Technical Service Requests

All support requests are handled first by a Tier I Support Engineer who will triage your request and work with you to identify and, in many cases, solve the problem. If the issue cannot be immediately resolved, the Tier I Support Engineer will assign the TSR to a Tier II Support Engineer for further investigation and resolution. If at any point in time, you feel that the support request is not being resolved appropriately or that your request should be escalated, you can request escalation to a Tier II or Management resource. 

A Support Engineer responds to TSRs through the online support tracking system at www.chemware.com, or by phone for Severity Level 1 or 2 requests. Customers are advised to report Severity 1 or 2 issues by phone using the Production Emergency Hotline.

System Reliability and Service Level Agreement (SLA)

100% System Availability

The expected availability of the production system is 100%, with system uptime computed as:

System Uptime = ((Available-Time-per-Month) - (Downtime-per-Month))/(Available-Time-per-Month)

A given instance of system downtime begins after receipt of an Emergency Support call, with confirmation by ChemWare's technical support engineer as a Severity 1 or Severity 2 failure attributable to ChemWare-supported software. Non-production systems, or failures attributable to customer error, unsupported software, hardware, or other circumstances beyond ChemWare's control are not included in the system uptime computation.

Immediate Response for Severity 1 Issues

The Software Maintenance Agreement describes the response and resolution time obligations for ChemWare's technical support engineers, the customer's response time obligations, and the escalation path and timing for issues that cannot be resolved through "front line" support. Issues relating to IT infrastructure, advanced system configuration, and programming may be escalated by the front line support engineer. The SLA also describes ChemWare's obligations for software patches/updates, if applicable.

 

Service Level

Severity 1

Severity 2

Severity 3

Severity 4

Severity 5

Production Systems

General Questions

Enhancements

Description/
Examples

Complete loss of services; application unusable or inaccessible.

Severely impacted use of application with no reasonable workaround.

Moderately impacted use of application with reasonable workaround.

System configu-ration questions for additional features or new installation.

Enhancement requests or documentation errors.

ChemWare Response

Immediate

1 hour

4 hours

1 business day

3 business days

Customer Response1

1 hour

Shorter of 4 hours or same business day

1 business day

1 business day

N/A

Escalation

Immediate (Tier 2)

4 hours

1 business day

1 business day

N/A

Resolution

1 hour

Shorter of 4 hours or same business day

3 business days

N/A

Other Service2, if applicable.

Software Update

Interim patch and next Update, if applicable

Interim patch and next Update, if applicable

Software Update

N/A

Other Service2, if applicable.

    1Severity categorization may be downgraded if Customer Response is delayed.
    2See Technical Services Agreement for applicable terms and rates. 

Accessing Technical Support*

Software maintenance includes unlimited technical support during normal business hours (8 am - 6 pm Eastern Time) on all software licensed from ChemWare. An emergency support level option is also available for customers requiring after-hours support.

If you are experiencing a production emergency (Severity 1 or 2), call the Priority Support line (press Option 1) for immediate assistance. Do not send email. If this is an after-hours emergency, call the Emergency Support Hotline (special contract terms apply).

Help Desk Hours

Help Desk staff are available Monday - Friday (excluding holidays) during normal business hours (8 am - 6 pm Eastern Time).

2016 ChemWare Holiday Schedule (office closed):

  • Friday, January 1 (New Years)
  • Monday, May 30 (Memorial Day)
  • Monday, July 4 (Independence Day)
  • Monday, September 5 (Labor Day)
  • Thursday and Friday, November 24-25 (Thanksgiving)
  • Friday and Monday, December 23 and December 26 (Christmas)

Disaster Preparedness

For additional disaster preparedness, ChemWare offers 24x7x365 production emergency support as an "on-call" service. The emergency support line is monitored after normal business hours: weeknights from 6pm EST - 8am EST, and 24-hour coverage on weekends and holidays. This coverage supplements the standard Software Maintenance Agreement, which already includes provisions for emergency (Severity 1 or 2) technical support during normal business hours through the Priority Support line (919.855.8716, Option 1).