Incident Reporting and Management Policy

1. Purpose of the Document

This document aims to define the process for reporting, prioritizing, and resolving incidents related to the Advanced Software Solution application. It includes the management of errors, improvements, and change requests.

2. Definitions

• Incident: Any error report, change request, or improvement that requires attention from the technical team.
• Critical Errors: Problems that directly affect essential operations such as payroll, invoicing, and payments to suppliers or customer invoices.
• Formal Report: Document or form submitted through the official ticket system for this purpose.

3. Process for Reporting Incidents

3.1. Report Format

Each report must contain the following information:

• Detailed description of the problem or request.
• Module or area of the application affected.
• Affected user and their role in the system.
• Date and time of the event.
• Steps to replicate the problem (in case of errors).
• Screenshots or relevant documentation.

3.2. Reporting Channel

All reports must be sent exclusively through the ticket system. Reports via email, phone calls, or instant messages will not be accepted to ensure proper tracking.

3.3. Receipt Confirmation

The technical team will send an acknowledgment within 4 business hours after receiving the report.

3.4. Procedure in Case of No Response

If the client does not respond to the ticket within 2 business days after the technical team has provided a solution or additional inquiry, the ticket will be automatically closed.

• A final notification will be sent to the client indicating the closure of the ticket, along with a summary of the problem and the solution provided.
• If the client wishes to revisit the issue, they must open a new ticket which will be treated as a separate incident.
• Recurring automatic closures due to lack of response may affect the priority of future client requests.

4. Prioritization and Response Times

4.1. Classification of Incidents

• Critical (Emergency):
  • Example: Failures in payroll, invoices, and payments to suppliers or customer invoices.
  • Initial response time: 2 business hours.
• Moderate:
  • Example: Errors that do not affect essential processes.
  • Initial response time: 2-3 business days.
• Low:
  • Example: Requests for aesthetic changes or minor improvements.
  • Initial response time: 3-5 business days.

4.2. Resolution

Resolution times will be subject to the complexity of the incident, as specified in the terms and conditions.

5. Additional Policies

5.1. Multiple Reports

• Each incident must be reported separately.
• In case of multiple reports sent simultaneously, resolution times will be added proportionally.

5.2. Reports Outside Business Hours

Reports sent after 5:00 p.m. (Puerto Rico time) will be processed as received on the next business day.

5.3. Review and Follow-up

The client will be notified periodically about the progress of the incident until its resolution.

6. Exclusions

• Reports sent without the required information may be rejected or delayed.
• Errors caused by misuse of the system will not be covered without additional costs.

7. Procedure for Approval of Changes and Improvements

1. Step 1: Initial evaluation and delivery of estimate.
2. Step 2: Formal client approval.
3. Step 3: Development and delivery with agreed dates.