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Reported Defects will be classified as follows with the associated target response times. Level 1 and Level 2 Defects are reserved for production environments.
Impact Level | Definition | Target Response Time |
Level 1 (Emergency) | Catastrophic failure that has rendered the entire Platform unusable or inaccessible. The Platform servers and system are completely down. | Within 30 minutes, 24×7 |
Level 2 (Emergency) | Total disruption or failure of critical Platform functionality, performance, or business operations. Examples include inability to make a reservation, a security breach has occurred, or a system issue causing major impact to Customer’s core processes requiring immediate attention. | Within 4 hours, 24×7 |
Level 3 | Platform functionality or performance that causes the system to produce incorrect, incomplete, or inconsistent results. | Within 1 business day |
Level 4 | Minor loss of application functionality, performance, or usability. Impact is an inconvenience. | Within 2 business days |
Level 5 | No impact on system functionality. Cosmetic issue. | N/A |
Softrip will work promptly based on the applicable severity classification above to attempt to fix Defects in the Platform.
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Requests for new or improved modules or features within the Platform (“Feature Requests”) may be submitted in the Softrip Customer Portal by selecting “request a new feature.” These requests will be evaluated by Softrip’s product team according to its work intake process. Feature Requests may be considered “Billable” or Nonbillable”.
Billable Feature Requests - Clients will be sent an initial “Scoping” to approve followed by a “Programming Request” with the plan cost for the feature.
Terms and Conditions for Program Request Invoices:
Upon signature by you and submission to Softrip this Programing Request shall become binding.
Upon signature you agree to assign a qualified employee to test the functionality developed, and as defined, in this Programming Request.
Softrip will notify you upon completion and delivery of the defined functionality. Upon receipt of notification you will have seven (7) business days to complete testing and to provide test results to Softrip.
If testing is not complete within seven (7) business days of receipt of notification Softrip reserves all rights to finalize and close this Programming Request and to invoice for the full amount.
If testing fails and is reported to Softrip in the initial seven (7) business days, Softrip will delay billing until the work has been re-released to test, upon which a new 7-day testing window begins.
Additionally, if this Programming Request requires Softrip to transfer data to any third-party identified by you, you and the third-party acknowledge and assume all responsibility and liability associated with the proper security and protection of the transferred data.
Submitting a Support Question
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To request additional training or please submit a request through the portal. For other services, please contact support@softrip.com.