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Normal Support Hours are 0900–1700 UK local time, Monday to Friday, excluding English bank and public holidays. Enhanced support of up to 24 hours a day, 365 days a year can be agreed separately.
Resources
Support and Maintenance SLA
These support and maintenance terms set out what Flynet Limited provides once a Support Call is logged: the severity levels, the response times attached to each, normal support hours, and the route to enhanced cover.Severity Levels and Response Times
Critical
4
business hours
The Software is severely degraded, with users unable to access core functionality, directly impacting business processes.
Major
6
business hours
A business function or transaction process is not available.
Minor
8
business hours
The Software is not performing to specification — functionality is compromised but still available.
RFI
2
business days
Any non-urgent issue requiring investigation, including change suggestions and enhancement requests.
What the SLA Covers
Maintenance — patches, fixes, revisions and updates, and support for previous Releases for six months after a new Release.
Support services — telephone support, work-arounds, software fixes and supervised remote access support.
Exclusions — superseded Releases, third-party modifications, equipment faults and unsupported configurations.
Problem reporting — how Support Calls are logged and the competency expected of your Support Contacts.
Resolution and progress — Flynet owns the Problem through to resolution and reports on status.
Enhanced support — the route to agreeing extended or around-the-clock cover.
This summary is provided for orientation only. The PDF is the operative document, and where the two differ the PDF applies.
Jubilant
Need Cover Beyond Normal Support Hours?
Our team can scope enhanced support against your operating windows and agree it as a schedule to your Agreement, so critical host access is covered when your business runs.
Speak to our team and try Jubilant TE for 7 days now.
