Maintenance and Support Services
Comidor provides customer support, maintenance, and cloud services and warrants that it shall maintain the software in good working order, keep it free from defects in material and workmanship, and remedy any failure of the Software to perform or any other malfunction, defect, or nonconformity in the Software
Our services include:
✓ Correct any material defects or malfunctions
✓ Respond to any request for service due to a failure, malfunction, or defect, and render continuous effort to remedy the failure, malfunction, defect, or non-conformity.
✓ Provide to the customers all reasonably necessary telephone or written consultation requested, in connection with use and operation of the Software or any problems therewith
✓ Offer continuous platform enhancements with major and minor releases. Such enhancements will be deemed to include all modifications which increase the speed, efficiency or ease of operation of the software, or add additional capabilities to or otherwise improve its functions.
✓ Provide the following Bug fixes:
- Critical Bugs: Bugs that prevent key operations and cause total failure of application operation, such as System errors
- Major Bugs: Bugs that can seriously impede the progress of work and obstructing operations
- Normal/Minor Bugs: Bugs that will not obstruct key operations and the issues which may only affect one piece of software functionality
Maintenance and Support Services
Comidor provides customer support, maintenance, and cloud services and warrants that it shall maintain the Software in good working order, keep it free from defects in material and workmanship, and remedy any failure of the Software to perform or any other malfunction, defect, or nonconformity in the Software
Our services include:
✓ Correct any material defects or malfunctions
✓ Respond to any request for service due to a failure, malfunction, or defect, and render continuous effort to remedy the failure, malfunction, defect, or non-conformity.
✓ Provide to the Customer all reasonably necessary telephone or written consultation requested, in connection with use and operation of the Software or any problems therewith
✓ Offer continuous platform enhancements with major and minor releases. Such enhancements will be deemed to include all modifications to the Software which increase the speed, efficiency or ease of operation of the Software, or add additional capabilities to or otherwise improve the functions of the Software.
✓ Provide the following Bug fixes:
- Critical Bugs: Bugs that prevent key operations and cause total failure of application operation, such as System errors
- Major Bugs: Bugs that can seriously impede the progress of work and obstructing operations
- Normal/Minor Bugs: Bugs that will not obstruct key operations and the issues which may only affect one piece of software functionality
Our service commitment
Commencing at Comidor activation of the service, we will use considerable efforts to meet the Target Monthly Uptime Percentage of at least 99.8%. In the event Comidor does not meet the Service Commitment, the Customer will be eligible to receive a Service Credit
Our service commitment
Commencing at Comidor activation of the service, we will use considerable efforts to meet the Target Monthly Uptime Percentage of at least 99.8%. In the event Comidor does not meet the Service Commitment, the Customer will be eligible to receive a Service Credit
Our service commitment
Commencing at Comidor activation of the service, we will use considerable efforts to meet the Target Monthly Uptime Percentage of at least 99.8%. In the event Comidor does not meet the Service Commitment, the Customer will be eligible to receive a Service Credit
Comidor SLAs
Comidor SLAs
STANDARD
10 hours x 5 days
PREMIUM
12 hours x 5 days
16 hours x 5 days
24 hours x 5 days
24 hours x 6 days
24 hours x 7 days
CUSTOM
Customers can select their SLA level based on their needs
STANDARD
10 hours x 5 days
PREMIUM
12 hours x 5 days
16 hours x 5 days
24 hours x 5 days
24 hours x 6 days
24 hours x 7 days
CUSTOM
Customers can select their SLA level based on their needs
Service requests
Comidor Service Requests are classified by the Comidor support team according to the numbers of users affected and the criticality of the affected module. The incident severity levels are recognized and classified by Comidor as follows:
| Priority | P1 | |
| Severity | Critical | |
| Description | 1 | The client’s production system or database is down. The system does not work at all or none of the functionalities work or the performance of the system is heavily degraded and impacts normal business operations |
| Priority | P2 | |
| Severity | High | |
| Description | 1 | The client’s production system or database is down. The system does not work at all or none of the functionalities work or the performance of the system is heavily degraded and impacts normal business operations |
| 2 | outage or a major loss of functionality of critical modules and | |
| 3 | some functionalities do not work (properly) at all or impact more than 200 items (customers, services, orders, faults, etc.) or the performance of the system is significantly degraded. | |
| Priority | P3 | |
| Severity | Medium | |
| Description | 1 | Some functionalities do not work (properly) and impact less than 200 items (customers, services, orders, faults, etc.) or the performance of the system is decreased. |
| Priority | P4 | |
| Severity | Low | |
| Description | 1 | A problem with low visibility that affects around half of the users (around 30-50% of the users) and |
| 2 | a non-business critical function is not performing properly but processing can still continue and | |
| 3 | some functionalities do not work (properly) and impact an insignificant number of items, exceptional cases, or causes of inconvenience. |
*The Sevice Level Targets in terms of Product Support coverage, Response, Workaround, and Resolution time, are determined in communication with the customer in the standard/premium/custom SLA agreement
Service requests
Comidor Service Requests are classified by the Comidor support team according to the numbers of users affected and the criticality of the affected module. The incident severity levels are recognized and classified by Comidor as follows:
| Priority | P1 | |
| Severity | Critical | |
| Description | 1 | The client’s production system or database is down. The system does not work at all or none of the functionalities work or the performance of the system is heavily degraded and impacts normal business operations |
| Priority | P2 | |
| Severity | High | |
| Description | 1 | The client’s production system or database is down. The system does not work at all or none of the functionalities work or the performance of the system is heavily degraded and impacts normal business operations |
| 2 | outage or a major loss of functionality of critical modules and | |
| 3 | some functionalities do not work (properly) at all or impact more than 200 items (customers, services, orders, faults, etc.) or the performance of the system is significantly degraded. | |
| Priority | P3 | |
| Severity | Medium | |
| Description | 1 | Some functionalities do not work (properly) and impact less than 200 items (customers, services, orders, faults, etc.) or the performance of the system is decreased. |
| Priority | P4 | |
| Severity | Low | |
| Description | 1 | A problem with low visibility that affects around half of the users (around 30-50% of the users) and |
| 2 | a non-business critical function is not performing properly but processing can still continue and | |
| 3 | some functionalities do not work (properly) and impact an insignificant number of items, exceptional cases, or causes of inconvenience. |
*The Sevice Level Targets in terms of Product Support coverage, Response, Workaround, and Resolution time, are determined in communication with the customer in the standard/premium/custom SLA agreement