Foundation Customer Care

Service Level Agreement

Faster Help With Less Hassel

4Point Foundation Care is an all-encompassing support service tailored for organizations utilizing Adobe Experience Manager. It adopts a holistic approach to customer engagement, offering a single point of contact for all support requirements.

4Point Foundation Care guarantees swift and efficient issue resolution, proactive system health assessments, and expert advice on Adobe products and forms services.

Response Times

CRITICAL Priority 1

1 Business Hour

URGENT Priority 2

2 Business Hour

IMPORTANT Priority 3

4 Business Hour

MINOR Priority 4

8 Business Hour

Priority Definitions

CRITICAL (Priority 1) – The problem results in extremely serious interruptions to your production system and has affected, or could affect, the entire user community. Tasks that should be executed immediately cannot be executed because of a complete crash of the system or interruptions in main functions of the production system. Data integrity is compromised. The service request requires immediate processing because the problem can result in financial losses.

URGENT (Priority 2) – The problem results in serious interruptions to normal operations, or the issue will negatively impact an enterprise-wide production system rollout. In a production system, important tasks cannot be performed, but the error does not impair essential operations. Processing can still continue in a restricted manner. Data integrity may be at risk. In a development system, the problem hinders deployment. The service request requires timely processing because the malfunction could cause serious interruptions to critical processes or negatively impact business decisions.

IMPORTANT (Priority 3) – The problem causes interruptions in normal operations. It does not prevent operation of a system, or there could be minor degradation in performance. The error is attributed to malfunctioning or incorrect behavior of the software. The issue will affect a pilot or proof-of concept deadline.

MINOR (Priority 4) – The problem results in minimal or no interruptions to normal operations (no business impact). The issue consists of “how to” questions, installation and configuration inquires, enhancement requests or documentation questions.

How do I contact Customer Care?

By e-mail – support@4Point.com
By phone toll free at 1.877.469.3627

Customer Care Hours of Operation

8:00 a.m. to 8:00 p.m. EST
24 hours per day, 7 days per week for Critical issues

See priority definitions.

What Does My Customer Care Contract Cover?

Confirmation of product platform support and product features.
Confirmation of installation best practices, ensuring the understanding of the documented install and patching processes.
Questions about product functionality, providing appropriate product documentation where applicable.
Investigating and helping to resolve post-installation product issues, escalating issues as appropriate to Adobe for resolution.
24 x 7 Customer Care for Priority 1 Critical production-down issues.

See priority definitions.

Who Can Contact Customer Care?

Our Technical Customer Care Plan allows your organization to designate four contacts within your company. Any one of the four designated contact points is free to contact us at any time. On your initial contract with Technical Customer Care, simply provide us with the names, phone numbers, and e-mail addresses of your designated contacts.

Please notify us if your organization needs to change any one of your designated contacts.

Before You Contact Customer Care

To help our 4Point Team determine the nature of the issue, it is important for us to accurately document the technical issue and the steps that have already been taken to isolate the problem and resolve the issue.

If you have determined that the issue is related to an Adobe product contact support@4Point.com. If the problem is related to your hardware, network, third-party software, or database you may want to contact that vendor directly.

Case Number

Each technical issue reported to our Customer Care Team is assigned a unique case number. This number will enable you and our 4Point Consultant to track your issue through to its resolution.

Reporting a Technical Issue:

When logging a service request please provide the following information:

END USER DETAILS: Provide your company name and contact individual name.
SITUATION: Describe your business impact and objective.
PRIORITY: What is your assessment of the severity of the issue? See priority definitions.
PROBLEM: What is the problem? Include error messages and log files.
ENVIRONMENT: Which product, OS, printer network and database are you using? Please include version numbers and other other related details.
RESEARCH: Describe the steps to isolates and replicate the issue. We will nee to recreate your environment, including all third-party products, in a test setup.
ATTACHMENTS: Provide all relevant files and test cases that demonstrate/replicate the issue.

Escalating a Service Request

If either party determines that a reported technical issue or business situation requires additional attention, an internal management escalation procedure will be followed. The escalation process is mainly in progress when a technical problem situation arises; however, solution of this problem may require non-technical support for solving it. Management escalation may be commenced when:

A service request remedy leads to a dissatisfied end user
Resolution time targets are exceeded
The customer is dissatisfied with the solution provided
Either party has concerns about the service being provided

4Point Support - Escalation Contact

Kelly Arsenault

VP, Operations

Tel.: 613.907.6424

E-mail: kelly.arsenault@4point.com