Terms for support services – Rillion and Acubiz software
Introduction to Rillion and Acubiz support at Document People, and how to get in touch with us if you experience an error.
How Document People support works in daily practice
- The customer designates an agreed number of Rillion and Acubiz super users, all of whom receive mandatory super user training as part of onboarding training and testing. Rillion and Acubiz super users are the only users entitled to contact Document People Support.
- The customer's regular users first contact the customer's own internal Rillion and Acubiz super user for support. The customer's Rillion and Acubiz super user then contacts Document People Support if necessary.
- The customer's Rillion and Acubiz super user sends an email to the Document People Helpdesk at support@documentpeople.dk. The email must include a description of the error along with a screenshot.
- The customer's Rillion and Acubiz super user can also be in contact with Document People Support by phone.
- All enquiries to the Document People Helpdesk are logged with a case number, which is communicated by email to the person logging the request. The case number is the key to all future communication about the enquiry, whether by phone or email.
- Manuals, guides, Q&A, product notes and general documentation are available via Document People's Online Helpdesk.
- The support service is billed based on time spent, in increments of every 15 minutes started, at the hourly rate applicable for Document People support staff at any given time, currently EUR 149. All prices are exclusive of VAT.
Response time commitments
Document People support Helpdesk will confirm receipt of a support request and begin troubleshooting within the response times listed below.
| Priority | Response time |
|---|---|
| 1. CriticalA deviation meaning that Rillion or Acubiz is unavailable to most users and/or has an overall and significant impact on the use of Rillion or Acubiz. The business impact is critical. | 2 business hours |
| 2. HighA deviation meaning that Rillion or Acubiz is unavailable to a limited number of users and/or directly affects the use of Rillion or Acubiz. The business impact is high. | 4 business hours |
| 3. MediumA deviation meaning that Rillion or Acubiz has shortcomings affecting a small number of users and/or has some impact on the use of Rillion or Acubiz. The business impact is low. | 16 business hours |
| 4. LowA deviation with a low impact on the use of Rillion or Acubiz and which is not time-critical. No real business impact. | 40 business hours |
| Data protection breachIf a breach of data protection law is confirmed, Document People will respond to the incident in accordance with the guidelines and requirements set out in GDPR legislation. | Priority 1 |
For support enquiries relating to an error, troubleshooting begins within the stated response time and continues with high priority until the error is resolved.
A fix for an error may be permanent, temporary, or a way of working around the error (a so-called workaround). In the case of a temporary fix or a workaround, Document People will, within 15 business days, provide the customer with a plan for when and how a permanent fix will be delivered. This applies only to errors with priorities 1 and 2.
Document People reserves the right to change the classification (priority 1, 2, 3 or 4) if new information becomes available in the case. Any change to an assigned classification, and the reason for it, will be communicated to the customer.
A breach of data protection law is handled as priority 1 until the case is closed.
Response times apply within Document People's normal business hours, currently weekdays from 8:00 to 16:00.
Need support?
Contact Document People Helpdesk if you experience an error or have questions about your Rillion or Acubiz solution.