Support Policy

SelfServeMe provides a fast-response support channel staffed with experienced support engineers, which is key to ensure non-stop operations. The below support policy is our standard basic support policy. A premium support policy can be set up tailored to your requirements. Please contact sales@selfserveportal.com if you would like to setup a premium support policy.

Key Definitions:

Customer: A organisation that has an active subscription to SelfServePortal.
Business Days: means Monday to Friday, excluding public holidays local to Victoria, Australia.
Business Hours: are between 8:30am to 5:00pm AEST on Business Days.
Support Request: any event which is not part of the standard operation of the SelfServePortal product and which causes or may cause an unplanned interruption or reduction in the quality of service.
Problem: the underlying cause of one or more Support Requests.
Response Time: implies that SelfServeMe Support has analyzed the problem reported by the Customer, has performed initial troubleshooting and will contact you with indication of a remediation action for the Customer's problem, a request for additional information to better understand the Customer's problem, or another relevant technical update to the support request.
SaaS: Customers that have an active subscription the SelfServePortal in a Software as a Service model.
PaaS: Customers that have an active subscription the SelfServePortal product and have an also have an active subscription to the Outsystems Enterprise Cloud Platform

Help Desk

All customers with a valid and active Subscription can contact Help Desk support to:

Submit Support Requests;
Obtain information on existing Support Requests.

Access methods

SelfServeMe Support is made available through the following methods:

Toll Free Number: 1300 924 079 (Australia);
Online Service Desk Tool.

Technical contacts

Only technical contacts named by your company can submit Support Requests and interact with Support. Technical contacts must be knowledgeable of the SelfServePortal environment and specifics related to Software installations and Support. Your company can add unlimited technical contacts to the company account. Your company can delegate the ability to add further contacts to any other technical contact. To add a technical contact for your company:

Email support@selfserveportal.com, provide the email the person used to register.

We strongly recommend setting your technical contacts immediately after acquiring SelfServePortal. You want to avoid any delay if you come across a sensitive situation. People that are not technical contacts must ask their questions through you. Having more technical contacts means more people can contact us.

Submitting a Support Request

Depending on the priority of the Service Call there are two methods that can be used to raise a Service Call or contact the Service Desk.

Method 1 - Service Desk Phone Number

SelfServeMe Support will provide a Service Desk Phone Number to the Customer for the entire period the Customer's subscription is active. (Note: This service is only available for Priority 1 support requests and escalations). While placing a call to the Service Desk Phone Number, the Customer will be required to provide their Subscription number for verification of their subscription.

All priority 1 and 2 support requests must be submitted via the Service Desk Phone Number.

Method 2 - On-line Service Desk Tool

The Online Service Desk Tool is a web / browser based self-service portal available to authorised Customer technical contacts. All Nominated Customer technical contacts will be assigned User-Id's and will then be able to raise a Support Request via the Online Service Desk Tool. All support requests including support requests raised via the Service Desk Phone number can be tracked within the Online Service Desk Tool.

All priority 3 support requests must be submitted via On-line Service Desk Tool.

Support Priority Levels

SelfServeMe Support response times are based on the Priority Level that is assigned for each Support Request. Only available for production environments.

Priority Levels are defined below:

1 - Critical: Represents a complete loss of service that is completely unavailable and no workaround exists.
2 - High: Represents a partial loss of service with severe impact to the business and no workaround exists.
3 - Medium: No severe impact to the business and no loss of service.

The following defines the response service level target times and the associated support coverage period.

1 - Critical: Target Response Time is 4 Business Hours, support coverage during Business Hours.
2 - High: Target Response Time is 1 Business Day, support coverage during Business Hours.
3 - Medium: Target Response Time is 5 Business Days, support coverage during Business Hours.

Determining Support Request Priority

The authorised Customer technical contact who logs a Support Request will specify the priority of the Support Request. However, following agreement the Customer, SelfServeMe Support may change the priority of the Support Request if it does not align with the priority classification described above.

Response Time Measurement

Response Service Level measurement commences from the time the Support Request is reported to the Service Desk. Measurement of Service Levels will be during Business Hours only. For example, if a priority 2 call is raised 4:30pm on a Business Day and is not responded until 3:30pm the following Business Day the Support Response time is 7.5 hours. The calculation is as follows. From 4:30pm to end of Business Hour coverage (5:00pm) is half an hour. From the resumption of Business Hour coverage, the next day (8:30am) until resolution (3:30pm) = 7.5 hours.

Solving Support Requests

Once SelfServeMe Support responds to your Support Request a Support agent will work with you to identify and resolve your Problem. The resolution provided by SelfServeMe Support may include one or more of the following:

The restoration of the impacted service;
A mutually agreed upon Workaround;
Another remedy, such as a reconfiguration of the Service.

An emergency software patch may be applied for the restoration of a Priority 1 Support Request. All other software fixes will be provided as part of the regular product release cycle.

We consider Support Requests resolved if:

Your Problem is fixed;
Your Problem is identified and 5 business days have passed since a resolution has been provided;
The source of the Problem lies with third party software or hardware components. In this case, SelfServeMe Support will continue to help as you work with the third party on resolution;
You do not respond to a query or request from us for more than 5 business days;
You choose not to pursue troubleshooting of a Problem;
It is not possible to obtain the elements needed for troubleshooting using reasonable effort.

For recurring problems, you may open a new Support Request that refers to the previous one.

As a rule, SelfServeMe provides Support and Updates from its offices. Exceptionally, Support can also be provided onsite at Customer's offices, or any other location the Customer designates, if:

Customer has made a request for onsite support, and SelfServeMe has accepted to provide onsite support service; and
Customer pays the applicable additional service charges and expenses quoted by SelfServeMe.

