Description
What is included in this package?
- Complete installation or step-by-step assistance for the installation of ACAR products with your SP Administrator
- Problem isolation and identification as related to ACAR products
- Direct communication via MS Teams with your technical SPOC. (mostly the SharePoint Admin of your Microsoft 365 tenant)
- Clients send an Email with the issue they face, with a screenshot and an exact description of the problem
- Our technical team will check the issue, (if possible directly on your site) and fix the issue
- Response Time 24 hours
- if not solved in 48 hours, a Microsoft Support Ticket opened
- ACAR error message analysis and resolution
- Bug reporting fixes and follow up
- Advice on product issues involving general usage, implementation, licensing, operation, and functionality
- Up-to-date information on current releases, product compatibility, restrictions, enhancements, workarounds, and fixes
- Severity 1 & 2 initial response goals: 24 business hours
- Access to patch releases and bug fixes: Yes
- Severity One (Urgent) A severity one (1) issue is a production problem that may severely impact the client’s production SharePoint environment or ACAR products, systems are down and no procedural workaround exists.
- ACAR does offer Training Videos. Access to the Training Video Library is included in this package
- Free Major Version Upgrades: Yes (New software versions) when they are released within the time of your agreement
- Upgrade to the latest Room Manager releases
- Normally once a year. You receive the update file, and your SP Admin can upload it directly to the SP APP Catalog)
Support does not include
- Configuration of ACAR products for specific business use cases (change requests)
- ACAR does offer Admin and User Training Videos. Access to the Training Video Library is not included in this package
- System/SharePoint/Microsoft 365/ administration unrelated to ACAR products
- Debugging or inspecting non-ACAR solutions, apps, and web parts or implementations that contain user-written code
- Support of ACAR products on non-standard or in system environments that do not meet Microsoft 365/SharePoint or ACAR minimum
- This support is mandatory for all clients
- Video Calls with Skype, MS teams, or any other video conferencing tool. ACAR will contact you by email or phone if needed to better understand your reported issue
- Non-business-critical issues (issues or small bugs, which does not impact the main functionality of the solution
- Change requests, which are not available in the OOTB version of the Room Manager solution. (applies to custom coding, Custom flows, Branding, Layout, Power Platform)
- Backup and Restore of your Room Manager site.
