Support Methodology – PeopleTray

PeopleTray offers Standard Support for the site compliance and mobilisation solution during business hours, with two points of contact.

Premium Support is also available based on Client needs. Associated pricing can be discussed with your PeopleTray Implementation Consultant.

The Standard Support process will follow these steps:

Step	Process	Details
1	Submit support request	Client submits support requests via: Email support@peopletray.com Telephone +61 8 6555 7793 (Australia) In addition to the options above, you have access to the PeopleTray Learning and Support Centre
2	Request added to PeopleTray support system (JIRA)	The support request is logged in our support system (JIRA), and an automated email response is sent to provide the support request number.
3	Support request assessed	The support request is evaluated and prioritised by a PeopleTray Support Consultant, in accordance with the Service Level Agreement between the Client and PeopleTray.
4	Response to customer	The PeopleTray Support Consultant will respond to the Client based on the severity of the support request, providing a suggested solution or approach to resolve the issue.
5	Close out request	The PeopleTray Support Consultant will ensure the Client's support request is resolved, and with the Client's authorisation, they will proceed to "Close" the request.

Software Defect Response Categorisation

Any software defect submitted by a Customer will be assessed and triaged as follows:

Critical/Blocker Software Defect	Definition	A Critical Software Defect occurs when the Software is rendered unusable.
Critical/Blocker Software Defect	Response	Helpdesk will respond within 30 minutes. PeopleTray will make every endeavour to provide a temporary resolution within 2 hours. PeopleTray will make every endeavour to provide a permanent resolution within 2 working days.
Major Software Defect	Definition	A Major Software Defect occurs when the Software Defect produces an error which has a severe impact on the use of the Software but there is a workaround to perform the required function.
Major Software Defect	Response	Helpdesk will respond within 2 hours. PeopleTray will make every endeavour to provide a temporary fix within 2 days. PeopleTray will make every endeavour to provide a permanent resolution for the next available software release.
Minor Software Defect	Definition	A Minor Software Defect occurs when the Software Defect produces an impact that is inconvenient to the operation of the Software. Normal operation can continue in this instance.
Minor Software Defect	Response	Helpdesk will respond within 4 hours. PeopleTray will make every endeavour to provide a temporary fix within 30 days. PeopleTray will make every endeavour to provide a permanent resolution for the next available software version.
Feature Request	Definition	A feature request is any new capability of the software or changes to the behaviour, user interface or report of the existing version of the software. A feature request should be emailed to the Support Desk.
Feature Request	Response	Feature requests will be discussed in a monthly account management meeting and if required the new feature will be documented, costed, and provided to the Client for approval.