Support Policy

What is support? 

Support means assisting the subscriber in performing a software function or resolving a software-related issue.

Consulting is work done to improve how the software operates or how it is used to perform tasks for the subscriber. This includes creating one custom report, for which Connect4 will, at its discretion, provide up to one per month at no charge to help you get the most out of your system. Any additional report requests will be billed at the per-incident support rate for your subscription.

A support incident is defined as a single support issue affecting a Gnosis subscription, along with the reasonable effort required to resolve it. A single support issue is a problem that cannot be broken down into subordinate parts. It is possible for a single incident to span multiple communications, and for phone or electronic communications to include multiple incidents.

A support Incident is not custom development, report writing, consulting, or a problem directly caused by a software bug, documentation error, or unsupported feature. If Gnosis Support determines that an incident is caused by a bug or documentation error, Connect4 will use reasonable efforts to resolve the issue as soon as possible. If you require custom development or consulting, a Gnosis support professional will be happy to provide an estimate.

Note that an incident is considered closed once a resolution has been provided by phone or email. The incident will be automatically reopened if the customer provides additional input indicating it was not resolved.

Resolution Process & Timeframes

Once an incident is accepted by Gnosis Support, resolution of the incident shall be defined by any one of the following:

• The response results in a reasonable solution.
• The response results in a reasonable workaround.
• Gnosis Support has determined the incident is related to an unsupported feature or function.
• Gnosis Support determines that the incident is an enhancement request.

A confirmation of receipt of a support incident submitted via official channels will be received within 15 minutes of submission.  Thereafter:

• URGENT BUSINESS INTERRUPTION: For requests marked Urgent or containing the word URGENT in the title, that reasonably meet our criteria for business interruption, a response working on resolution will be sent within 2 business hours of the request being received.
• GENERAL REQUESTS: Further communication may be sent to clarify a request, outline a path to resolution, or specify a resolution for the incident within 4 business hours for clients with a Software Support Agreement (SSA) and within 8 business hours for all other clients.
• RESOLUTION: While we cannot guarantee resolution timeframes for support requests received, we aim to communicate status and provide progress updates wherever possible.

Bug Determination

Bug reports are taken very seriously and are escalated to development as soon as they are reproduced in-house. If the issue is determined to be a bug, you will be informed which version it will be fixed in, and you may receive a fast-track, immediate hotfix release to address the issue.