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APPLICATION MANAGEMENT SERVICES (AMS) SERVICE DESCRIPTION

#ServiceOverview

1. Service Overview

This document describes the Novacura Application Management Services (AMS) provided by Novacura AB for customers purchased AMS services.

#ScopeofService

2. Scope of Service

Included services in Application Management Service:

  • Incident Management and troubleshooting of product-related issues.
  • Product Updates and guidance on known issues, maintenance windows.
  • Knowledge Sharing with access to documentation, user forums, FAQs, and release notes.
  • Root cause analysis (RCA) for Severity 1 incidents.
  • Change Management: implementation of approved Changes in Customer environments, including testing and verification prior to deployment.
  • Cloud Build Place Management: administration, patching, and technical upgrades of the Cloud Build Place.
  • Governance & Reporting: SLA statistics, periodic service reports, and service review meetings.

Services excluded from the AMS support offering (available via separate agreements or services):

  • Support systems and integrations that are not specifically mentioned in the Supported Solution document.
  • Onsite support unless explicitly contracted.
  • Other consulting services – unless explicitly contracted
#ServiceChannels

3. Service Channels

Customers can contact Novacura Customer Support via:

Customer Support Portal (primary channel)

The Jira Service Management portal Customer Support Portal should be used for any support needs throughout the customer’s software implementation and operational lifecycle.

Phone

This option is available for escalation of critical or high-priority incidents. It is strongly encouraged that a support ticket is registered first. Any subsequent telephone conversations between customer users and Novacura personnel will be documented in the corresponding ticket, ensuring full visibility through the Support Portal.

Supported Languages

Standard support language is English. Local languages can be provided as per separate agreement.
In addition to support, customers have access to the Novacura Community through the Novacura Forum to interact and collaborate.

#ServiceHours

4. Service Hours

Novacura provides support during regional business hours Monday–Friday, 08:00–17:00 (local time, excluding public holidays in the staffed region) using a follow-the-sun model across global teams. Tickets raised outside staffed hours are queued for the next staffed region.

Optional 24×7×365 support can be contracted separately.

#ServiceLevels

5. Service Levels

Service Levels for customers under AMS agreement are categorized in three different levels; Standard, Silver, Gold which sets the levels for Applications and Solutions under AMS related incidents.

Please refer to the Product Support Service Description for Service Levels regarding the Product Novacura Flow. Product Support Service Descriptions

Response time is measured from the time from which Novacura has received a Request to the point in time when Novacura starts working on the Incident.

SEVERITY

INITIAL RESPONSE TIME

 

Gold

Silver

Standard

High

2 hours

4 hours

8 hours

Medium

8 hours

16 hours

24 hours

Low

16 hours

24 hours

40 hours

 

SEVERITY

SEVERITY DEFINITIONS

High

The Request is classified as a high level Incident if it results in:

·       The whole production System is out of use, or

·       Serious degradation of System responses, or

·       The loss of key functionality under normal conditions, or

·       An important System component is unusable, or

·       Frequent failure of an important System and Affects more than 25% of overall users and

·       There is no Workaround available

·       Business impact is high.

Medium

The Request is classified as a medium level Incident if it results in:

·       Reduced functionality due to Error(s) affecting the overall System, or

·       Limited degradation of System performance or random outages in the

·       System availability, and

·       A Workaround solution is available

·       Business impact is low.

Low

The Request is classified as a low level Incident if it results in:

·       A non-significant effect on the functionality of the System

·       Affects only individual users, business documents or specific, non-critical functions of the System

·       Business impact is low.
#CustomerResponsibilities

6. Customer Responsibilities

To ensure efficient handling of support requests, customers are expected to:

  • All support tickets should be registered through the Support Portal.
  • Provide detailed information, including logs, screenshots, and steps to reproduce issues.
  • Provide Novacura with secure remote access to Customer environment if required for trouble shooting.
  • Ensure accurate and timely escalation with relevant details (error messages, replication steps).
  • Maintain internet connectivity, client environments, and integration points under customer control.
  • Stay updated on product release notes, maintenance notifications, and best practices such as coding guidelines.

Exclusions

SLA resolution times do not apply when delays are caused by:

  • Scheduled or Planned Maintenance.
    Downtime or service unavailability resulting from planned or scheduled maintenance activities.
  • Customer Systems, Equipment, or Configurations
    Incidents caused by the customer’s own infrastructure, systems, configurations, or equipment.
  • Third-Party Vendors or ERP Changes
    Issues arising from third-party vendors, ERP system changes, or other external dependencies that impact Novacura solutions.
  • Service Requests, Consulting, or Development Work
    Requests related to consulting, customization, or development efforts that extend beyond standard support.
  • External Communication Failures
    Service disruptions caused by failures in communication links or networks outside Novacura’s control.
    • Third-Party Systems and Services
      Problems due to outages, degraded performance, or failures in external systems, APIs, or services not managed by Novacura (e.g., customer-hosted infrastructure, third-party identity providers, external data sources, or integrations).
    • Misuse or Unsupported Configurations
      Incidents caused by misuse, misconfiguration, or use of Novacura products in ways that are undocumented, unsupported, or not aligned with Novacura’s guidance.
  • Access and Security Restrictions
    Delays or limitations in problem resolution resulting from insufficient system access, restrictive security policies, firewall rules, or other customer-imposed constraints preventing timely investigation.

    To ensure efficient handling of support requests, customers are expected to:

    • All support tickets should be registered through the Support Portal.
    • Provide detailed information, including logs, screenshots, and steps to reproduce issues.
    • Provide Novacura with secure remote access to Customer environment if required for trouble shooting.
    • Ensure accurate and timely escalation with relevant details (error messages, replication steps).
    • Maintain internet connectivity, client environments, and integration points under customer control.
    • Stay updated on product release notes, maintenance notifications, and best practices such as coding guidelines.

    Exclusions

    SLA resolution times do not apply when delays are caused by:

    • Scheduled or Planned Maintenance.
      Downtime or service unavailability resulting from planned or scheduled maintenance activities.
    • Customer Systems, Equipment, or Configurations
      Incidents caused by the customer’s own infrastructure, systems, configurations, or equipment.
    • Third-Party Vendors or ERP Changes
      Issues arising from third-party vendors, ERP system changes, or other external dependencies that impact Novacura solutions.
    • Service Requests, Consulting, or Development Work
      Requests related to consulting, customization, or development efforts that extend beyond standard support.
    • External Communication Failures
      Service disruptions caused by failures in communication links or networks outside Novacura’s control.
      • Third-Party Systems and Services
        Problems due to outages, degraded performance, or failures in external systems, APIs, or services not managed by Novacura (e.g., customer-hosted infrastructure, third-party identity providers, external data sources, or integrations).
      • Misuse or Unsupported Configurations
        Incidents caused by misuse, misconfiguration, or use of Novacura products in ways that are undocumented, unsupported, or not aligned with Novacura’s guidance.

    Access and Security Restrictions
    Delays or limitations in problem resolution resulting from insufficient system access, restrictive security policies, firewall rules, or other customer-imposed constraints preventing timely investigation.

#Governance

7. Governance & Service Management

Novacura will provide governance through SLA reporting, periodic service reviews, and continuous improvement initiatives. A Service Manager will be appointed to serve as the primary point of contact.

Change management is provided through Customer Service and will involve Novacuras Consulting department.

#LinkedPolicies&References

8. Linked Policies & References