Triaster Support Policy

Version 10: 22nd April 2024

This policy provides a definition of the support requests for which Triaster will provide support for its software to its customers (“Support Services”) subject to the customer having entered into a Framework Agreement with Triaster and a Call-off Contract under the Framework Agreement to provide such Support Services. This policy will be updated from time-to-time by Triaster, including to align with new software releases and wider technology changes.

Triaster Limited is a limited company registered in England and Wales under company number
02911867 and have our registered office at Thames Wing Office 2, Howbery Business Park, Wallingford, Oxfordshire, OX10 8BA. Our VAT number is GB 603 9034 66.

To contact us, please visit https://www.triaster.co.uk/support.

Basis of Understanding of the Support Service

The primary purpose of the Support Services is to use reasonable commercial efforts to provide assistance and advice to suitably trained people who experience a difficulty when using the Software and resolve any Operational Faults that arise in the Software.

Any Support Services Triaster provides are not intended to be a substitute for training, to equip novices with the skills or knowledge they need to use the Software, or to provide consultancy services as set out in the Additional Services section below. The Customer is solely responsible for ensuring that users using the Software have the appropriate skills and knowledge they need to do so.

Support Eligibility

Support Services are available to all customers, provided that they have a current Call-off Contract with Triaster for the supply of Support Services and have paid all relevant fees under that Call-off Contract.

The definitions set out in the Call-off Contract shall apply in this policy.

Support Hours

Triaster provides Support Services during Normal Business Hours – 9.00am – 5.00pm (GMT)

Requesting Support

Support queries can be submitted to Triaster’s Help Desk by:

In order to expedite the resolution of Operational Faults, Triaster expects that Customer will make every attempt possible to:

  • verify that the issue is reproducible in the platform on which the Software is installed (as applicable);
  • provide information all information that is reasonably necessary to help Triaster track, prioritise, reproduce, or investigate the Operational Fault, such as:
    • the Customer’s name and version of the Software the Customer is using;
    • a full description of the issue and expected results;
    • categorise issues (general question, defect, enhancement request, etc.).
    • a list of the steps and relevant data and information that Triaster needs to take to reproduce the Operational Fault;
    • any applicable log files or files;
    • the exact wording of all issue‐related error messages;
    • a description of any special circumstances surrounding the discovery of the Operational Fault, e.g. first  occurrence or occurrence after the Operational Fault, the impact on the Customer’s business of the Operational Fault, and suggested priority in accordance with the Service Level Table; and
    • identify support ticket number in any ongoing communications with Triaster on an existing issue.

Supported Products

The following products are currently supported:

  • Process Library
  • Process Navigator Start-up, Standard and Professional Editions
  • Triaster Server
  • Process Library (Hosted/On Premises) Standard and Professional Editions
  • Ask The Crowd (ATC)
  • MyTime

Out-of-scope Support Services

For the avoidance of doubt, Support Requests including, but not limited to, the following subject matter are not included in the Support Services and shall be considered “Out-of-scope Support Services” for the purposes of the Call-off Contract:

  • hardware or infrastructure that are not operated by Triaster (apart from those relating to advice on the minimum requirements);
  • software other than Triaster’s software;
  • the underlying technologies used in Triaster’s software such as XML, XSLT and SVG;
  • customisations of the Software that have not been approved by Triaster;
  • how to customise the Software;
  • modifications of any sort to any customer owned items, some examples of which are:
    • process maps or documents;
    • workstations;
    • servers; and
    • Triaster software settings;
  • server or workstation installation, migration, relocation or upgrade;
  • defects in the software due to events outside of Triaster’s control, abuse or improper use of the Software;
  • training, integration and any issues arising from non‐standard usage of the software;
  • meta-data design or implementation, including design of or updates to properties.xml and process metrics.xml;
  • simulation design or implementation;
  • interface design or implementation;
  • report customisation;
  • server configuration; and
  • updates to customer owned process maps or documents.

Support Service Levels

The table below sets out the basis on which Triaster will prioritise Support Requests and the response times in which Triaster will respond to a Support Request and implement a Solution in accordance with the Call-off Contract and forms the Support Service Level Table for the purposes of the Call-off Contract.

Severity of Operational Fault Definition Service Level response and response time for Operational Faults
1 Business Critical Failures:
An error in, or failure of, the Software that:

a) materially impacts the operations of the Customer's business or marketability of its service or product;
b) prevents necessary work from being done; or
c) disables major functions of the Software from being performed.		 Level 1 Response:
Acknowledgment of receipt of a Support Request within two hours.

Level 2 Response:
Triaster shall:

a) restore the Software to a state that allows the Customer to continue to use all functions of the Software in all material respects within two Business Days after the Level 1 Response time has elapsed; and
b) exercise Commercially Reasonable Efforts until full restoration of function is provided.

Level 3 Response:
Triaster shall work on the problem and implement a Solution within 20 Business Days of receipt of the Support Request. If Triaster delivers a Solution by way of a workaround reasonably acceptable to the Customer, the severity level assessment shall reduce to a severity level 2 or lower.
2 System Defect with Workaround:
a) a Business Critical Failure in the Software for which a work- around exists; or
b) an error or failure in the Software (other than a Business Critical Failure) that affects the operations of the Customer's business or marketability of its service or product.		 Level 1 Response:
Acknowledgment of receipt of a Support Request within two hours.

Level 2 Response:
Triaster shall, within five Business Days after the Level 1 Response time has elapsed, provide:

a) an emergency software fix or workaround, or; and
b) temporary release or update release,
which allows the Customer to continue to use all functions of the Software in all material respects.

Level 3 Response:
Triaster shall provide a Solution as soon as practicable and no later than 40 Business Days after Triaster’s receipt of the Support Request.
3 Minor Error:
An isolated or minor error in the Software that:

a) does not significantly affect Software functionality;
b) may disable only certain non-essential functions; or
c) does not materially impact the Customer's business performance.		 Level 1 Response:
Acknowledgment of receipt of the Support Request within two hours.

Level 2 Response:
Triaster shall provide a Solution within 60 Business Days after the Level 1 Response time has elapsed.

Support Service Credits

The table below sets out the Support Service Credits to which the Customer is entitled under a Call-off Contract for Support Services and forms the Support Service Credits Table for the purposes of the Call-off Contract.

Severity of Operational Fault Service Credit
1 An amount equal to 1% of the then current annual Support Fee for each additional day or part of a day (not to exceed 20 days) that Triaster fails to provide a Solution.
2 An amount equal to 1% of the then current annual Support Fee for each additional day or part of a day (not to exceed 20 days) that Triaster fails to provide a Solution.
3 An amount equal to 1% of the then current annual Support Fee for each additional day or part of a day (not to exceed 20 days) that Triaster fails to provide a Solution.

Additional Services

Subject to the customer entering into a separate Call-off Contract for the provision of those Services, Triaster separately offers a range of fee-based consultancy services to help customers with advanced features or more technically complex areas such as:

  • Installation services;
  • Implementation and integrations;
  • Data architecture;
  • Migration services;
  • Development services (bespoke product development); and
  • Customisations (reports, design services).

Please contact us via our Contact Portal if you would like to discuss the further services Triaster can offer.