Support SLA

As of July 2019 letzNav, Inc. has been rebranded to apty, Inc. Related changes in terminology:
  • letzNav Player - > apty Assist Client,
  • letzNav Editor -> apty Assist Studio.


Definitions

apty Assist Client 
apty Assist Client is an extension or a code snippet with multi-browser compatibility, offering a robust functionality for running Workflows and laying instructional elements such as Tooltips and Announcements over any hosting web application. The apty Assist Client displays instructions and guides users through the application; therefore, helping them accomplish their actions. The apty Assist Clietn is displayed as a widget based on the designated position on the screen of the hosting application.
The apty Assist Client retrieves instructions directly from the Admin Console and caches them for a limited time to allow seamless guidance.
For more info refer to: Browsers Supported
apty Assist Studioapty Editor is an application that connects to a browser and interacts with elements of the hosting application to create Workflows and other instructional materials (Tooltips, Validations, Announcements, etc.). Editor allows a user to select the elements in the hosting web application and provide navigational or educational instructions for that element. apty Editor provides a robust mechanism for identifying the web pages and starting context-sensitive Workflows.
Coverage Period (CP)The period of time during which System Availability is measured. Coverage Period is equal to thirty days, expressed in aggregated number of minutes, unless stated otherwise. 
Excused DowntimeThe service commitment does not apply unavailability, suspension or termination to the extent caused by:
  • factors outside of apty's reasonable control, including any force majeure event, limited Internet access or related problems beyond the demarcation point of apty;
  • any actions or in actions of Customer or any third party;
  • apty's suspension and/or termination of Customer’s right to use the apty platform; or
  • any planned or maintenance that apty performs on the apty Editor on Saturdays and Sundays (GMT), as well as any periods of shutdown necessitated by emergency maintenance. Customers will be informed of planned maintenance at least one week in advance both by an email announcement to active admin users.
DowntimeThe system is not available to end users or administrators.
Potential System Availability (PSA)The amount of time that the apty Assist Client and Editor (and its Services) should be available in each Coverage Period (CP). For example, the Potential System Availability in November would be calculated in minutes such as 30 days x 24 hours x 60 minutes or 43,200 minutes. This is excluding Periods of Excused Downtime.
System Availability (SA) / System Availability Percentage (SAP)The amount of time that the apty Assist Client and Studio (and its Services) should be available in each Coverage Period (CP). For example, the Potential System Availability in November would be calculated in minutes such as 30 days x 24 hours x 60 minutes or 43,200 minutes. This number is calculated is excluding Periods of Excused Downtime.


apty Assist Client and Studio Availability Measure Standards

apty Assist Client and Studio Availability Measure Standards

99.95%

apty Studio/back office availability

99.9%

Severity Level First Response

Response Time

Resolution Time

Contact Method

Severity

Description

Up to 2 Business Hours

4 Business Hours

Email/ Phone call

Critical

Defect with one or more of the characteristics stated below, when there is no workaround available:

  • System hangs: The System hangs indefinitely or there is severe performance degradation, causing unreasonable wait times for resources or response as if the System is hanging.
  • A main system function supporting a business critical process has failed, and the System functionality is limited such that critical business processes are paralysed.
  • System crashes repeatedly.

Up to 4 Business Hours

8 Business Hours

Email/ Phone call

High/Serious

A System is usable, but an essential component of the System is malfunctioning and / or substantially impacts business operations.

  • A critical defect with acceptable workaround exists.
  • Data corruption: no access to analytics (data is not collected).

Within 24 hours

3 Business Days

Email/ Support Ticket

Medium

The defect does not seriously affect business operation, causing some minor interruptions. 

  • The System is operative with some limitation on minor functions, or minor batch functions are inoperative.
  • Data corruption: no access to analytics (data is collected but is not displayed in the Admin Panel).

Within 72 hours

5 Business Days

Support Ticket

Low

Routine requests such as "how to" requests, validation of new functionality, apty function and business use questions. 

  • Minor mismatch of the specification or aesthetic aspect of the System which does not impact the usability or effectiveness.



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