Appvia Support and Maintenance Terms of Service

Last updated October 9, 2022

Appvia offers two subscription plans for its products, which are Standard and Enterprise. The Customer must have an active subscription to one of these plans to be able to access any support services provided by Appvia. At the time of activating a product subscription (either through the Cloud Marketplace or directly with Appvia), Appvia will onboard the Customer to the Support Portal system. This will enable the Customer to obtain technical support and guidance on using the products at the relevant level of service.

Service Level Agreements (SLAs)

SLA Definitions

Initial Response: The time taken from the point that a customer raises an issue, to an agent providing a response in the ticket acknowledging the request, and commencing work on it.

Ongoing Response: The time taken from a customer update or comment being made (post issue creation).

Normal Business Hours: 9am – 5:00pm local UK time, Monday to Friday excluding UK Bank Holidays.

Enhanced Support Hours: 24 hours a day, 7 days a week, including UK Bank Holidays.

Priority Levels

Appvia has defined 4 priority levels for which support tickets can be filed under, which are described below:

Priority LevelDescription
P1: Production System UnavailableThis relates to an error in, or failure of, Appvia Wayfinder that results in a complete loss of service, such as:
– Appvia Wayfinder being completely unavailable to all Authorised Users
– Affects all Authorised Users and materially impacts the operations of the Customer’s business
P2: Production System Critically ImpairedThis relates to a system defect in Appvia Wayfinder which covers:
– A critical error in Appvia Wayfinder for which a work-around exists
– A non-critical error in Appvia Wayfinder that materially impacts the operations of the Customer’s business.
P3: System ImpairedThis relates to an isolated or minor error in Appvia Wayfinder that:
– Does not significantly affect Appvia Wayfinder functionality
– May disable only certain non-essential functions
– Does not materially impact the Customer’s business
P4: General IssueThis includes questions around use of the Appvia Wayfinder product, feature requests and general technical support (specifically pertaining to the product).

On raising a ticket, the Customer will provide an initial priority level based on their initial understanding. The Appvia Support Team will determine if the ticket has a correct priority level associated, and may increase or decrease the assigned priority level where appropriate. In the event that the priority level is amended, this will be communicated to the Customer on the ticket.

Enterprise Subscription Plan

Priority LevelInitial ResponseOngoing ResponseBusiness Hour Definition
P11 hour2 hoursEnhanced Support Hours
P24 hours1 dayEnhanced Support Hours
P31 dayN/ANormal Business Hours
P42 daysN/ANormal Business Hours

Standard Subscription Plan

Priority LevelInitial ResponseOngoing ResponseBusiness Hour Definition
P14 hours1 dayNormal Business Hours
P21 day2 daysNormal Business Hours
P32 daysN/ANormal Business Hours
P45 daysN/ANormal Business Hours

Release Cadence for Wayfinder

Wayfinder’s typical release cadence is quarterly (every 3 months) for feature releases and product enhancements. Patch versions vary and will be released more frequently in the event of bugs or CVEs being discovered and addressed.

Understanding Release Versions

Wayfinder versions are expressed as x.y.z, following Semantic Versioning, where:

– x is the major version

– y is the minor version

– z is the patch version

Supported Versions

Product versions and End-of-life dates can be found on the Wayfinder Release Cadence docs page.

Appvia will provide support for product releases (at the minor version level) for 6 months following the issue date of a final release version (not including release candidates).

After this time, the version will be at End-Of-Life (EOL). This means that it is no longer covered under the support agreement, and receives no backported patches. Therefore, customers are advised to upgrade as soon as possible.

With the release cadence being every 3 months, support covers product versions N and N-1. However, if the product is released more frequently, Appvia will still support every minor release for 6 months.

Any bugs, including security issues, detected in the product will be fixed in the latest issued release, and also backported to the previous release depending on severity and feasibility.