedure.
7.2 Unsolved Issue
If an issue is unsolved after implementing the fix pack, the issue should again be handed over to Panther Applications according to section 3.
8 End of Issue
The issue should be closed in the registry.