This article explains our provided support service and service levels. Future Ordering provides a 2nd line support requiring that Merchant has an organization providing the 1st line that make initial troubleshooting to determine if the source of a problem is related to the service or dependent system.
Methods to report issues and submit requests
Future ordering can receive reports and requests through our service portal and/or e-mailing to support@futureordering.com
More in-depth instructions on how to reach Future Ordering follow this article How to get assistance from Future Ordering
To improve our response time and resolution time please follow General guidelines for reporting an issue to minimize additional questions.
The ticket generated by your report or request will follow below prioritization matrix.
Priority matrix
Classification descriptions
- Class 1 and Class 2
- Faults with a scope and severity according to the matrix considered as unscheduled downtime and covered by SLA.
- A fault that cannot be resolved by the first line may be escalated to an on-call engineer according to the availability and response time as outlined.
- The on-call engineer, or the 2nd line can, depending of the nature of the issue, escalate to a team of cross-platform engineers that will be summoned according to a routine and together to work to reach a resolution
- The ticket will be continuously updated approx. one per hour with information on probable cause, estimated resolution time and overall progress of the ongoing issue.
- Class 3
- Issues with a lower severity on sales and/or user experience than class 1 and class 2.
- Expected response time is 4 hours during standard business days Sweden (CET)
- Expected resolution time is one business day.
- Class 4
- Support, for example with configuration or settings in the Service related to new capabilities not available as self-service post onboarding.
- Questions related to the use of the Service or clarifications of documentation and best practices described in Service Portal.
- Class 4 is handles on a first in - first out basis with an expected resolution time up to 5 standard business days Sweden.
Depending on the nature of the request the Parties shall with commercially reasonable efforts collaborate to shorten the expected resolution times whenever possible. E.g., channel task and/or requests to in-going Professional Services or establish new ways of working for predefined requests.
Services
Reference your master agreement to determine what service applies for you.
Standard 2nd line support
| Hours | Days | |
| Operating hours | 08:00-17:00 CET | Mon, Tue, Wed, Thur, Fri |
Support requests not related the Service will be charged as Pro-Services –
Troubleshooting of dependent services.
Extended 2nd line support
| Hours | Days | |
| On-call engineers | 08:00-22:00 CET | Mon, Tue, Wed, Thur, Fri, Sat, Sun |
Less then 30 min response time for class 1 and class 2 incidents.
Support requests not related the Service will be charged as Pro-Services –
Troubleshooting of dependent services.
Pro-service requests that can be requested by making a ticket.
- Troubleshooting of dependent services
- Option to get support for troubleshooting of dependent services.
- Roll-out support
- Option to request project support during a roll-out project.
- Configuration of the Service post onboarding
- Implementation, configuration, or customization of existing functionality according to Merchant requirements or adoption of the Service.
- Content and Configuration Services
- Option to procure services like image processing, maintenance and sales optimization via the management portal or POS configuration.
- Localization Services
- Option to add additional language and time formats to the customer facing channels text/copy and translations are provided by Merchant.
Service level availability - SLA
Scope
The SLA covers the functionality in the Service included in the master agreement. As new generic
platform functionality is released, the additions will be covered by the SLA. Dependent systems that are defined in your master agreement are excluded of Future Orderings SLA scope.
Measurement of unscheduled downtime
For an incident, the “Unscheduled Downtime” period begins when a Class 1 or Class 2 fault
of the Platform is reported to Future Ordering as an issue or if
detected by Future Ordering monitoring. The “Unscheduled Downtime” period ends when
the Service with respect to reported faults is remedied and Future Ordering report back the
uptime status for the issue. “Unscheduled Downtime” shall mean the total number of
minutes in a given month in which the Service there have been reported and unsolved Class 1 or Class 2 faults for which Future Ordering is solely responsible. Unscheduled
Downtime shall exclude unavailability due to any Force Majeure event. The measurement
is defined from Future Ordering’s public IP-address which means that it
excludes problems related non-Future Ordering controlled internet access but includes all
part of the Service and the Underlying Systems.