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Service Level Agreement

This document serves as a set of guidelines to inform decision making within Help Desk Migration service as well as a guide for community members to better understand the support services provided by Help Desk Migration service. The document is limited in scope since it sets official policy for providing help through the Support Center. By setting down these policies and channeling requests for help through the Support Center we hope to provide better service, have an accurate profile of user needs, and demonstrate the appropriate level of staff needed to handle the volume of requests.

Who Is Covered Under This Agreement

This agreement is intended to cover Help Desk Migration service, including:
  1. Service Management
  2. Support Department
  3. Technical Department

Methods of Contact

The Support Center acts as a central point of contact for all technical support, including service questions, migration interruptions, assisted migration, requests, and troubleshooting.Customers may submit tickets online, contact Support Center via live chat, send an email at support@help-desk-migration.com. Due to staffing limitations live chat support may not be immediately available at all times.

Hours of Operation

Our Support reps are available via live chat, email, and phone Monday through Friday, from 10 AM till 12 AM (UTC+2). Our tech engineers work at a slightly different schedule: Monday through Friday, from 10 AM till 6 PM (UTC+2)The Service is provided during standard Ukrainian business days only.

Response Period

The guaranteed response period is 24 hours (business days). The actual response period may be shorter depending on the volume of requests at any point of time.

Responsibilities of Those Making a Request

Users should explore help that is readily available at the Help Desk Migration website before contacting the Support Center. This help might come from the Knowledge Base (https://help-desk-migration.com/help/).When such local help has been exhausted, and assistance is needed, the users should contact the Support Center through one of the methods described in Methods of Contact section. Please provide the following information when contacting the Support Center:
  1. The valid e-mail address that was used as your Help Desk Migration account login. If you/your ISP use any spam protection, make sure you add contact [at] help-desk-migration [dot] com to the white list
  2. Migration source and target details
  3. A clear and specific description of the problem or request, including information regarding any error messages you may have received
NOTE: If one of the points mentioned above is not met, Support Staff will contact you (up to 3 replies) to clarify the issue. If no relevant solution is received (no required action is taken) by user, the ticket is considered closed. Help Desk Migration reserves the right to completely stop the support if the issuer uses abusive language or statements.

Custom Migration Service

Custom Migration Service is developed to make migration even simpler for you. Don’t have enough time to perform full data transfer? Have special requirements (data filtering, mapping, etc.)? No need to spend your time in front of the computer and migrate by yourself. Help Desk Migration Team will set up your help desk data migration and move the information for you. We will complete Full Migration and after verifying access details.If you don’t request any modifications for 7 days after our tech engineers validate the result of migration, the Custom Migration Service is considered to be successfully performed. After 7 days time is up, all customization will be done for an additional cost.

Conditions of Help Desk System Access Details

When the migration of your help desk system is already performed, we highly recommend you to restrict your current access details, change or block them. This should be done after 5 days' time in terms of an average automated migration and after 7 days' time in case of Custom Migration Service purchase.

Data Remigration

The remigration service allows repeating your migration from the same source to the same help desk platform.Types of requests that require a remigration:
  1. You first migrated to a sandbox and now want to migrate to a production instance.
  2. The migration needs to be customized to meet your needs.
  3. Updates to users in the target (new) system.
  4. Enabling audit fields.
  5. Changes you made to your source data.
Data remigration costs 50% of the initial price of the migration. However, we will provide the service for free if it was caused by technical issues on our side.Please note that we do not hold responsibility for data corruption or unsatisfiable outcome of the migration caused by the client. I.e., if you didn’t check the result of the Demo Migration and proceeded with the Full Data Migration, remigration will cost 50% of the initial price.

Requesting the data remigration

To restart your migration, please raise a ticket describing your request.Note, that you don’t have to remove the migrated records since we do this automatically. You only have to do this manually if you migrated to Jira Service Desk.Also note, this procedure will remove any changes or updates that you have made to the records.
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