Last Updated: October 26, 2011
The following policies outline specific services, priorities, and responsibilities aimed at better defining our working relationship, and is subject to modification at any time in response to changes in Kavi services and support needs. We will send out notifications to current customers when we make substantive revisions to any of the Policies below - in addition, you should always feel free to contact your Account Manager should you have questions or need clarifications.
Kavi also provides System Availability updates as well for our customers.
Kavi Application and Platform Maintenance Policies
Kavi maintains the equipment and software that Kavi uses to provide our services. In order to keep our systems in good working order, we provide Application and Platform Maintenance as defined below:
Definition
Scheduled Maintenance
- Scheduled Application Maintenance includes regular application code updates or patches, bug fixes or product enhancements.
- Scheduled Platform Maintenance includes software releases, minor software updates, security patches, OS (operating system) upgrades, hardware upgrades/enhancements, or other infrastructure-related operations.
Emergency Maintenance
Emergency Maintenance includes urgent patches and updates, urgent security updates, or hardware repairs. Emergency Maintenance may be performed as needed and typically cannot be scheduled.
Timeline
Kavi performs routine Scheduled Maintenance on these days:
- Application Maintenance: Tuesday beginning at 5 AM PST – to completion. Customers should experience no loss or interruption of service while maintenance is occurring on their installation.
- Platform Maintenance: Thursday beginning at 5 PM PST – Friday 1 am PST. Customers may experience a momentary disruption of service should we need to reboot servers as part of a platform upgrade, for example.
Kavi also performs major application releases, hardware upgrades, OS upgrades, and other updates on an as-needed basis, scheduled either for after-business hours Pacific Time or on weekends.
Communication
Customers are not regularly notified prior to routine Application or Platform Maintenance events – instead, we adhere to the schedules noted above. However, we do provide regular customer updates about planned new features, or revisions to existing product components. Look for those in our Product Announcements forum (also shared via the Kavi Support e-mail newsletter as well).
Kavi will notify Customers in advance via email – sent to the administrative contacts for the organization as currently on file - for any planned major Scheduled Maintenance, as defined above. (Are you a current administrative contact for your organization, but aren't getting Kavi Support email updates? Subscribe here...)
Kavi will endeavor to notify Customers via email of Emergency Maintenance in advance to the extent it is reasonably able to do so. We suggest monitoring our System Availability update page to review in-progress events and their resolutions.
Kavi Support Policy
Kavi's Technical Support Team is the primary point of contact for all technical support and troubleshooting requests. Each time you contact Kavi, you reach an expert deeply committed to helping you succeed. We pride ourselves on excellent, prompt service.
Support Policy
We offer two Support Policies for our customers:
It is important to note that our Support Policies apply to Application Support for our own suite of applications, and do not apply to other Technical Services offerings. If the problem or request concerns third-party software or services, we will suggest other avenues of support.