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Texada Software Service Level Agreement

This service level agreement (SLA) defines case severity levels and response times, including escalation rules. Response times are defined in business hours. Our standard business hours are Monday to Friday, 8:30 a.m. to 5:00 p.m. ET

Severity 1: Unable to use or access the system

The impact of the reported deficiency is such that the entire organization is unable to use the Texada Platform. 

  • Immediate response (within 30 minutes)
  • Incident escalated if required within 45 minutes
  • Licensee notified that issue is being escalated
  • Texada will use best efforts to resolve within 24 hours

Severity 2: A business process is not working

Important features of the Texada Platform are not working properly and there are no acceptable, alternative solutions. While other areas of the Texada Platform are not impacted, the reported deficiency has created a significant, negative impact on the licensee's productivity. 

Examples of Severity 2 would be the inability to create or complete a Quote, Reservation, Work Order, Contract or perform key Back Office financial functions because the module within the application is non-functional or inaccessible. One or more users cannot login, but other users can.

  • 2 hour response time
  • Problem and impact to business defined
  • Licensee notified that issue is being escalated
  • Texada will use best efforts to resolve or deliver an acceptable work-around within 3 business days

Severity 3: All other problems (not affecting business productivity) 

Important features of the Texada Platform are unavailable or do not work as stated, but an alternative solution is available or non-essential features of the Texada Platform are unavailable with no alternative solution. The licensee impact is minimal loss of operational functionality. 

An example of a Severity 3 would be the reservation module is not working in the counter worksheet, but reservations could still be entered and converted in the reservation module itself, so there is minimal loss of functionality. A function has been modified from a previous version and the licensee needs guidance on where the function is or needs help file clarification.

  • 4 hour response time
  • Problem and impact to business defined
  • Incident escalated after evaluation if required
  • Licensee notified that issue is being escalated

Severity 4: No immediate business impact 

Licensee submits a Software Recommendation Request, Software Enhancement Requirement, Business Requirement Change Request which has no operational impact. The implementation or use of the Texada Platform by the licensee is continuing and there is no negative impact on productivity. 

Examples of Severity 4 would be a request for a particular data extract or report that is not part of the standard product. Another example would be a change request to the look or function of a data entry screen.

  • 1 business day request acknowledgment
  • Request and specifications defined by Licensee in the Texada Ideas Community (https://community.texadasoftware.com/)
  • Ideas will be regularly reviewed by the steering committee.

Client Responsibilities

  • If the Texada Platform is inaccessible, the licensee must contact Support via phone (1-800-361-1233 ext 1) and explicitly state that no one in the organization can access the Texada Platform; all other cases should be logged via email, web, or phone.
  • The licensee will be courteous and professional in conducting business with Texada Software.
  • The licensee will provide all information relevant to the case, including, but not limited to, the faulty function, the expected results, the actual results and the steps taken to reproduce the issue.

Texada Responsibilities

  • Texada Support staff will conduct business with licensee in a courteous and professional manner.
  • All information regarding the case will be recorded in our support tracking software.
  • Texada will obtain the client’s confirmation that the case was resolved before closing the case. If confirmation is not received within 5 business days, the case will be automatically closed. Cases can be re-opened within 10 business days, if necessary, otherwise a new case will be started.