Authorised Users of Door Clients shall receive the following remote support services (“Support Services”):
- 1.1.1. Service outage support (unable to access the Door Platform), regardless of geographic location - the Authorised Users must contact Door via email (support@doorfunds.com). Such support is available from 08.00 to 22.00 GMT, Monday to Friday (Operating Hours).
- 1.1.2. Other Support Services, regardless of geographic location: the Authorised Users must contact Door via email (support@doorfunds.com). Support cases can be opened at any time. Door will respond to requests from Monday to Friday during 08.00 to 22.00 GMT, Monday to Friday (Operating Hours).
- 1.1.3. Responses to Clients’ support inquiries will be within the response time set out below. Failure by Door to make contact with the Authorised Users within such time periods due to the Authorised Users’ unavailability or inaccessibility are beyond the control of Door and may result in longer response times.
- 1.1.4. Product upgrades and error corrections are at no additional charge. Door shall provide Clients with commercially reasonable advance notification of when such upgrades or error corrections will take place during which time the Door Platform may not be available for Client use.
- 1.1.5. Responses to inquiries about reproducible, apparent errors to determine if the Service is functioning in accordance with the Documentation and receiving technical support and error corrections, if necessary, that shall result in the Door Platform functioning in accordance with its Documentation.
- 1.1.6. Assistance with Service technical inquiries by referral to applicable information in the Documentation, the Support Services website or other sources of technical support and information that shall facilitate the resolution of the inquiry.
¶ 1.2 Clients and their employees acknowledge their responsibility under the Support Services for:
- 1.2.1. Obtaining a reasonable level of user and administrator training for the Door Platform that Door routinely offers to its customers in the normal course of business.
- 1.2.2. Reading and performing instructions that will be included in the Documentation.
- 1.2.3. Having a reasonable level of in-house, knowledgeable personnel to support desktop and network environments.
- 1.2.4. Using commercially reasonable efforts to cooperate with Door’s correction efforts, including promptly providing to Door all documentation, examples, source data and other information regarding each support request.
Exclusions to the Door Support Services: Door shall not be obligated to provide any technical support relating to problems that are caused by Client’s:
- 1.3.1. Changes to its system environment(s) that are inconsistent with the system requirements specified in the Documentation and that adversely affect the ability to access and use the Service.
- 1.3.2. Misuse of the Service.
- 1.3.3. Integration of the Service with other products not supplied or supported by Door.
- 1.3.4. Installation of non-Door software or components, not identified in the Documentation.
- 1.3.5. Creation or modification of custom reports.
- 1.3.6. Customer network issues.
¶ 1.4 Severity Levels and Target Response Times
| Severity Level |
Description |
Target Response Time |
Status Frequency |
Time to correct error |
| Critical |
Major application component is down or otherwise unusable via the Door Platform, which impacts ALL Users who are unable to use the Service in Customer’s production environment and there is no workaround. Web services module is down in production and is affecting major functionality within the Service. |
Door personnel will begin working the issue within 30 minutes of receipt. |
60 minutes |
4 hours |
| High |
Application component is significantly impaired although still operational which impacts an individual User or subset of Users in Customer’s production environment. |
Door personnel will begin working the issue within 1 hour of receipt. |
180 minutes |
48 hours |
| Medium |
Application component is down or otherwise unusable via the Door Platform and there is a workaround therefore not preventing the User from doing their job. Web services module is working in production; however, there are minor issues. Customer cannot access Door help website to download documentation or view tutorials. Any issues defined as Critical or High in production are considered Medium in test environments (test, UAT, Sandbox, Development, etc.). |
Door personnel will begin working the issue within 12 hours of receipt |
As appropriate |
3 weeks |
| Low |
More functional or cosmetic issues that have no adverse effect on the day-to-day business of the Customer. |
Door personnel will begin working the issue within 24 hours of receipt |
As appropriate |
As appropriate |
All cases will be prioritised according to the Severity Levels above. However, Customer may indicate the importance of their cases within the severity levels noted above by providing an urgency rating as follows – Urgent, High, Standard. Once the Door support representative has reviewed the case, the case may be re-classified with a different Severity Level. Feature requests and other initiatives are not assigned a priority but may be assigned an agreed upon due date.
Initial response times would be in relation to support hours of 08:00 – 22:00 GMT Monday to Friday (Operating Hours), so that if an issue is reported outside of those hours the response will be within 1 or 2 hours, depending on ‘Severity Level’ from 08:00 GMT the next Support Operating Day.
Door has a maximum target resolution time of 4 hours within the support coverage times, although, we aim to resolve issues much earlier.
There are certain circumstances in which the monitoring and recording of resolution times might pause until certain criteria have been met, such as:
- The user hasn’t clearly articulated the problem
- If the diagnostic team cannot replicate the issue and need further information
- Door is awaiting a reply from an end user for clarification.
Outside of planned maintenance Door provides an uptime of 99.95% on a measurement of 24x7.
¶ 2. Review and Revision
Our firm will update this policy whenever we have a material change to our operations, structure, business or location.
Further information and advice on this policy can be obtained from the Door Team, policies@doorfunds.com.