FileMaker Service Level Agreement

For our more discerning, higher profile clients, due to company or organisational policy, we are often required to offer an agreed Level of Service. This Service Level is bundled with our application Support & Maintenance Agreement and offered at a flat rate per month. The amount largely depends on the total number of FileMaker Systems included under the Support Agreement.

Our service level agreement provides a commitment from us, to be there when you need us – to acknowledge, respond and resolve any issues in a predetermined time frame, depending on the severity of the incident or urgency of the work request. The document below outlines the acknowledgement/response and fix times based on the severity of the incident.

You can download a copy of our Application Support & Maintenance Agreement from here.

SeverityIncidentAcknowledge/ResponseFix
Sev 1

System Failure. Your business operations impacted with no practical bypass or workaround

  • Program aborts or stops.
  • Application unworkable.
  • Serious performance & logic problems.
  • Database corruption.
  • Major interface problem which stops downstream processes.
  • Major interface problem preventing use of data from upstream processes.
  • Essential components missing.
  • Screen/Dialogue aborts.
< 15 mins

< 3 Hours.

This may include a temporary fix or workaround. Permanent solution within 2 working days.

Sev 2

System Failure. Your business operations impacted with no practical bypass or workaround

  • Essential function severely restricted.
  • Essensial function not working, practical bypass available.
  • Restricted performance, logic problems.
  • Causes severe restriction to essential up-stream or down-stream process.
< 4 hours

< 8 hours

This may include a temporary fix or workaround. Permanent solution within 3 working days.

Sev 3

Error with Functionality.

  • Report records out of sequence.
  • Report/dialogue produced with extraneous characters.
  • Documentation not up to date.
  • Misleading message.
  • Misleading user guides.

< 24 hours

< 24 hours

This may include a temporary fix or workaround. Permanent solution included in next release.

Sev 4

Minor Errors and small enhancements.

  • Minor problem not impacting any user function.
  • Layout or format Errors.
  • Small system enhancement.
.

Delivery of Fix and deliver on Agreement.

 

  • Despite the fact that I’m currently a very small client they still treat me like royalty. I don’t know of any other business that will answer a question you post at 11pm on a Friday night within 10 minutes. And this is not an auto response, the response provided the perfect solution to my problem. My single biggest reason for recommending the FMStudio is their service.”

    ~ Joh Breytenbach, Owner AdApps.com.au.
  • “We’ve been working together for five years now and their knowledge and experience provided us with a system that is easy to train our sales staff in, streamlines our sales and ordering processes and simply connects with our accounting systems.“

    ~ Simon Rees, Managing Director Rogue Wines.
  • “I’d recommend the FMStudio to anyone who wants to run their FM solution on a dedicated FileMaker Server out of a Tier 1 web hosting environment and managed by FileMaker specialists for a very reasonable price. Without question knowing we have a “set and forget” partner for this critical piece of our core infrastructure is priceless.”

    ~ John Grant, Co-Owner NGL Leasing.