Supported services
Confirm which software, modules, data services, integrations and environments are covered.
Service Level Agreement
Support levels, responsibilities and escalation routes should be agreed according to the service model, products, deployment approach and operational requirements.
- Supported services
- Contact routes
- Priorities
- Escalation
- Responsibilities
- Reviews
What an SLA should define
A service level agreement should make the support relationship clear for the customer and StatMap. The detail should be confirmed for the current products, deployment model, service scope and support arrangements rather than assumed from historic public wording.
Support hours
Agree when support is available and how out-of-hours or exceptional arrangements are handled.
Contact routes
Define how customers raise requests, provide evidence and nominate support contacts.
Priority definitions
Set out how business impact, severity and urgency are assessed.
Response and escalation process
Agree how issues are triaged, updated and escalated where required.
Customer responsibilities
Clarify the customer role in access, testing, data, infrastructure and issue reproduction.
StatMap responsibilities
Clarify StatMap responsibilities for product support, investigation and agreed service activity.
Maintenance and change process
Define how updates, maintenance windows, configuration changes and releases are managed.
Reporting or review process
Agree any service reviews, reporting arrangements or follow-up processes.
Priorities and escalation
Support priority definitions, response processes and escalation routes should be confirmed under the agreed support arrangements. This page does not publish fixed response-time commitments, because those details should be verified for the current agreement and service model.
Where an issue involves hosting, self-hosted infrastructure, data feeds, integrations or third-party systems, the escalation path should also reflect the responsibilities agreed for those areas.
Relationship to support desk and support model
The support desk is the practical route for raising product questions and issue reports. The support model explains how product knowledge, configuration, data, implementation and escalation routes fit together.
Support Model
How support is shaped around agreed arrangements and the services in use.
Support Desk
How customers raise questions, report issues and provide useful investigation detail.
Discuss support arrangements
Talk to StatMap about service levels, support responsibilities, escalation routes and the support model for your products or services.