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Support

Achieve Solution:
In collaboration with the Client’s team, Achieve’s Support team will provide monthly support services for Client Networks’ API portal. Under this agreement, the following topics and support services are covered:

  1. Technical Support & Security Updates

    1. Achieve will ensure that security updates have been made to Drupal core and contributed modules each month.

    2. When critical Drupal security updates are announced to the development community Achieve will notify Client and the appropriate security patch will be implemented within two (2) business days.

  2. Drupal Admin Support & Troubleshooting

    1. Client may log support tickets regarding the navigation of the API Portal admin interface.

    2. API Portal admin support covers topics such as:

      1. Content Types

      2. Content Editing

      3. User Roles & Permissions

      4. Taxonomies & Views

      5. User Registration & Forms 

      6. API Documentation 

  3. Monthly

    1. Summary report of reported issues and resolutions

    2. Call with support to discuss system performance, upcoming releases and prioritizing client requests as needed.

Assumptions:

  • Client may log Support requests and ask questions via Service Desk tickets and/or emails, up to five (5) users.

  • All necessary user credentials are required for remote support.

  • The API Portal will be hosting on customer managed AWS infrastructure

  • AWS hosting and environmental details (hardware, operating systems, user accounts, network configuration, etc.) and access needed to aid in support operations must be supplied to the Contractor prior to the Effective Date.

  • Excludes custom API Portal modules not created by Achieve Internet and/or custom modules created by Achieve Internet that have been altered in any way by Client or third party.

  • Does not include Apigee platform support.

  • The Contractor will provide a response to all inquiries within eight (8) business hours during the operating hours of Monday – Friday,  5 AM - 5 PM PT.

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SLA Response & Resolution Times
Our dedicated support team is here to resolve all issues big and small, answer any questions you may have, ensuring your portal stays secure and up to date.  Technicians are notified automatically upon ticket submission and will respond during business hours.  Achieve support operates between the hours of 5:00 a.m. - 5:00 p.m. PST.

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