Enterprise Support Policy
Policy Updated 22 December 2022
This Support Policy accompanies the agreement entered into between you (“Customer”) and Kyckr Ireland Limited (“Kyckr’) (the “Agreement”).
Capitalised terms used in this Support Policy that are not defined herein have the meanings given to them in the Agreement.
1. OVERVIEW
1. Kyckr will provide the Customer with technical support in respect of its access to the Kyckr Services.
2. Kyckr shall provide any technical support via email or teleconference as may be appropriate and necessary to resolve a fault with the Kyckr Service in line with the fault classification and response times below.
3. All support tickets are logged and managed through Kyckr’s help desk system. Customers can raise issue tickets via email. Any email to support@kyckr.com automatically raises s new ticket.
4. Kyckr shall be under no obligation to provide technical support other than in respect of errors with the operation of Kyckr’s Services. Kyckr shall not provide support for issues not directly relating to Kyckr’s Services, including:
o any programs used in conjunction with Kyckr’s Services.
o the Customer’s failure to configure the latest release or version of Kyckr’s Services made available to the Customer.
o any fault in the hardware or software of the Customer’s device(s) or otherwise.
o incorrect or unauthorised use of Kyckr’s Services which are not expressly set out in the Agreement;
o data or other content extracted from the Registries by the Customer using Kyckr’s Services (including the format, configuration of such data or other content. The Customer in particular acknowledges that the data it extracts via Kyckr’s Services may require Customer modifications in accordance with its own requirements which is not the responsibility of Kyckr); and
o any fault with any Registry whatsoever.
2. BUSINESS HOURS
Business hours are classified as 9 am-5.30 pm UK GMT on Business Days. For calls logged at weekends, this will be measured by Kyckr from the start of the next Business Day.
3. MONITORING
The Kyckr platform has monitoring built-in which is used to detect issues with calls to the platform and calls made by the platform to some vendors. This monitoring generates alerts when predetermined thresholds are breached which are sent to relevant Kyckr staff for actioning. Where an alert is for an issue that affects the delivery of the service updates are posted to Kyckr’s publicly accessible status reporting system. (status.kyckr.com). Registry-side incidents are also communicated out via emails from Status.Kyckr.com.2.
4. FAULT CLASSIFICATIONS & RESPONSE TIMES FOR SECOND LEVEL SUPPORT
Kyckr provides a target response time for all tickets raised based on the priority of that ticket, namely time to Initial Response acknowledging receipt and triage to determine the severity and decide the next course of action.
Resolution is the target time to have the issue resolved or a workaround provided to restore the Kyckr Services into a working state and allow the Customer to resume normal activities. The actual time to full resolution may be longer due to requirements to perform longer running actions outside of Kyckr’s control, such as maintenance work at the underlying source Registry, and underlying Registry offline, but these will be communicated to the Customer during the ongoing incident.
If the issue is long-running, requires additional support or is waiting on a third party, an alternative update process may be agreed upon between Kyckr and the Customer.
Kyckr prioritises issues based on the below guidelines.
Fault Classification Definition Initial Response* Initial Update Frequency
Priority 1: “Priority 1” means an incident or fault that severely impacts the Kyckr core system availability or where severe degradation of performance is experienced across the entire Kyckr product suite. An example of a P1 call would be that Kyckr’s Services are not accessible, and a customer cannot access any functions. 2 Business Hours 2 Business Hours
Priority 2: “Priority 2” means an incident or fault where part of Kyckr’s Services are unavailable.
An example would be where the overall API is operational. However, one or more of the constituent API calls are unavailable. Next Business Day 6 Business Hours
Priority 3: “Priority 3” means an incident or fault with Kyckr’s Services that affects Information extraction from one or more individual Registries. This will likely be related to an issue accessing the registry and may require Kyckr to liaise with the subject Registry support team to resolve the outage. Therefore, an expedited resolution may not be possible. 2 Business Days Next Business Day