The Customer Service Level agreement is defined in the SLA signed between the client and Weatherford. Below outlines an overall summary.
Weatherford believes that customer success is critical in using software. As such, Weatherford will provide timely responses to any problems with the Weatherford suite of software. Weatherford's engineers span from India, Europe to the US and will support clients during normal working hours at the support location.
Service Management
Effective support of in-scope services is a result of maintaining consistent service levels. The following sections provide relevant details on service availability, monitoring of in-scope services and related components.
Service Availability
Customer support to be determined by location and dedicated to either India, Europe or U.S. Support.
Support is available from 8am – 6pm at the service support location.
For specific support terms, such as submitting a ticket or case logging: Support Terms
Remote assistance will be provided in-line with the above timescales dependent on the priority of the support request.
Tickets
Once a client submits an issue, the support team will log the ticket for tracking and KPIs. Levels of Severity are defined on the Support Terms
Managed Hosted Service Environment
Software Upgrades
Substantial new additions will be sent to clients via Knowledge Base. Updates are normally pushed to the client at 1-week intervals. When updates are pushed to the client, they can learn the new feature’s definitions and How To's via the Weatherford's Knowledge Base.
Reliability Notifications
Weatherford's outage or issue notification is via an RSS subscription available at https://status.datagration.com. Weatherford recommends that the client account manager subscribe as well as any person who uses the system frequently.
Uptime as referenced is client SLA
Availability Warranty and Credit
As referenced in your contract.
Infrastructure Support
The infrastructure is under 24/7 surveillance. If the infrastructure experiences an interruption, the Weatherford DevOps team will be notified and immediately start working to fix the problem.