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.

 

  • Exceptional service and reliability. The reliability and IT support are the most significant features of our business, especially in the era of COVID-19 where we are mainly involved in electronic rather than face-to-face patient management.

    ~ Dr. Ed Bateman, Head of Orthopaedics – Central Coast Local Health Authority.
  • This team are experts in their systems and are able to rapidly enhance and improve systems with limited guidance.

    They can be relied upon to recommend solutions that are cost effective and meet the time pressures of business.

    They have lifted the speed and capability of our systems while ensuring they remain robust and secure.

    ~ Brent Jackson, Chairman – IRD Group Pty Ltd.
  • I have found the organisation to be totally reliable, supportive and extremely competent. It has internal access to a range of people resources with a mix of skills and has always provided exceptional support – both in terms of technical competence, willingness to assist, availability and access to the team.

    My reputation is affected by the quality of the services provided on my recommendation – and I have no hesitation in recommending and endorsing this supplier.

    ~ Robert Fagan, SME Systems and Tools – Nokia Solutions & Networks.