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This article defines the scope of the Premier Success support package provided by Hornbill and should be read in conjunction with the applicable Hornbill Terms of Service. The Premier Success Plan provides a comprehensive level of support over and above that provided in the Essential Success Plan and is subject to an additional charge and contingent on the customer subscribing to the Hornbill service.
Hornbill is committed to delivering the highest level of service possible. We are open and transparent about our service level performance, and honest when things go wrong. Our standard terms of service contractually commit to service availability of no less than 99.95%.
Topics covered
Ensuring your success
Information to help you is available here on our docs site and also in our Community forum, where issues and questions receive informal support from the Hornbill community. Should you experience a problem, access to your dedicated Customer Success team is available via our mobile-enabled Support form. Just enter your email address and designated instance name and we will be alerted to your request and will call you back.
As part of your Premier Success Plan, we will provide root-cause analysis on all critical issues and quarterly reports outlining the status, outcomes, and SLA performance for issues and requests that you raise with us.
Important
Please do not raise problems (i.e., things that are broken) in the forums, as this may result in a delay in processing your request.
How your requests are managed
Hornbill’s incident management process ensures appropriate triage, prioritization, and investigation of emergency and standard incidents.
The objectives of the Premier Success Plan are to provide a managed mechanism to ensure that:
- You are aware of their instance status prior to raising an incident. You can use the Service Availability Check for instant visibility.
- Incidents are raised through the correct channel (the Support form). After an incident is raised, you can track it through the Success Portal.
- Incidents are triaged, prioritized, and routed correctly.
- Incident status and updates are communicated accurately.
- You can raise P1 (critical) and P2 (severe) incidents via the Support form and obtain 24/7 support at all times.
- A root cause analysis (RCA) report is provided on resolution of any P1 incidents.
- Responses and resolutions provided meet the requirements of the SLA.
- Incidents are appropriately associated with problem records if they are classed as defects.
- Critical incidents caused by product defects are patched within the SLA.
- A service delivery review is provided quarterly.
- Defects associated with incidents are published and made available for customers to track via the Success Portal.
Service levels
Support for critical issues is available 24x7x365. For lower-priority incidents, support is available during normal UK business hours. Please note that certain critical issues not specifically relating to our cloud infrastructure may require developer support to resolve. While full cradle-to-grave support for cloud infrastructure issues affecting availability is provided 24x7x365, development support is only guaranteed during normal UK business hours.
How priorities are assigned to incidents you report
The following table details the priority classification assigned to any incident reported. This includes the target response and resolution times, which are provided on a reasonable-endeavours basis.
| Priority | Definition | Response | Resolve | Root Cause Analysis |
|---|---|---|---|---|
| 1 Critical |
A failure in the production operation of the service rendering the service unavailable or critically impaired. Alternatively, data is corrupted or there is a significant security issue. | 15 mins | 4 hours | 5 business days from resolution |
| 2 Severe |
Issues of a high impact causing severe degradation in performance or failure of important features or capabilities. No acceptable workaround is available, but operation can continue in a restricted fashion. | 30 mins | 8 hours | N/A |
| 3 Moderate |
Issues of a moderate or low business impact where the service is operational, and most functions are still available. The impact is an inconvenience that may require a workaround to restore functionality. | 4 business hours | 3 business days | N/A |
| 4 Minor |
No impact in the operation of the service and the functions of the service are not impeded. | 1 business day | 5 business days | N/A |
Service credits
Availability Service Credits and Service Level Service Credits are provided when there are prolonged impacts to service availability caused by issues of a critical nature. This is detailed in Appendix 2: Availability service levels and service credits.
Registered contacts
You are required to provide Hornbill with the names and email addresses of support contacts who are responsible for managing your account.
As part of the Premier Success support package, your organization can optionally name two extra registered contacts, giving those contacts access to the Success Portal for logging incidents and using Premier credits.
| 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 |
| Primary 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 |
| Secondary Technical | This person is a backup to the Primary Technical contact. | Required |
| Additional Contact 1 | Typically, this is another Hornbill administrator. This person’s role is the same as the Primary/Secondary Technical contacts, but they will not be included in any notification emails from Hornbill. | Optional |
| Additional Contact 2 | This person is a backup to Additional Contact 1. | Optional |
| Data Security* | Hornbill’s contact for any data security issues. Typically, this person is responsible for your information security policies and practices. *Note: This named contact does not count toward your allocated 5 supported contacts in the Premier Success Plan. This contact cannot raise incidents or request Hornbill services as per the other named contacts. |
Required |
Exclusions
We want to do our utmost to ensure your success. That said, to ensure that Hornbill Customer Support stay focused on the issues and problems affecting the Hornbill platform and its applications, certain forms of assistance must instead be provided by the Hornbill Expert Services team, as follows:
- The importing of asset data from third-party systems and datastores such as SQL databases, Excel, or any other proprietary system and/or discovery tools.
- The creation of bespoke services, workflows, dashboards, or reports outside of those provided as standard in the Hornbill applications.
- Assistance with integration with other applications in respect to the use of Hornbill APIs and webhooks.
- Web services API: The Hornbill platform exposes all functionality through a single unified and fully documented web services API. The API is an XML RPC-style request/response messaging scheme, with all inputs and outputs fully described by XML schema and online documentation. We also provide simplified language bindings allowing developers to easily integrate within projects built using JavaScript, PHP, C#.NET, Java, Golang, and C++.
- Webhooks: The opposite to an API call, a webhook is a call from Hornbill to a web endpoint of your choosing. Most application actions on a Hornbill instance can trigger an action-specific event when an action is performed. Hornbill can be configured to call to a web endpoint passing the action-specific data to the web service. This is a powerful mechanism that enables true, near real-time integration with other business systems.
- Ongoing administration of your system (available with our Concierge Success Plan). The fact that the above items are listed as exclusions does not mean we are unable to help you. Please see our catalog of Expert Services available, or contact us at customer.success@hornbill.com for more details.
How to escalate a request
If for whatever reason we fall short of the standards you expect from us, please do not hesitate to escalate the matter by contacting us at escalation@hornbill.com.
Premier credits
We acknowledge that you may have specific requirements or there are circumstances where you require more than the Community forums and Customer Support team can provide. Working directly with a Hornbill product specialist can help you realize your Hornbill goals and objectives faster by accessing the wealth of knowledge and experience our specialists possess. Hornbill Premier Credits allow you to engage with a product specialist on a one-to-one basis, or request delivery of a specific configuration/administration on your behalf.
With the Premier Success Plan, you can rest easy in the knowledge that 10 Hornbill Premier Credits (1 hour = 1 credit) are available at any point during the contracted term of the plan. Hornbill Premier Credits must be used by the end of the contracted period of the plan and cannot be carried over into the next contract period.
Should you find you require more than 10 hours, holders of a Premier Success Plan can purchase additional hours at a discounted rate. For a quotation, please raise a request via the Success Portal or contact customer.success@hornbill.com.
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