Service Level Agreement for
TOPS products

TOPS Customers are given the option of contracting TOPS for technical support. Our technical support team is located in our Clearwater, Florida office, and is available for customers during the following Service Level Window (SLW):

Monday - Friday:
9:00am - 8:00pm EST
Be advised that TOPS Support may be closed no more than
one (1) day per month for internal training and testing.
Please note that all service level windows are based on business hours.
 
Contact Support at:
(800) 899-5689
support@topssoft.com

Following are the support services that you can count on, depending on the support plan your organization uses:

 

Maximum Response Time Within the Designated SLW by Impact Level:

Impact Levels 1 (Urgent) & 2 (High)

8 hours

1 hour

Impact Level 3 (Normal)

48 hours

6 hours

Impact Level 4 (Low)

72 hours

24 hours

 Add'l Users*

Additional Fee Per User

 Unlimited Users

Searchable Support Knowledge Base

Submit & Vote on Product Improvement Ideas

Unlimited Email Support**

Unlimited Call Back Ticketing

No Minimum Call Times/Overage Charges

Semi-Annual Application Updates

Regular Program Hotfixes

Unlimited Online Training

24/7 access to pre-recorded classes

Customer Community Access

Online Access to User Manuals

Dedicated Account Manager

Supported Communities

Unlimited

Unlimited

Permitted Support Requests per Year

Unlimited

Unlimited

* This does not apply to [ONE] clients
** Emailed tickets are set to normal priority (Level 3)

Scope of Work:

Technical support does not include manipulating your accounting books as part of the normal scope of work covered under this SLA. Accounting support is defined as any research needed to assist with balancing ledgers, offsetting GL accounts, or any issue/question that would arise from bookkeeping/accounting. 

 

Impact Levels 1 and 2

Impact Level 1 - URGENT: An extreme impact on a production system with no alternative available. Examples include a complete loss of service, or service hangs or is unavailable.

Impact Level 2 - HIGH: A high impact on a production system. Essential service operations are disrupted but an alternative exists which allows for the continuance of essential operations.

Impact Level 3 - NORMAL

A normal impact on a production or test system that involves a partial or limited loss of non-critical functionality, where an alternative exists which allows for the continuance of normal operations.

Impact Level 4 - LOW

A low impact on a production or test system that involves no loss in functionality, or a general usage question including questions that reference product documentation, or feature requests.