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Support and Maintenance Plans

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BA-Insight Support and Maintenance Plans
BA-Insight's Standard Maintenance plan provides a high level of support to allow IT departments more time to focus on other projects and spend less time managing BA-Insight software. This timely and reliable service will ensure you get the most our of your Longitude Search and Longitude Connector software.

Based on severity level, a BA-Insight resource will make a best effort to resolve the issue accordingly within the timframe outined below.
Severity Level Description Response Time
Critical A critical issue is one that affects at least one half of the users and impairs the ability to view Enhanced Search Results, for example, if the Longitude Software product crashes.

 2 hours
High An issue assigned a level of "high" includes issues that affect more than one quarter of the users. The issue results in the loss of some of the functionality provided by the Longitude Appliance but not all functionality. For example, Hit Highlighting stopped functioning.

24 hours
Medium An issue assigned a "medium" status includes issues that impact less than one quarter of the users, or a subset of the documents are not being enhanced. For example, remote users logging in from home are unable to get to the Search Page.

 72 hours
Enhancement Includes any request to make a change to the existing system such as improving the page appearance. The BA-Insight Support team will review and analyze each enhancement item. The BA-Insight Product team will then review the list of enhancements and make a decision regarding any further action.

You should expect an Engineer from the Support team to contact you and get additional information about your request, and a status on the Enhancement request.

Within a commercially reasonable time
Maintenance other than Standard Maintenance, including but not limited to support at other hours or by other means than the preceding, shall not be considered Standard Support and may be made available to Customer pursuant to a separate Support Agreement. Notwithstanding the foregoing, if a Critical or High Severity Level problem is reported to BAI during standard business hours or any other time frame covered, BA-Insight shall use continuous best efforts (i.e., working outside standard business hours where needed) to resolve the problem as soon as possible.

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 CONTACT INFORMATION
Contact Information
Via Telephone: 914-220-8395
Via E-mail: support@ba-insight.net
Via Web: support.ba-insight.net

 STANDARD SUPPORT HOURS
Standard Support Hours
Weekdays from 9 a.m. to 6 p.m. Eastern Time, holidays excluded. However, BA-Insight will respond to requests for assistance from Customers as quickly as possible with respect to problems of a type that would warrant a Critical or High Severity Level.

 SUPPORT LINE PROCEDURE
Support Line Procedure

  • For all issues, e-mail BA-Insight Support at support@ba-insight.net with a brief description of the issue.
  • Within 2 business hours of receiving your initial report of the issue, a Support representative from BA-Insight will call the dedicated contact. The BA-Insight support person after consultation with such contact will assign a severity level to the issue and respond based on the table above.