DELTA Software-as-a-Service (SaaS) Support is your trusted partner SMARTER COMMUNITIES BY to helping customers succeed. We understand SaaS and all theb complexities that you face in that environment. FACEHAWK’s platinum-level of support is with you throughout your entire journey using data to drive the right insight and action, along with the tools to using data to drive the right insight and action, along with the tools to help you maximize effectiveness. Our technical, product, and domain expertise will advise, guide, and support you in taking the right steps to reach your goals.

In regards to this, FACEHAWK shall provide standard support & maintenance to its valued clients.

BETTER

Better Outcomes

Better Experience

Better Productivity

DELTA SaaS Support Services provides everything you need across IT and business to have seamless adoption of FACEHAWK SaaS products and reach business value faster. Platinum-level support offers access to more channels than ever before for issue resolution, whether you choose to submit a case online, call a Support Engineer, or connect with an expert via live chat. We are also committed to faster online, call a Support Engineer, or connect with an expert via live chat. We are also committed to faster issue resolution by defining response Service Level Objects (SLOs), and our promise of a 15-minuteresponse time for severity one issues is the fastest amongst our competition.

We believe that successful implementations are critical to our customer’s success. In regards to this, we offer the Platinum-level support, which gives you access to dedicated implementation resources that provide support through your implementation process until go-live. With these services and more, you’ll experience better outcomes, better productivity, and a better experience with DELTA SaaS Support.

FACEHAWK will be deployed as on-premise and its support & maintenance

will be covered under DELTA SaaS support services.

o Technical Support Levels

TECHNICAL SUPPORT
EXTENDED SUPPORT
SOFTWARE UPDATE LICENSE & SUPPORT

o Levels of Severity

SEVERITY LEVEL RESPONSE TIME GOAL UPDATE OR RESOLUTION
Severity 1 15 minutes 1 hour
Severity 2 4 hours 6 hours
Severity 3 8 hours 24 hours
Severity 4 24 hours 28 hours
Severity 1:

Major system disruption (e.g., a major disruption in business-critical system operability or functionality, server crash or total system failure);

Severity 2:

Severe system disruption (e.g., a sever disruption in business-critical functionality that does not impact the entire system such as: significant number of terminals/ users are unable to perform);

Severity 3:

Single function failure (e.g., a major disruption in operability or functionality that does not impact the entire FRS system);

Severity 4:

Minor/ procedural issue or question (e.g., programming or configuration related questions, questions relating to functionality, operability or formatting or cosmetic problems).

Service Level Agreement (SLA)

FACEHAWK SLA comprises of the following components:

99.9%
Service Availability

Information Security
Triad CIA

Information Helpline
& Web Portal

Dedicated staff to be
placed at customer premises

How Support Works?

Software Update License & Support

Software program releases in the premier support phase of FACEHAWK
product support lifecycle will receive Software Update License & Support.
It consists of:

• Program updates, fixes, security alerts and critical patch updates;

• Program updates, fixes, security alerts and critical patch updates;

• Upgrade scripts;

• Major product and technology releases, if and when made available at FACEHAWK’s discretion, which may include general maintenance releases, selected functionality releases and documentation up dates;

• Assistance with service request 24 hours per day, 7 days a week.

Extended Support

Extended Support may be available after Premier Support expires. It is generally available for three years following the expiration of premier support and only for the terminal patch set release of a program.

Sustaining Support

Sustaining support will be available after premier support expires. As program releases under sustaining
support are no longer fully supported, information and skills regarding those releases may be limited.