AntWorks Support and SLA Policy
AntWorks Support and Maintenance Terms (“Terms“) represent the contractual agreement under which AntWorks shall deliver comprehensive software support and maintenance services (“Services“) to the end user of the Supported Product (“Customer“).
Please note that these Terms are the exclusive terms. Any other terms and conditions will not apply to the Services unless explicitly and formally agreed upon in writing by both AntWorks and the Customer.
1. Definitions
Agreement for the Supported Product refers to the contractual document outlining the terms and conditions governing the license and usage of the Supported Product.
Core Technology refers to portions of Supported Product that provide the functionality of: recognition for letters, numbers, background, symbols, and others; document classification; document analysis for text blocks, picture blocks, table blocks, headers, footers and others; table structure such as сells, separators and others; line items extrapolation; named entity recognition; user-side software training.
Issue refers to any identifiable and repeatable instance where the Supported Product fails to substantially comply with the specifications outlined in the Agreement for the Supported Product and/or the accompanying documentation provided for the Supported Product.
Resolution means a Workaround provided to Customer or a correction to portion(s) of the Supported Product by AntWorks to remedy an issue in the Supported Product.
Resolution Estimated Time of Arrival or Resolution ETA refers to the duration between the instance when AntWorks receives a Support Request for assistance from the Customer, and the instance AntWorks can provide a non-binding estimate of the time required to deliver a Resolution.
Response Time means the time elapsed from the moment AntWorks receives a Support Request for assistance from the Customer and the moment AntWorks replies to the Customer.
Resolution Time means the time elapsed from when AntWorks receives a Support Request for assistance from the Customer until a Resolution is provided.
Support Request means a request for assistance submitted by Customer to AntWorks with respect to the Supported Product’s functionality or behavior.
Term means the period during which Customer is entitled to receive Services.
Supported Product means AntWorks product that is being referred to in the Software License Agreement.
Workaround(s) means a series of instructions, procedural steps or usage clarifications (including in the form of a reversal of any changes to the Supported Product or Customer’s system) that enable a customer to avoid an issue or circumvent its effects; not including the delivery of new programming code of the Supported Product.
Ticket means the formal vehicle used by AntWorks to receive Service Requests.
2. Support Services
| Services Level | Enterprise |
| First Response Times | Available in SLA |
| Resolution ETA | Available in SLA |
| Resolution Time SLA | Available |
| Knowledgebase Access | Available |
| Support Requests via AntWorks ServiceDesk Ticket | Available |
| Support Requests via Email | Available |
| Service hours of operation | 24×6 (24 hours a day; 6 days a week) |
| CST – Sunday 7.30 PM – Saturday 7.30 PM | |
| IST – Monday 6.00 AM – Sunday 6.00 AM |
Customer will have access to:
- AntWorks knowledgebase (for relevant AntWorks product)
- AntWorks ServiceDesk portal to submit a Support Request (https://support.ant.works).
- E-mail option to submit a Support Request AntWorks Support
- Supported Product documentation and other resources.
AntWorks Customer Support will respond to Support Requests. AntWorks will use reasonable commercial efforts to resolve issues reported by the Customer. Resolution may consist of correcting portion(s) of the Supported Product or providing to Customer a Workaround that gives Customer the ability to achieve substantially the same functionality as would be obtained without the issue. All Services shall be provided only via remote and in the English language only.
3. SLA (Service-Level Agreement) Severity classification and Issues
AntWorks shall make commercially reasonable endeavours to adhere to the Response Time and Resolution Time outlined below, as per the corresponding Severity Level and SLA applicable to the Services Level. For any new support ticket, the Customer shall initially classify the severity level, with AntWorks retaining the right to reclassify any support ticket in alignment with the defined Severity Levels provided below. The Customer acknowledges and agrees that while AntWorks shall exert commercially reasonable efforts to meet the Response Time and Resolution Time, such timeframes are purely estimated targets.
| Service Levels | |||
| Severity Level | Severity 1 (Crisis) | Severity 2 (Critical) | Severity 3 (Standard) |
| First Response Time | 2 Business Hours | 4 Business Hours | 8 Business Hours |
| Resolution Time | 1 Business Day | 3 Business Days | N/A |
The commencement of the Issue Resolution Time will initiate once the Customer has furnished AntWorks with adequate information, enabling AntWorks to commence issue diagnosis. The Resolution Time will be suspended if AntWorks requests access to the Customer’s environment or data necessary for issue verification and/or reproduction, and it will resume upon the Customer providing the requested access. AntWorks retains the right to downgrade Severity Levels if the Customer fails to provide access to the environment or data beyond a period of three (3) days following AntWorks’ request.
Disclaimer
Issues related to Core Technology, dependencies on third-party technology, or those requiring architectural changes in the Supported Product may necessitate a longer resolution time than the one specified in AntWorks’ Support and Maintenance Services SLA. This extended timeframe is due to the intricacy and potential risks involved in the process of fixing, testing, and releasing solutions.
