IANN FileGPS Support Services (SLO)
Pragma Edge offers comprehensive support for its FileGPS product, ensuring secure and efficient file transfers across systems. The support services are designed to assist clients in maintaining optimal performance and addressing any technical issues that may arise.
Support cases are categorized based on the impact on business operations. The severity levels help prioritize issues to ensure timely resolution.
| Severity Level | Description | Response Time | Response time coverage |
|---|---|---|---|
| 1 – Critical | Business-critical functions are inoperable, or a critical interface has failed. Immediate action is required. Note: We will work with you 24 hours a day, seven days a week to resolve critical problems provided you have a technical resource available to work during those hours. You must reasonably assist Pragma with any problem diagnosis and resolution. | Within 1 hour | 24×7 |
| 2 – High | Significant functionality is severely restricted, impacting business deadlines. | Within 2 business hours | Monday-Friday business hours |
| 3 – Medium | The product or service is usable, but an issue is affecting operations. | Within 4 business hours | Monday-Friday business hours |
| 4 – Low | General inquiries or non-technical requests with minimal impact. | Within 1 business day | Monday-Friday business hours |
Please note: Response time objectives described in this document are intended to describe Pragma’s goals only, and do not represent a guarantee of performance.
Last updated: 2025-05-01
The priority and speed at which your support cases are handled are determined by the severity level you assign when opening the case. If needed, and with your agreement, the Pragma Edge support team may adjust the severity level to ensure accurate prioritization based on the actual impact of the issue.
Below is a guideline outlining common support scenarios, suggested severity levels, and the associated initial response time objectives for the IANN FileGPS product. These targets reflect our internal service goals and are not service-level guarantees.
| Severity | Business Impact | Details |
|---|---|---|
| 1 | Critical | System or Service Down Business-critical functions are inoperable or a critical interface has failed. This usually applies to a production environment and indicates an inability to access products or services that results in a critical impact on operations. This condition requires an immediate solution. |
| 2 | High | A product, service, business feature, or function of the product or service is severely restricted in its use, or you are in jeopardy of missing business deadlines. |
| 3 | Medium | The product, service, or functions are usable, and the issue doesn’t represent a significant impact on operations. |
| 4 | Low | An inquiry or non-technical request |
Note: We work with you 24 hours a day and seven days a week to resolve Severity 1 problems if you have a technical resource available to work during those hours. You must reasonably assist with any problem diagnosis and resolution.
As a valued user of the IANN FileGPS platform, your active participation is essential in helping us understand and resolve any issues or questions related to your service. The quality of the information you provide directly influences how effectively our support team can assist you. To ensure the most efficient resolution process, we recommend the following best practices:
When contacting Pragma Edge Support, please be ready to share the following information:
To request a service credit related to an SLA breach, a formal support case must be submitted within three (3) business days following the end of the month in question. The ticket must concern a production system outage and be classified as Severity 1 – Service Down.
Service downtime is calculated from the moment the Severity 1 issue is reported until the time the FileGPS service is restored. Downtime does not include:
Refer to your service agreement or transaction document for the specific SLA applicable to your FileGPS deployment.
Pragma Edge occasionally conducts feedback surveys to better understand your experience with our support services. These surveys help us improve our offerings and maintain high-quality support. Your responses are reviewed by our leadership team to identify areas of excellence and improvement.
By participating, you acknowledge that Pragma Edge retains all rights to any suggestions, feedback, or ideas submitted whether written or verbal.
Pragmaedge will release updates for the FileGPS product, including fix patches, bug resolutions, and enhancements, on a semi-annual schedule. Customers will be notified of these updates via email communications.
Clients can reach out to Pragma Edge support through the following channels:
This document provides an overview of the support structure and guidelines for Pragma Edge’s FileGPS product. For any further details, please refer to the official Pragma website or contact the support team directly.