Product Support - Breakdown


Hackerbay software products solve complex business problems, and need to work 365 days a year, 24 hours a day to ensure maximum uptime. Our platform handles petabyte-scale data through a combination of scalable architecture and federated data storage. As such, we offer Tier 1, Tier 2 and Tier 3 Level maintenance support contracts in order to ensure system uptime for our clients.


Tier 1: Help Desk Support

Support hours: 0900 - 1700 CEST Monday - Friday, excluding holidays.

Support type:

  • Enquiries regarding application functionality and services
  • Simple requests such as password resets and accounts unlocks
  • Basic network and application troubleshooting
  • Application usage and operational feature questions and issues
  • All other items unable to be resolved at Tier 1 Support will be escalated to Tier 2

Expected response time: Immediate for telephone enquiries, within one hour for email reports. Non-emergency, off-hours enquiries responded to as soon as is practical and addressed within one hour of normal support hour start time.


Tier 2: System Maintenance and Support

Support hours: 0800 1800 CEST Monday - Friday, excluding holidays.

Support type:

  • Patching systems, running scripts, solving minor fixes
  • Operational in accordance with performance levels of the system and responded to in accordance with the contract
  • All other items unable to be resolved at Tier 2 Support will be escalated to Tier 3

Expected response time: Immediate for telephone enquiries, within one hour for email reports. Non-emergency, off-hours enquiries responded to as soon as is practical and addressed within one hour of normal support hour start time.


Tier 3: System Maintenance and Support

Support hours: 0800 1800 CEST Monday - Friday, excluding holidays.

Support type:

  • Identification and correction of software, performance, and implementation failures
  • Evaluation and estimation of effort levels associated with system modification requests.
  • Corrections to SCR (Sub-contract Change Request) changes that require any technical specification alterations. Updating and maintaining required SCR documentation.
  • SCRs prioritised and agreed to by the client
  • All Tier 3 System Maintenance Support tickets responded to in accordance with the individual contract
  • Hackerbay and the client to agree over what constitutes an SCR and prior to commencing any system modification, the degree of modification as minor, moderate, or major

Estimated effort time required:

  • Minor Change - 1-40 Hours
  • Moderate Change - 41-500 Hours
  • Major Change - 501 - 1500 Hours

Expected response time: Within 30 minutes of emergency situations such as a system outage or a widespread interruption in multiple user access to the software: during and outside of normal support hours. Hackerbay to document all user problem notifications and solutions.