Service Level Agreement (SLA)
Last Updated: October 24, 2023
Hidynotes commitment
Hidynotes is committed to providing high-quality service to our users. Our dedicated Support team is on-hand to make sure that our users are enabled to derive benefits from the Hidynotes solution with minimal disruption. Hidynotes Support services are available to all users with a valid Hidynotes license or active subscription.
Support hours
Our Support team is available:
from 9:30am to 5:30pm GMT+11
Excluding weekends and national holidays in Australia
Support channels
Email support – you can send your support requests to [email protected]
Ticket support - reach out to our support team through the reporting feature which is available during business hours at via our help centre. If the request is submitted outside business hours, you’ll get a response at your earliest convenience by email.
In-app support – a support icon inside the dashboard allows users to open a ticket via our help centre. The response will be received by email.
Help centre – guides and articles on anything you need to know about Hidynotes can be found here.
Status Page - Our system status reports can and uptime can be seen here.
Support SLA for Incidents/Support requests
Incidents and support requests should be reported by users to Hidynotes through any of the support channels listed above. Our Support team assesses the urgency and impact of each support request, prioritizes them accordingly from most to least critical, and shall respond within the time frames set below:
Severity* Critical First Response** 3h Coverage*** 8h per day, Monday to Friday
Severity* Severe First Response** 5h Coverage*** 8h per day, Monday to Friday
Severity* Medium First Response 8h Coverage*** 8h per day, Monday to Friday
Severity* Low First Response** 16h Coverage*** 8h per day, Monday to Friday
* Severity is estimated based on the request urgency and impact on users.
** First response means the period between the moment when you reported the request and the moment when the first response was sent by email.
*** Coverage means the period during which the Support team shall provide maintenance excluding national holidays in Australia.
What does Support include/exclude?
Includes:
Addressing technical problems that cause an interruption to Hidynotes availability or product malfunction
Addressing technical problems that make the product run below the optimal level
Consulting services that cover users’ questions in terms of the product use
Technical assistance through the provision of Support documentation
Support is provided in English or French
Excludes:
One-to-one product training
Telephone support
Solving issues not directly related to Hidynotes product
Assistance with feature enhancement requests (user suggestions can be taken into consideration at Hidynotes discretion)
Support in languages other than English or French