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Essential Success Plan

This document defines the scope of the Essential Success Plan provided by Hornbill and should be read in conjunction with the applicable Hornbill Terms of Service. The Essential Success Plan provides an essential level of support and is included as part of your subscription to the Hornbill service.

Ensuring your success

Although using Hornbill is intuitive, information to help you is available here on our docs site and also in our forums. Any issues and questions receive informal support from the Hornbill community on our Community forum.

Many members of the Hornbill team also have an active presence in the Hornbill community. In addition to your fellow Hornbill subscribers who may share their successes and challenges relating to their Hornbill solutions, our development teams, product owners, and of course our Support team all monitor the traffic and coordinate to ensure that you get the right response from the right person. If you are reporting a critical issue relating to service availability, we aim to provide a resolution within four hours and post regular progress updates to ensure the whole community is kept up to date.

Note

Some critical issues not specifically relating to problems with our cloud infrastructure may require developer support to resolve. Whilst full cradle-to-grave support for cloud infrastructure issues affecting availability is provided 24x7x365, development support is only guaranteed during normal UK business hours. Comprehensive support for all types of issues is available with the Premier Success Plan.

Named support contacts

You are required to provide Hornbill with the names and email addresses of support contacts who are responsible for managing your account:

Role Description Required/Optional
Account Authority This person can authorize changes to your instance, including ones that will affect your billing. Examples include increasing subscriptions, changes to the company name, and changes in contacts. This may be your implementation lead and it may be someone with a job title like Director or Head of Procurement. Required
Technical This person is a Hornbill administrator and will engage with Hornbill Support and Customer Success. They will also be notified of any larger changes to Hornbill. Required
Data Security This person is Hornbill’s contact for any data security-issues. Typically, this person is responsible for your information security policies and practices. Required

What we need from you

Most importantly, nothing unreasonable. We need three official contacts. One of these needs to act as the named authority for affecting operational changes (e.g. new contact names). We need this because our information security policies require us to identify you before implementing changes or providing information in relation to customer/production instances. It is important that issues of a critical nature, and cloud infrastructure issues in particular, are reported by named contacts only. One of the contacts will also have primary authority over your instance.

As you should expect, we will approach critical issues with urgency. However, in order to progress them as efficiently as possible, we also need your help. Please outline your issues with as much relevant detail as possible, but also as concisely as you can. We understand that certain issues can cause a significant impact to our customers and appreciate that as a result, this may place customers under a high degree of stress. We are here to help. In order to maintain our high standards though, Hornbill needs to be able to guarantee that its staff are able to work in an environment that is free from obstruction to do so.

Appendix 1: Definitions

Terms in this section have the same meanings as those given to them in the Hornbill Terms of Service unless other meanings are given to them below. In these terms, unless the context otherwise requires, the following words and expressions mean:

  • Available: The SaaS Service is accessible by the majority of the Customer Users, functioning substantially in accordance with any applicable product manuals. Note that if the SaaS service is not available to any or all Customer Users owing to a fault or condition outside of Hornbill’s control, such as, but not limited to a failure of the Internet, then it shall still be deemed Available.
  • Availability Service Credits: Credits of Subscription Fees paid by Customer as a result of a failure of the SaaS Service to meet the SaaS Service Availability.
  • Business Hours: The number of hours elapsed during normal UK business hours 09:00 through 17:30 UK time Monday to Friday excluding UK public holidays.
  • Critical Issue: A failure in the production operation of the service rendering the service unavailable or critically impaired. Alternatively, there might be a significant security issue or availability affected by corrupted data.
  • Maintenance Notice Service Level: The minimum advanced notice period for a maintenance activity to be classified as Works is seven elapsed days (168 elapsed hours) for routine and/or planned activities and four elapsed hours for high-priority activities as solely determined by Hornbill.
  • SaaS Service Availability: The calculation of service availability for the purposes of calculating Service Credits.
  • Service Available Hours: The amount of time the SaaS Service is Available according to the service level. Calculated as the Service Operational Hours minus the time the SaaS Service is not Available (other than due to Works).
  • Service Maintenance Hours: The four (4) hours from 00.00 to 04.00 each day (with reference to the timezone defined in the Service Parameters) during which Customer access to the SaaS Service may be interrupted by the carrying out of Works.
  • Service Operational Hours: In any given period the total hours minus the time spent on Works (specifically when the SaaS Service is not Available).
  • Works: Routine and/or planned maintenance activities or high-priority activities (that interrupt the SaaS Service) as is required by professional computing practice and that take place during the Service Maintenance Hours and as communicated to Customer in accordance with the Maintenance Notice Service Level.

Appendix 2: Availability service levels and service credits

Availability

For the purposes of service reporting and calculation of any applicable Availability Service Credits, SaaS Service Availability for any period is expressed as a percentage and calculated as the Service Available Hours for the period divided by the Service Operational Hours.

Data loss

Hornbill takes reasonable steps to secure the Customer Data against loss due to any single system failure. Should Customer Data be lost due to such failure it will attempt to restore the data to a point prior to its loss. The maximum amount of time for which data should be lost is specified as one of the Service Parameters. Once the data has been restored by Hornbill using reasonable efforts, any resultant data loss shall not in its own right constitute service unavailability.

Service credits

Availability Service Credits are calculated on a monthly basis as a percentage of the Subscription Fee where the SaaS Service Availability falls below a certain threshold as shown in the Schedule below. To be entitled to any Service Credits, the Customer must request such Service Credit in writing from Hornbill within 30 days of the relevant month. The Service Credit will be applied to the next Subscription Fee invoice to be raised. If the Subscription Period has been reached (and no further invoice is to be raised) then no Service Credit is applied.

Schedule for availability thresholds

Availability in subscription period Service credit (as a percentage of subscription fee)
Greater than 99.95% 0%
Between 99.94% and 98.95% 2.5%
Between 98.94% and 97.95% 5%
Between 97.94% and 96.95% 10%
Less than 96.95% 20%
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