Support

FileMaker Service Level Agreement

A commitment from us to be there when you need us - to acknowledge, respond and resolve any issues within a predetermined time frame.

For our more discerning, higher profile clients, due to company or organisational policy, we are often required to offer an agreed Level of Service. This Service Level is bundled with our application Support & Maintenance Agreement and offered at a flat rate per month. The amount largely depends on the total number of FileMaker Systems included under the Support Agreement.

Our service level agreement provides a commitment from us, to be there when you need us - to acknowledge, respond and resolve any issues in a predetermined time frame, depending on the severity of the incident or urgency of the work request. The table below outlines the acknowledgement/response and fix times based on the severity of the incident.

Download our Application Support & Maintenance Agreement

Response & fix times by severity

Severity Incident Acknowledge/Response Fix
Sev 1 System Failure. Your business operations impacted with no practical bypass or workaround
  • Program aborts or stops.
  • Application unworkable.
  • Serious performance & logic problems.
  • Database corruption.
  • Major interface problem which stops downstream processes.
  • Major interface problem preventing use of data from upstream processes.
  • Essential components missing.
  • Screen/Dialogue aborts.
 < 15 mins < 3 hours.This may include a temporary fix or workaround. Permanent solution within 2 working days.
Sev 2 System Failure. Your business operations impacted with no practical bypass or workaround
  • Essential function severely restricted.
  • Essential function not working, practical bypass available.
  • Restricted performance, logic problems.
  • Causes severe restriction to essential up-stream or down-stream process.
 < 4 hours < 8 hours.This may include a temporary fix or workaround. Permanent solution within 3 working days.
Sev 3 Error with Functionality.
  • Report records out of sequence.
  • Report/dialogue produced with extraneous characters.
  • Documentation not up to date.
  • Misleading message.
  • Misleading user guides.
 < 24 hours < 24 hours.This may include a temporary fix or workaround. Permanent solution included in next release.
Sev 4 Minor Errors and small enhancements.
  • Minor problem not impacting any user function.
  • Layout or format Errors.
  • Small system enhancement.
 Delivery of Fix and deliver on Agreement.