¿WHAT IS AN ERROR?
AdvertMind considers an Error to be a malfunction of the system.
Understanding as such:
- Any abnormal behavior of the system.
- Any behavior that differs from what’s been defined in a functional analysis.
- Any behavior that generates data inconsistency.
- A run-time error generated by the application.
Below you can find the standard resolution times for Error type incidents:
Priority |
Description |
Standard times (business days/hours) |
|
Resolution |
First Response |
||
|
Urgent |
It is a problem that stops the operation of the business and, consequently, needs to be resolved as soon as possible. It includes a direct contact from our Customer Support Team to determine the degree of urgency. |
2 days |
5 hours |
|
High |
It is a problem that stops the business from carrying out a critical process, but it does not stop the operation of the business. |
4 days |
10 hours |
|
Medium |
It is a problem that needs to be resolved in the short term but that may have a temporary solution. |
8 days |
15 hours |
|
Low |
It is a problem that does not affect any critical process. |
16 days |
20 hours |
¿WHAT IS A NEW DEVELOPMENT?
You can request different types of new developments to our system:
- Improvement: it's a development that adds value to the system and is considered useful for all our Clients. The improvement can be either functional or non-functional (for example, performance). This type of development has no additional cost, given that the Client accepts the release in which AdvertMind proposes the delivery. If the Client requires it for a release prior to the proposed one, it will have an additional cost. In addition, if it is urgent, and the Customer requests delivery outside the release scheme, there will be a surcharge on the additional cost.
- Legal/Tax Adaptation: it's a development that responds to a new tax requirement in the country that applies. This type of development has no additional cost. The delivery date will respect the deadlines set out in the tax requirement, for which we will request you to send us the official requirement.
- Special Development: it's a development that satisfies a specific requirement of the Client. The added value is only for one or a few companies. This type of development always has an additional cost. And, like Improvements, if the Client can't wait and must be have it outside the release scheme, the development will have a surcharge on the additional cost.
The minimum standard resolution time for a new development requested outside the release scheme is 20 business days.
¡IMPORTANT!
We remind you that the times presented here are reference times. They can vary according to the complexity of the incidents.