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Basic Support Policy

Introduction

Configura Basic Support provides primary coverage for CET Extension questions and issues submitted by users. The service provides users with a single point of contact for feedback and issues triaged across the Configura platform and independently owned Extensions. While Configura’s Support team is trained to assist with items in the platform’s core products, Configura is not an expert in the independently-owned Extensions nor have the ability to fault trace bugs or suggest code changes in a Customer Owned Extension. Where a bug, issue, usage question or feature request (ticket) should be directed is not apparent to the User of CET – which is why Configura has created the Basic Support package.

Basic Support provides Configura and an Extension Owner a clear division of responsibility and a set processes for the Extension owner to receive the tickets that are directed their way. Everything is done with the target of continuing to increase quality of the platform and making sure the Extension Owner’s Users are satisfied.

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Picture 1: The high level flow of a user inquiry through Basic Support

What Configura expects from an Extension Owner

Each Extension Owner will receive 2 administrative licenses to manage user tickets submitted and triaged through the Basic Support service. Extension Owners are expected to leverage the Configura-issued Jira project as a means for communication on issue reporting, tracking and resolution. Extension Owners shall be solely responsible for setting up an internal function (individual or team) to support Users in matters related to their Extensions(s) ownership.

Extension Owners are responsible for resolving all pending or unanswered questions and/or issues pertaining to their Extension and communicating the resolution directly with the User. The Extension Owner is expected to communicate directly to the User either through Jira or through the Extension Owners Support system. Upon resolution of question/issue, it is expected that the ticket is updated to reflect the correct status in Jira. If an issue/question is determined to be incorrectly assigned to the Extension Owner, please alert the User Support Manager at Configura immediately.

For clarity, Basic Support does not include any assistance or support for questions or issues regarding the functionality, how something is done or achieved, of the Extension. If a User submits any questions or issues regarding the functionality of the Extension, Configura will log and forward any such questions or issues to the Extension Owner

What you can expect from Configura

Configura will provide Extension Owners quarterly reports of all Configura-created tickets from Users. Configura will also forward and log all “tickets” to provide a database of resolved issues and any pending or unanswered issues.

Basic Support is available in Configura’s standard languages: English, Swedish, Spanish, German, Chinese and Japanese. Service via phone will be limited to English and Swedish. Service via chat is available in all supported languages except for Chinese and Japanese. Email will be available in all supported languages.

Normal support hours for the customers of each region:

Region	Support Hours	Exclusions
United States	8:00 AM – 8:00 PM EST, Monday – Friday	Configura recognized U.S holidays and events
Europe	8:00 AM – 5:00 PM CET, Monday – Friday	Configura recognized Swedish holidays and events
Malaysia	6:00 AM – 5:00 PM MYT, Monday - Friday	Configura recognized Malaysian holidays and events
Japan	9:00 AM – 5:30 PM JST, Monday – Friday	Configura recognized Japanese holidays and events

Chat and email Support is available 24 hours/day Monday – Friday, ending 8 pm Friday EST.

The Support team will acknowledge Users’ issues within 12 hours of receipt during Support’s business hours. Support aspires to the following response times:

Emails and “Send Feedback” Reports	8 hours or less
Chats	1 min or less
Calls	3 mins or less

Additional Services available to you

Configura offers additional services to help Extension Owners manage their extensions.

To assist with handling more specific support inquiries connected to an Extension, Configura provides the Trained Specialist Add-on service, where Configura’s User Support team receives specialized training in an Extension. If you are interested in this service, please contact your Account Executive for more information.

Additionally, to help manage incoming issues within your Jira queue, our implementation teams can offer consulting services to provide expert guidance and support. This can also be done with one of our certified Partners. If you are interested in this service, please reach out to your Account Executive for more information.