Support Availability for STAC 3

Support Availability for STAC 3

Support hours

CIP provides support services from 9:00 a.m. to 5:00 p.m. Eastern Time, Monday through Friday, excluding recognized holidays.
Info
After-hours support is available by prior arrangement and will be billed at the after-hours rate.

Response Times

CIP will make commercially reasonable efforts to respond to customer requests according to the following priorities:

Critical Issues

  1. Definition: Complete system outage.
  2. Response: 2 Business hours. CIP will immediately escalate to senior staff and prioritize restoration.

High Priority Issues

  1. Definition: Major functions unavailable (e.g., inability to open cases, run critical reports, or widespread performance problems).
  2. Response: Within 4 business hours. Issue will be worked same day until resolved or workaround is provided.

Medium Priority Issues

  1. Definition: Errors affecting non-critical functionality, impacting some but not all users.
  2. Response: Within 1 business day. Resolution or workaround typically within 3–5 business days.

Low Priority Issues

  1. Definition: Cosmetic issues, minor bugs, general questions, or enhancement requests.
  2. Response: Within 2 business days. Resolution as part of the regular release cycle.

Customer Responsibilities

• Customers must maintain a Test Environment and install new releases there, prior to production deployment.
The main goal of testing a new release is to be sure the upgrade process will work when upgrading production and verify the essential features used on a daily basis are working in the new version.

• Customers must include testing STAC as part of their protocol to update servers, network, or other software that can interfere with STAC.
Most outages in STAC are related to failure in the customer infrastructure.
- Servers being unavailable
- Services not starting properly
- Changes on the rights on the accounts used in the system
- Lack of disk space

• Issues arising from unsupported modifications to data or database schema will not be covered under standard maintenance. Time spent investigating or correcting such issues will be billed at CIP’s standard rate.


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