Definition of a call

The calls are expected to be of technical nature with clear and detailed specification and description of the problem. If possible and applicable, some evidence such as how to reproduce the problem, additional evidence or log files and other related information should be provided when placing the call.

One call covers maximum 1 hour of work. If finding an answer to the call is not possible within 1 hour Teamware will contact the customer to whether to continue investigating the problem. This additional work will be charged according to Teamware price book.

It is not permitted to combine several separate technical issues or problems in one call. Only one technical issue or problem per call is allowed.

Calls outside of a 'technical scope' will have to follow the chain through the standard sales and marketing contacts.

Response means the first response to the call within the target response time limits, not necessarily a solution or an answer to the call but at least information on how Teamware is going to proceed in solving the call. The time limits will be measured from the receipt of the call to the Incident Database. Working hours and days are in EET time (GMT+2 hours) from 0900-1900 hours from Monday to Friday excluding public holidays in Finland. Outside these hours counting starts and/or continues from the next working day. For example, if a call with required target response time of 24 hours is reported on Friday at 1500 hours CET, the target response time limit is the following Wednesday at 0900 CET (3 hours on Friday, 10 hours on Monday and Tuesday and 1 hour on Wednesday).