Service Agreement Scope

Hercules support coverage and SLA responsibilities are strictly confined within the software produced and integrations provided by Hercules and do NOT include Any 3rd party software, Operating System, or other related system support.  Those functions remain within the responsibilities of the Firm IT department. The following Services are provided to facilitate support of Hercules products:

• Monitored email support

• Remote assistance using Remote Desktop and a Virtual Private Network where available

• Planned or Emergency Onsite assistance (extra costs apply)

• Support Escalation Services

Customer Requirements

Customer responsibilities and/or requirements include:

• Reasonable availability of customer representative(s) when resolving a service-related incident or request.

Hercules may need to work with end users directly to resolve issues however Hercules support is not intended to be end user support, therefore please list the people from your IT department authorized to contact Hercules support. The list should include the follow columns: Name, role, email, and phone number.

Server Provider Requirements

Service Provider responsibilities and/or requirements in support of this Agreement include:

• Appropriate notification to Customer for all scheduled maintenance.

• As part of project implementation transition to Support, Hercules will provide specific support credentials and resources for requesting support via email, phone, and support escalation channel information to the Client IT Team.

Server Management

Effective support of in-scope services is a result of maintaining consistent service levels. The following sections provide relevant details on service availability, monitoring of in-scope services and related components.

Service Request Availability

Coverage parameters specific to the service(s) covered in this Agreement are as follows:

• Telephone support: 24/7 support

• Email support: Monitored 24/7

Service requests:

• Severity 0: First reponse in 1 hour, escalation time in 4 hours

  • Service outage impacting majority of users.

  • Inability to open the Hercules’ application or upload, process, or export documents.

• Severity 1: First reponse in 2 hours, escalation time in 8 hours

  • Significantly reduced functionality or performance for users and their ability to work. 

  • Increased time taken to upload, process, or export documents. 

• Severity 2: First reponse in 1 business day, escalation time in 5 business days

  • Minor usability and non-blocking issues 

• Severity 3: First reponse in 2 business day

  • Non-urgent issues 

  • Feature requests 

Support Contacts

Support Email: support@hercules.ai
Hercules (ZERO) Support: Support Portal

Escalation contact numbers will be provided during project kickoff.