Escalating Support Requests

We recommend that you request escalation when you feel that:

Your Support Request has become more severe or should have a higher priority level;
We are not resolving your Support Request appropriately.

Before you request escalation, make sure that you have opened a Support Request. The information in the Support Request must enable us to understand:

The impact of the support request for your business.
Why SelfServeMe must work on the support request with higher urgency.

The names and contact details associated with the Escalation contacts may change from time to time and will be made available in the dashboard of the Online Service desk tool.

Licensing and commercial inquiries

Support staff are not suited to assist with licensing questions or commercial inquiries.

For sales and licensing questions specific to your SelfServePortal subscription, including expiration dates, questions on licensed features and how to upgrade:

Contact your sales representative or account manager;
Contact our Licensing team by emailing sales@selfserveportal.com.

Software Updates

Software Updates are available to customers with a valid and active Subscription. SelfServeMe provides two types of Software Updates:

Patches are maintenance updates that include defect fixes and, occasionally, minor new features; and
Major versions are evolutionary updates that introduce significant improvements and changes. Major versions may have changes that brake existing applications.

Customers must contact SelfServeMe to schedule the update of their environments. SelfServeMe takes care of installing new updates and versions in all environments.

Availability Management (SaaS only)

For Customers with an active SaaS subscription of SelfService Portal, SelfServeMe shall use commercially reasonable efforts to ensure an uptime of 99.9% during any given month excluding the following periods:

Planned downtime and schedule maintenance or product patches and releases
Outages not the responsibility of SelfServeMe.
Time an associated Support Request was in suspension (e.g. while waiting for approval or waiting for Customer or third-party actions)
caused by factors outside of SelfServeMe's reasonable control, including any force majeure event or Internet access or related problems;
that result from suspension due to overdue payments
that result from any actions or inactions of customer or any third party on behalf of customer
caused by Customerâs use of the SelfServicePortal Software in a manner inconsistent with the documentation or SelfServeMe's guidance
attributable to acts by persons gaining unauthorized access to or use of the Software

Availability is only measured for the production environment.

Scheduled Maintenance (SaaS only)

From time to time, SelfServeMe reserves the right to perform maintenance interventions. These interventions update the SaaS Software to ensure you benefit from new capabilities and defect fixes.

In the event of Scheduled Maintenance:

SelfServeMe will use commercially reasonable efforts to notify the Customes with at least 2 business days in advance.
SelfServeMe will notify all technical contacts associated with the company via email. These emails are sent from support@selfserveportal.com.
Whenever possible, you are allowed to reschedule the maintenance task.

Outsystems Availability and Support (PaaS only)

For customers with a valid subscription of OutSystems platform, OutSystems shall use commercially reasonable efforts to ensure an uptime of 99.9%. Outsystems Support terms are defined in OutSystems Support Terms.

Scheduled Maintenance (PaaS only)

From time to time, OutSystems reserves the right to perform maintenance interventions. These interventions update the PaaS Software to ensure you benefit from new capabilities and defect fixes.

In the event of Scheduled Maintenance:

OutSystems will use commercially reasonable efforts to notify the Customer with at least 2 business days in advance.
OutSystems will notify all technical contacts associated with the company via email. These emails are sent from support@outsystems.com.
Whenever possible, you are allowed to reschedule the maintenance task.

Scope of Support

The Scope of support services include the following:

Troubleshooting and resolving issues with the SelfServePortal application. (Note: the SLA's will only apply to the production environment.);
Troubleshooting and resolving unexpected behaviors and errors in the SelfServicePortal software;
Troubleshooting integrations with third-party systems using the mechanisms provided by the SelfServicePortal Software where the fault lies within the SelfServicePortal Software;
Troubleshooting performance issues that can be linked directly to a specific misbehavior of the SelfServicePortal software and/or the OutSystems Platform;

Support does not include:

Making functionality changes to the SelfServicePortal Software;
Analyzing and troubleshooting the issues of your integration interfaces that you may provide to SelfServicePortal or issues with external third party integration interfaces to SelfServicePortal.
Analyzing and troubleshooting the performance of your integration interfaces that you may provide to SelfServicePortal or performance of external third party integration interfaces to SelfServicePortal.
Performing application configuration of the SelfServicePortal.
Performing on-boarding and managing end users accounts that user the SelfServicePortal software
Performing support associated with the Outsystems Platform and its underlying infrastructure and network components (for on-premises deployments)

Additionally, SelfServeMe shall have no obligation to support:

SelfServicePortal software installed on any hardware and/or interfaces that are not supported by SelfServicePortal software;
Problems caused by Customer's negligence, abuse or misapplication or use of the Software other than as specified in the Documentation, in the Licensing Information or other causes beyond the control of SelfServeMe.

Discontinuation of Older Software Versions We provide regular Support and Updates for each Software Version of SelfServicePortal:

For a minimum of 2 years;
As long as a valid Subscription exists; and
Continues to be on a supported OutSystems Version.
Continues to be on a supported infrastructure and platform stack.

When a particular Software Version is discontinued, SelfServeMe is no longer able to release Updates to such version. Customers with a valid Subscription are still entitled to submit Support requests for a discontinued Software Version, but:

We will respond according to the usual support level and severity level;
Our Problem resolutions will only include advice or workarounds;
Our Problem resolutions will not include a Fix to any currently discontinued version;
If a fix is required for proper resolution, SelfServeMe Support can only provide such Update for currently supported Versions.

Fixes require Customers to update discontinued Software Versions to the latest supported Software Version.

Last updated: January 2017.