AntWorks is committed to providing the Customer with a realistic Resolution ETA in such cases promptly. The objective is to maintain transparency and ensure the Customer is informed about the expected timeframe for resolution, even when the complexities of the issue warrant additional time.
Severity Level classifications:
Severity 1 (Crisis)
- Business continuity is severely impacted or has stopped.
- Production system is completely down, or core technology is inoperable. Restarting the on-premise system does not resolve the issue and at time of raising the support ticket, no Workaround exists to re-enable core technology.
- Impacting only production environments.
- The issue affects almost all Customer’s end users.
The Severity Level is decreased when a Workaround that has been provided allows the production system to run with a performance level that allows continued business operations.
Severity 2 (Critical)
- Essential functionality is impacting business and there is no Workaround.
- Failure of essential Supported Product functionality, or severe degradation of the Supported Product’s performance that affects significant aspects of business operations. The production system is operational but restricted. A Workaround is not available at the time of raising the Support Request.
- Is applicable for: (i) systems in production and (ii) staging environments only in case it has a critical impact on system being available in production in time / system upgrade deadlines; and
- The issue affects most Customer’s end users.
The Severity Level decreases when a Workaround has been provided that restores the Supported Product functionality to an acceptable level.
Severity 3 (Standard)
- Business continuity is slightly impacted.
- Supported Product functional limitations that are not critical to Customer’s daily operation.
- Issues that are specific to a certain document or batch and appear infrequently enough not to have severe impact on Customer’s business operations.
- Any degradation of image enhancement, OCR, classification, extraction and other Supported Product’s technology affecting a small subset of Customer’s documents processed with the Supported Product.
- Issue is revealed in the staging or development environment and has no critical impact on project delivery/system upgrade deadlines.
4. Support Exclusions
- Force majeure events or other factors outside AntWorks’ reasonable control (e.g., natural disaster, war, acts of terrorism, riots, virus attacks, security breach, government action, network or Internet failure, failure of Customer or third party owned software, device, technology, or infrastructure).
- Faulty input, instructions, or configurations or Customer’s attempts to perform operations that exceed the Software’s prescribed functionalities.
- Applications developed by Customer or other third parties’ products.
- The Software not being updated in accordance with AntWorks instructions or best practices, if in the update AntWorks resolved the Incident for which the Customer requests support.
- The Software being used with other products or software that are not officially supported, are out of support or have been deprecated.
- Customer’s failure to adhere to any required configurations, or to follow relevant security or acceptable use policies or practices.
- Use of the Supported Product in a manner for which it was not designed, including in breach of the applicable Agreement for the Supported Product.
- Issues that cannot be reproduced by AntWorks based on information provided by Customer.
- Database performance tuning, hardware maintenance and general administration.
- Assistance or support for errors, deficiencies, or malfunctions related to, customised deliverables created by AntWorks (Professional Services), its partners or third parties at Customer’s request.
- Customer’s failure to adhere to any required configurations, or to follow relevant security or acceptable use policies or practices.
- Scheduled downtime.
- Customer’s failure to cooperate for the resolution of a Ticket.
5. Customer Responsibilities
- Before submitting a Ticket, Customer will perform first line support for itself by investigating any connectivity, access permission, database provisioning or security issues related to its systems, networks or applications interacting with the Software.
- Customer will assess the impact, urgency and the perceived Priority Level of a Service request and add these details in the relevant Ticket. AntWorks will evaluate the Priority Level and confirm or recategorize it.
- Cooperate and communicate in a timely manner with AntWorks.
- Provide AntWorks with sufficient and accurate information related to the issue.
- Assign contact persons with the necessary technical and communication skills to collaborate with AntWorks.
- Make reasonable attempts to replicate, or to assist AntWorks in replicating the issue under the circumstances in place at the moment of Ticket submission, including by conducting diagnostic or troubleshooting activities.
- Resolve the Incident as indicated by AntWorks.
6. General
AntWorks will exert commercially reasonable efforts to deliver the Services under these Terms; however, the Customer acknowledges that AntWorks cannot guarantee the resolution of every question, issue, or reported matter. These Terms do not extend or add to any warranty for the Supported Product as outlined in the Agreement for the Supported Product or any other agreement with AntWorks concerning the use of the Supported Product. These Terms solely apply to Services obtained directly from AntWorks by the Customer. In case of any conflict between the terms of the Agreement and this Annexure, this Annexure shall prevail.
To ensure the accuracy and relevance of our Support and SLA policy, we will periodically update it to reflect evolving best practices. AntWorks will promptly notify your designated point of contact via email whenever significant updates occur. Additionally, the latest version of our SLA policy will always be available on our company website.
7. Term and termination
Customer shall be entitled to receive Services for the duration of the Term, that is defined in the Software License Agreement between Customer and AntWorks.
Last Updated: 10 August 2023
