Support Service Levels
In this article, learn about how the Orchestry team's approach to product support.
Our customer and partner success team will aim to resolve all issues and answer questions submitted in a timely manner. When a ticket is submitted, a member of our team will respond according to the response and resolution timelines specified below.
We strive to provide a first response within an hour if the ticket is submitted during our business hours, or within the first hour of our support hours if the ticket is submitted outside our business hours.
We hope to have an answer or resolution to your inquiry from our first response. However, if an issue or question requires additional investigation, our team will keep you updated as we work towards a resolution.
Our current response and resolution timelines are as follows:
| SEVERITY | TIME TO ACKNOWLEDGE | STATUS UPDATE | ENGAGEMENT | TARGET RESOLUTION |
| Critical Error: | 1 hour | Every 1 hour | We commit resources to solve the problem, work continuously until resolved | 1 business day |
| Major Error: | 2 hours | Every 2 hours | Someone is assigned to investigate until resolved. | 3 business days |
| General Error: | 3 hours | Every 12 hours | Someone is assigned to investigate until resolved. | 5 - 10 business days |
| Minor Error: | 4 hours | As applicable | As applicable |
Standard support hours: Monday through Friday 8:00am – 6:00pm Eastern Time, excluding Canadian holidays.
Standard support is provided only for Orchestry-related questions or issues and excludes issues related to Microsoft 365, Teams, SharePoint, Azure or other Third party applications and customizations applied to Orchestry.
For each issue, we will assess the severity of the issue as follows:
| Critical: | Software is inoperable and is severely impacting normal business operations. Multiple clients may be affected |
| Major: | Software is impaired or partially impaired and is severely impacting normal business or development operations. |
| General: | Software is partially impaired and is impacting a subset of the user population in the production system with no major business impact and/or a reasonable workaround is available. A reasonable workaround should be considered as an acceptable resolution. |
| Minor: | Software is immaterially adversely affected by the error. |
Updates / Release Timeline
Orchestry is constantly improving to meet the needs of our users. This includes new features, enhancing existing features and fixing known issues. Bug fixes and minor releases will be updated automatically without the need for customer involvement.
For major releases or new functionality, updates will be communicated through the Orchestry Knowledge Base or directly within the Orchestry application.
Orchestry Knowledge Base
The Orchestry Knowledge Base is an online resource provided to all customers, which contains full training manuals for Orchestry features, resources, frequently asked questions and release notes.
Access to the Knowledge Base will be provided to all Orchestry customers and resellers/partners. The terms of this Support service level may be updated from time to time as required, at the sole discretion of Orchestry Software.