Support Service Description


The Prokuria Customer Success team is a core component of the way Prokuria operates.

All Customers that purchase and use Prokuria products and Services, receive Support from Prokuria's experienced Customer Success teams.



Customer Success team provides advice and assistance with:

  • Requests – User account and additional Software license Requests, and Prokuria product / Service related Requests that are defined in product or Service specific Service descriptions and catalogs that include Fees when applicable.
  • Inquiries – Inquiries, and questions regarding Prokuria products, Services, and billing.
  • Incidents – The expected result did not occur or an Error message occurred.
  • Enhancement Request – Suggestions related to Prokuria products and Services
  • Complaints regarding Prokuria products and Services


Prokuria Customer Success processes and best practices are based upon ITIL process definitions.

Ticket validation and customer communication are done at first line of support while 2nd line covers more technical requests.


 

Prokuria Customer Success team can be contacted via the in-app form, website contact form, email (sent to support@prokuria.com) or phone.


Standard Support is provided in English. The Prokuria Customer support team consists of people with different language skills, however, the Customer acknowledges and agrees that Prokuria does not make any guarantee regarding such language-specific Support Services.


Service Level Agreement essential terms

This section describes the commitments of support delivery that Prokuria undertakes towards its Customers



Request Severity Classes

 

Prokuria will determine which class a Request belongs to and reserves the right to change the class at any time. Prioritization is done according to the following categories:


DescriptionExamples
A critical incident (very high impact)
  • A customer-facing service, like Publishing events, is down for all customers
  • Confidentiality or privacy is breached /Customer data loss
A major incident (significant impact)
  • A customer-facing service is unavailable for a subset of customers
  • Core functionality (e.g. add new supplier, change status) is significantly impacted
A minor incident (low impact)
  • A minor inconvenience to customers, workaround available
  • Usable performance degradation



Standard Response Time Targets 


The following table describes the Response Time targets during business hours:


Type of incidents
Response time
Resolution time
Critical60 minutes24 hours
Major90 minutes48 hours
Minor24 hours7 days



Days Availability
All days24x7 for critical issues
Working days8 AM to 18:00 EE(S)T for major and minor issues



Contact phone for critical incidents: +40 724 011 885.