Tamarack Enhanced Support Agreement (TESA)
For a predictable monthly fee, TESA provides up to 24/7 support for your Leasing Contract Management System.
Tamarack Enhanced Support Agreements (TESA) include support for auxiliary systems such as Unix system administration, database, sales and use Tax, asset management and insurance. Professional services are performed by Tamarack experts with over 20 years of industry experience. TESA can be used to address immediate issue resolution as well as longer term projects. Our subject matter experts have the technical expertise and business knowledge to make industry best practice recommendations.
Support is provided by phone, e-mail and the Tamarack issue tracking system. The Tamarack issue tracking system is cloud based and can be used by customers and Tamarack to log issues, check status and upload supporting documents.
TESA Response times and Investigation times are based on three severity levels: Critical, High and Regular (see the table below for details and definitions):
|Severity||Definition||Response Time||Investigation Time|
|Critical||A defect that prevents users from performing their tasks. Includes a system crash with data loss, or absence of required functionality.||Within 1 hour||Within 4 hours|
|High||Includes a system crash with no data loss and/or incorrect functionality with no or extensive workaround.||Within 6 hours||Within 24 hours|
|Regular||Incorrect functionality with a minimal workaround, or cosmetic or low priority.||Within 2 days||Within 5 business days|
Customer will provide Tamarack with VPN, SSL, or similar access to customer’s systems for issue research and resolution.
Tamarack recommends that customers retain vendor software maintenance.
|Support Hours||24 hrs. / 7 days||12 hrs. / 5 days||12 hrs. / 5 days|
|Guaranteed Available Hours/Month||80 hrs.||40 hrs.||20 hrs.|
Thank you for your interest in the Tamarack Enhanced Support Agreement.