Enhancing User Experience through Validic's API Support Policies

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Enhancing User Experience through Validic's API Support Policies

API Updates

Validic offers API Updates to its customers with an active API license and support contract at no additional fee. These updates may include security fixes, critical patch updates, general maintenance releases, selected functionality improvements, and documentation updates. While Validic is not obligated to develop future enhancements, it strives to provide timely updates to ensure the smooth functioning of its API products. Previous major versions of the API are supported for 12 months from the release of an updated version to facilitate the transition.

Dedicated Internal Help Desk

Validic expects its customers to maintain an internal help desk to provide first-line support for the products incorporating Validic's API. This support includes responding to user inquiries regarding performance, functionality, or operation of the API product, diagnosing and resolving issues, and utilizing technical knowledge resources to address problems. In cases where customers are unable to resolve issues, they can contact Validic's technical support team for assistance via email at support@validic.com. Validic's technical support focuses on diagnosing and resolving reported errors to ensure that the API product performs as documented.

Technical Leads

Customers are required to designate Technical and/or Project Leads to serve as liaisons between their organization and Validic for API Technical Support. These individuals should possess in-depth knowledge of the licensed Validic API product and the technical environment in which it operates. Technical Leads play a crucial role in analyzing and resolving Support Requests, engaging with Validic's technical support team, and monitoring issue resolution. They are expected to have expertise in network troubleshooting, browser debugging, and troubleshooting third-party web application integrations.

Response Times

Validic is dedicated to providing rapid responses to all Support Requests. Customers can log requests with Validic 24/7 via email at support@validic.com, and the company commits to using commercially reasonable efforts to promptly address these requests. Response times are aligned with Severity Levels to prioritize critical issues and ensure timely resolutions. Validic aims to meet specific Service Level Objectives for each Severity Level, with continuous support for Severity 1 issues until a workaround or resolution is implemented.

Severity Definitions

Validic outlines different Severity Levels to categorize the urgency and impact of reported issues. Severity 1 includes critical production problems that affect all users, while Severity 2 denotes major functionality issues with significant performance degradation. Severity 3 covers system performance concerns affecting some users, and Severity 4 addresses minor technical inquiries or cosmetic issues. Each Severity Level has defined response times and prioritization based on the severity of the reported problem.

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