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Support Protocol

Last updated: June 1, 2020.

Service Provider Support Accountability (Problem and/or Incident)​

All support issues raised by the client (the “Client”) will be reported to TermLynx Solutions Inc. (“Service Provider”) via email at support@termlynx.com. Client shall report an issue based on the severity level described in Section 2 below. Problem Severity Definitions A problem or incident results from a program error. A problem or incident is also known as a “bug” or defect.

Severity Definitions​

Severity codes reflect the severity of a defect in relation to production support.

Severity 1 (Showstopper)​

Cannot use any part of the application until the defect is fixed.​

Unable to perform expected functionality. The application may abend, or hang repeatedly, or interferes with the use of other applications. An immediate fix is needed.

Severity 2 (Critical/ High)​

Can use the system, but a by-pass is required.​

Use of the application is severely restricted due to a defect encountered for which there is no acceptable circumvention. The application executes but wrong results are encountered, or defects are discovered which would significantly affect use or reliability of the application. A fix is required in order to proceed with the continued use of the application.

Severity 3 (Medium)​

Functionality of the application is impacted, but it remains operational.​

Able to proceed with limited functionality not crucial to production. Additionally, any defect that is caused by extreme or unlikely circumstances, environments or operator sequences, provided a straightforward workaround exists and the application does not interfere with other crucial applications.

Severity 4 (Low)​

Shortcoming.​

No immediate impact on the use of the application. Discrepancies are found that are of an insignificant nature and do not affect satisfactory operation or usability of the application. Examples may include false positive results, improper presentation of menus, messages, prompts or minor functional deviations that can be easily avoided or are not material. Fixes should take place only after all Severity 1, 2 and 3 defects have been resolved.

There is an on-going defect tracking process to make sure that all deficiencies will be accounted for, including those deemed sufficiently low in priority that they will be fixed during the next maintenance release following rollout.

Response Times​

Service Maintenance Windows

Severity 1​

  • Initial Response within 1 hour
  • Updates every hour until severity level has changed or defect resolved
  • (if it remains a severity 1)

Severity 2​

  • Initial Response within 1 hour
  • Updates every three hours until severity level has changed or defect resolved
  • (if it remains a severity 2)

Severity 3​

  • Initial Response within 3 hours
  • Updates every three hours until severity level has changed or defect resolved
  • (if it remains a severity 3)

Severity 4​

  • Initial Response within 1 business day
  • Updates every 1 business day until defect resolved

Approval of Change to Application​

Service Provider will obtain Client’s prior approval prior to the implementation of any change to the application in order to correct a Severity 1, 2 or 3 defect communicated to Service Provider by Client. All changes to the application aimed at correcting Severity 4 defects will not require Client’s prior approval and will fall under a scheduled update release window.