Telephone and Email Support is available during normal business hours Monday to Friday between 9am and 5pm GMT.
Out-of-hours incidents (including at weekends and UK public holidays) will be forwarded to an out-of-hours support team who will be able to recommend action for critical priority incidents.
Documentation and community support is available online 24/7
1. Scope of support
Customer Support is included within the Toca Subscription based on the following scope.
Customer Support is provided for incidents and problems with Toca software, including:
- Toca Core Server
- Toca Bots (Windows & Linux)
- Toca Actions & App Components created and supplied by Toca
- Toca Cloud Hosting
Customer Support includes support for:
- Incidents - Identifying and troubleshooting problems in the system
- Root cause analysis
- Assistance with issues during installation
- Assistance with issues during upgrades
- Identifying and creating bug reports
- Guidance around implementation and configuration
Customer Support does not include support for:
- Projects built on Toca or Integrations with Customers’ or third party systems, however this can be provided as part of a Managed Service or ad-hoc Professional Services.
- Customer or third party systems used for On-Premise deployments.
- Customised Actions or App Components, i.e. that are created or modified by Customers or a third party.
- End of Life, Beta, Release Candidate or Development Releases.
- End Users of Apps developed on Toca.
2. Customer’s Responsibilities
Customer responsibilities include:
- Contractual payment of a current valid subscription.
- Ensuring Customer staff are available during Toca support activities.
- Keeping up to date with the latest Toca Version/Release.
- Performance of all backups of On-Premise deployments.
- Monitoring and maintenance of On-Premise deployments.
3. Toca’s Responsibilities
Toca’s responsibilities include:
- Meeting response times to support requests, e.g. service affecting incidents
- Meeting service availability objectives for Toca Cloud Hosting.
- Reasonable notification of maintenance activities e.g. installation of patches
- Installation of updates and patches for the Toca software
- Performance of all backups of Toca Cloud hosted deployments.
- Monitoring and maintenance of Toca Cloud hosted deployments.
4. Service Level Availability (SLA)
Service level availability relates to the availability of Toca Cloud hosting.
- Toca constantly monitors the availability of all Cloud hosting services.
- Toca targets a minimum service level availability of 99.9%
5. Support Process
Support requests can be submitted via the following channels:
Email: support@toca.io
Telephone: +44 (0) 20 8050 1502
Received support requests will be tracked in the Toca support ticketing systems and regular updates on progress will be provided to the Customer via this system. If resolution of a support request requires a patch or update to be made to the Toca software, then a suitable date/time will be agreed with the Customer.
6. Severity Levels
Handling of support requests and initial response times are based on the severity of an incident or problem, using the following criteria:
- Level 1 - Critical: Production application down or major malfunction affecting business and high number of staff
- Level 2 - High: Serious degradation of application performance or functionality
- Level 3 - Medium: Application issue that has a moderate impact to the business
- Level 4 - Low: Issue or question with limited business impact
7. Initial Response Times
Toca will use commercially reasonable efforts to meet the target initial response time for the applicable severity level, during normal business hours (9am-5pm Monday-Friday)
- Level 1 - Critical - 2 hours
- Level 2 - High - same day
- Level 3 - Medium - within 2 working days
- Level 4 - Low - within 5 working days
- 8. Escalation process
If an incident is reported that cannot be resolved by the Support Request process described in this document, or is not handled within the appropriate response times, then the issue should be escalated, via the following process.
- Escalation to the Primary Contact within the Customer organisation.
- Escalation by the Primary Contact to a senior manager or executive within Toca - all primary contacts will be provided with at least 2 escalation contacts in Toca.