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Care Friends Support Policy

Written by Em Powell

This policy was last updated on 01.02.2022

This Software Support Policy (“Support Policy”) describes the policies and procedures under which Care Friends Ltd provides support services (“Support Services”) for its proprietary software product(s) (“Software”) to its clients/user (each, a “User”).

0. Overview

Support Services are provided within normal working hours via the following channels:

  1. Live chat via web-portal or website

  2. Phone 0203 827 9474

  3. Email [email protected]

  4. Self-serve help centre support.carefriends.co.uk

This policy sets forth expectations for support between the client, the client's app users and Care Friends, including:

  1. How to raise a support inquiry

  2. What types of issues are supported

  3. How and when Care Friends investigates and resolves issues

1. Scope

Care Friends shall provide Users with Support Services consisting of the following:

  1. Submissions of Incidents as specified in this Support Policy.

  2. Major Releases, Minor Releases, and Maintenance Releases of the Software.

  3. Documentation and Users Guide distributed with the software and found at support.carefriends.co.uk

  4. Provision of guidance and troubleshooting to users in connection with questions and issues arising from standard usage of the software

  5. Efforts to Correct the Software. Care Friends shall make commercially reasonable efforts to correct bugs or other errors in the Software. Care Friends is not required to correct every or any bug, error, or problem with the Software that is reported to Care Friends or of which Care Friends is otherwise made aware. Bugs are not corrected for Software or mobile devices that are considered Retired or End of Life

2. Exclusions

The following are excluded from Care Friends Support Services obligations:

  1. Altered or modified Software, unless altered or modified by Care Friends Ltd.

  2. Usage of the web-portal on a web-browser or device that is not supported (see Annex A)

  3. Usage of the mobile App on devices that are not supported (see HERE for list of unsupported devices)

  4. Defects in the Software due to accident, hardware malfunction, abuse or improper use.

  5. Any version of the Software for which Support Services have been discontinued by Care Friends

  6. Training, customization, integration and any issues arising from non‐standard usage of the Software.

3. Process

3.1 Submission

Who May Submit Requests. Any authorised portal or app user of the clients may raise a support ticket through any of the methods listed above.

How to make a support request. In order to expedite the resolution of Incidents, Care Friends asks that Clients will make every attempt possible to provide initial and follow-up information necessary to help Care Friends track, prioritize, reproduce, or investigate the Incident

The specific details requested will vary depending on the type of issue and the user, but may include:

Customer name, organization, version of Software, and license number.

  1. User name/ID and organisation name

  2. Device and/or software version information

  3. A full description of the issue and expected results.

  4. List steps to reproduce the issue

  5. Screenshots of the issue where applicable or requested

  6. Provide exact wording of all issue‐related error messages.

3.2 Support Response and Incident Resolution

Response. For each Incident reported by user in accordance with these procedures, Care Friends shall:

  1. Respond to the request as soon as possible, certainly within one business day

  2. Set a Priority Level for the request in accordance with the terms below.

  3. Analyze the request and, as applicable, verify the existence of the problem(s) resulting in the request, which may include requesting that the user provide additional information, logs, and re‐execution of commands to help identify the root cause and dependencies of the reported issue.

  4. Give Customer direction and assistance in resolving the request.

  5. Keep a record of ongoing communications with the user.

  6. Use reasonable commercial efforts to resolve the Incident in accordance with the target response times set forth in the Support Policy.

3.3 Prioritization.

Care Friends will prioritize requests according to the following criteria:

Priority

Summary

Description

P1

Portal or app is absolutely unusable

Priority 1 support cases are the highest priority and receive first attention. A priority 1 support case means the Software is completely inoperable and inaccessible to 100% of users.

P2

Portal or app is strongly impaired

Priority 2 support cases are when the request has severely impacted the performance of the app or portal and is causing an adverse impact for a majority of the users; or, the portal or app is materially not operating within the documented functionality and it is impacting a majority of the users.

P3

Use of the portal or app is limited

Priority 3 support cases are when the request has impacted the performance of some of the users, or the portal or app is not operating within the documented functionality and it is impacting some users.

P4

Use of the portal or app is slightly limited OR feature request or suggestion

Priority 4 support cases are standard requests for assistance and may include questions of how to use the portal or app. It also includes feature requests and suggestions. Priority 4

support cases are when the portal and app are operating within the documented guidelines and the client would like to record an idea for inclusion in future releases. Care Friends will provide feedback on enhancement requests. Low priority support cases are closed once the information has been recorded.

3.4 Resolution and Closure

  1. Requests shall be closed in the following manner: 
For solvable issues, depending on the nature of the issue, the resolution may take the form of an explanation, recommendation, usage instructions, workaround instructions, or advising the user of an available software fix.

  2. For issues outside of the scope of Support Services, Care Friends may also close issues by identifying the Incident as outside the scope of the Support Services or arising from a version, platform, or usage case which is excluded from the Support Policy.

  3. Dropped Issues, Care Friends will consider an open case dropped if the user has not responded to two (2) attempts or more made by Care Friends to collect additional information required to resolve the request. If Care Friends has contacted the user twice and there has been no response, the case may be closed by Care Friends. If there is a significant delay, 5 business days or more, in a response from the Contact Care Friends may close the case.

  4. In some cases, it may be necessary to update the installed version of the software to a new version in case Care Friends decides to resolve the issue in this new version.

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