Support Plan

RACI for Support


Level of Support 
Application Managed Service Provider
Client System Owner
Level 1 
Initial Inquiry with ITSM/Ticket Issuer; Resolve as necessary.   Escalate to Level 2 and submit support ticket if unable to resolve – Enter Incident/Issue
Level 2 
Tirages Support Tickets with regards to troubleshooting and technical administrative support of the application as requested by System Owner.

Routine Application Support Type 1: Standard Change

See Table – L2 Issues Response Times 
System Owner or designed person is required to open a ticket on SaaS Provider’s support portal, listing a description of the issue, relevant software versions, a step-by-step description how to recreate the issue, and any supporting screen shots or videos. 

Submits Routine User/Project Creation Tickets

Informed/Consulted via SaaS Provider’s Support system. Updates and maintains Client’s ITSM/Ticket System as necessary.

Provides assistance/input if required. 
Level 3
Application Changes and/or Application Troubleshooting that requires 3rd party consultation.  Lead the technical review / fix of issue and/or scope proposed changes and impact to qualified and/or validated state. Support team will determine the Level of Change Requested and communicate with Client as required.
Type 2: Minor Change
Type 3: Major Change

Escalations to 3rd Party Vendors as per individual software agreements. 

See Table – L3 Change Response Times
Informed via SaaS Provider Support system. Updates and maintains Client’s ITSM/Ticket System as necessary. Aids/input if required.

Submits Change Requests to Application Services. Initiate appropriate Client Change Control and/or other tickets to support request for change, as required to support ticket. Coordinate appropriate Client UAT or other documentation as required.

Level of Support and Responsibilities

Client / System Owner; i.e. Designated Client’s Registered Client Agent
1. Client/System Owner responds to all Client’s ITSM / Ticketing System to address all Level 1 user issues or requests.

2. If determined an issue or action is required, a Client/System Owner submits support tickets/issues via the ProcellaRX Support Portal for Level 2 or 3 application support / issues. 
SaaS Provider 
Cloud Team
1. Support Client’s Cloud Infrastructure – may or may not be the same as Application Managed Services Team

2. If determined an issue or action is required that needs Cloud Team support, ticket will be escalated.
Application Managed Services
Service Provider 
1. Support SaaS Provider’s Cloud Infrastructure team in accordance with this agreement for Application Management Support as per ”In Scope” items and as covered in the ProcellaRX Support Plan

2. Level 2/3 support tickets/issues that are submitted by Client’s via ProcellaRX Support Porta will be submitted by registered client agent.

3. Support Application (IN SCOPE) under terms of vendor / software manufacturer Service Level Agreement.

Micro Focus/Open Text or Tricentis or Other 3rd Party Tools such as Atlassian or SAP (JIRA or SolMan) 
Vendor / Software Manufacturer 
Support product under terms of vendor / software manufacturer Service Level Agreement as appropriate

Definitions: Change Type

Type 1 – Standard
Type 2 – Minor Change
Type 3 – Major Change
Configuration changes to the supported product template or Project that DO NOT require a change to product Policy files/Workflow.  
Modifications that require design analysis whereby impact of the requested change can have adverse effects on one or more parts of the supported product Template/Workflow or Application Configurations/Integrations or the validated state of an application.
Modification that require design analysis since the requested change might adversely affect one or more parts of the supported product Template and/or existing project data and require project conversion activities to one or more projects. Any change that modifies an existing or creates a new Client User Requirement. Type 3 changes include SQL scripting or other advanced data modification. Type 3 changes require an estimate of effort, agreement from Client, and a statement of work if level of effort is expected to exceed 2 person-weeks. 
Other configuration changes to the application that DO NOT require a change to support product / Integration and/or the validated state of the application.  
Client Change Control MAY BE required and NOT exceed a level of effort of 1 week.
Client Change Control IS required.
Items that can be completed in less than 4 hours. Simple, singular configuration items that do not have an impact or adverse effect on the validated state, in most cases handled by Client L1 Support Team. Client Change Control is NOT required but may need assistance from L2 to execute. 
This time will be deducted from Application Managed Services – Enhanced Support Hours purchased.
This time can be deducted from Application Managed Services – Enhanced Support Hours purchased with pre-approval of use of funds.

Examples: Change Type

Type 1 – Standard
Type 2 – Minor Change
Type 3 – Major Change
-Standard Configuration Change. Examples: Adding template fields which have no relationship to other fields, workflow, or rules. Additions of project list values that have no relationship to other fields, workflow, or rules. Follows standard ALM update and Cross Project Customization feature.
Any change that is related to a new or is modifying an existing Client User Requirement. Type 2 changes include any ‘new’ feature of a supported product Release that Client has opted to turn on as part of the latest product Release, standard reporting, and minor product policy file configuration changes. Type 2 changes are limited to ALM cross-project customization changes and product policy updates, DO NOT include project data manipulation i.e., requiring database updates. Other examples: Project Upgrades / Conversions / Migrations or Assistance with standard Report generation from supported software, Ad-hoc Training if Level of Effort is less than 1 person-week. 
Two patch upgrades for defined products under AMS contract are supported. Hot fixes for OpenText ALM as required. Will be tracked as Change Type 3 and scheduled accordingly. These are included in standard funding.
Application Standard Configuration Change.  Examples: Creating/Adding Users, Reports and Projects.
ALM and/or qTest Connections to Tosca Repositories
Anything else must be evaluated

L2 – Issue Response Time

Response Time
Support Team Follow Up
2 Business Days
Issue presents minimal impact to achieve desired outcome, does not impact data integrity, nor system operations, but needs addressing to prevent further escalation. 
Follow-up on progress of Support Request once a week via email or phone. Leaving a voicemail is appropriate if the contact person is not available.
Next Business Day
Issue hinders task completion, but a workaround exists. The issue may impact data integrity and/or system operation.
Where possible, follow-up daily or at least every other day to convey status changes (if any), data requests, or progress reports. Email or phone is appropriate.
Within 4 Hours 
Issue prevents task completion, limiting productivity and impacts data integrity and/or system operation.
Follow-up daily until case is resolved. High impact case communication is primarily by phone.
Business Critical
Within 1 Hour
The system is down, and no work can be completed.
Continuous contact is required (bridge line / web meeting). This impact indicates that we will stay in constant contact with one or more Support Engineers actively monitoring the progress of this case. Support Management will be involved in ensuring that enough resources are dedicated to the situation, and that there are enough to cover the other customers.

L3 – Change Response Time

Change Type
Response Time
Estimated Delivery Time
Support Team Follow Up  
1 – Standard
Within 4 Hours
Within Next Business Day
Follow-up to confirm request is appropriate Change Type.  If so, Change Type 1 can be implemented and ticket closed out. If Change Type needs to be escalated up to Change Type 2 or 3.
2 – Minor 
Next Business Day
No Longer than 1 Week
Follow-up to confirm request is appropriate Change Type.  If so, estimate of delivery time will be provided in the ticket. If level of effort is greater than 1 week, Change Type will be escalated to Change Type 3. 
3 – Major 
3 Business Days
Varies based on complexity
For Upgrades – Schedule/Task List will be determined jointly with Client’s System Owner and/or Client’s Cloud Team  All other Change Type 3 will be estimated and presented to Client’s System Owner for approval prior to implementation.