The following detailed service parameters are the responsibility of the Service Provider as part of the ongoing support to this Agreement. Protocol monitoring is done with Papertrail, server monitoring is done by New Relic. We use Pingdom to control the availability and responsiveness of the site (available here) Our goal is to perform the maintenance of the servers in the most transparent way possible for the user. The standard maintenance will be done on the weekend in the early hours of the morning (GMT). If maintenance requires an interruption of service, we will notify all customers 1 week in advance. In the event of emergency maintenance, we will inform as much as possible, but we cannot guarantee continuous service. This agreement represents a service level agreement (“SLA” or “agreement”) for ProdPad as a service provider for all its users. In order to better assist ProdPad in diagnosing and processing a customer`s request, a clear written description of the problem(s) that is being discussed/concerned, the steps that occurred before and/or after the appearance of the problem, and an estimated time frame within which the problem was observed. Screenshots and other descriptive support information are welcome.
The code is continuously tested and provided daily. For customers using the start-up package, limited support times are provided between 8:30 am and 5:00 pm GMT/BST, unless there is a critical issue. The following services are covered by this agreement: once the customer has provided ProdPad with the required notification of the problem, ProdPad will immediately register the problem and provide a ticket ID to the customer. This ticket ID allows the customer to refer to the problem if necessary via the online portal under help.prodpad.com.