Dairy SaaS Producer Payroll Support Services

Ever.Ag’s dairy producer payroll support services include both phone and email-based support channels to help with administration and troubleshooting. As part of our standard subscription and maintenance programs, our support team will respond to all customer requests, as well as escalate issues to our Development resources.

The protocols and procedures defined here apply to the following solutions:

Producer Payroll (SaaS platform)

The following sections provide guidance on our Support Services and related service levels.

Services Program Overview

Standard support provides access to our Tier 2 support team consisting of producer payroll experts, allowing for customers to open support cases through either email or our support hotline. Our Tier 2 team will then promptly assign a support case number to the customer request, as well as a case severity level.

Business hours for support services are Monday through Friday, 7:00am until 8:00pm Central Time, excluding US bank and financial market holidays. However, customer cases may be submitted 24x7x365, through either email or the support hotline.

Direct engagement time is the targeted time from when a request is received from the Customer that our team will respond back with an acknowledgement of receipt of the inquiry. We will also set the initial severity level, pending details of the inquiry as provided by the Customer.

Issue severity levels, and related direct engagement time targets, are defined as follows:

Severity Level	Definition	Direct Engagement Time Target
Level 1: Critical Product Issue	An issue where the Customer’s production use of the product is stopped or so severely impacted that the Customer cannot reasonably continue business operations. It may result in a material and immediate interruption of Customer’s business operation that will cause a loss of Customer data and/or restrict availability to such data and/or cause significant financial impact.  For our SaaS platforms, an issue of this nature may be indicative of a system-wide outage.	Direct engagement between Customer and Tier 2 support team within 4 hours during non-business hours, or within 1 hour during regular business hours. Cases may be submitted 24x7x365.
Level 2: Significant Product Issue	An issue where one or more important functions of the Ever.Ag product is unavailable with no acceptable workaround. Customer’s implementation or production use of the Ever.Ag product is continuing but not stopped; however, there is a serious impact on the Customer’s business operation.	Direct engagement between Customer and Tier 2 support team within 4 hours during non-business hours, or within 1 hour during regular business hours. Cases may be submitted 24x7x365.
Level 3:  Key Administrative Change Required	An issue where Customer requires Ever.Ag to make a key administrative change in order for the Ever.Ag solution to function properly.  This change is not related to a software malfunction.  These changes can only be made by Ever.Ag and are essential to Customer’s continued use of the Ever.Ag solution.	Direct engagement between Customer and Tier 2 support team within 4 business hours. Cases may be submitted 24x7x365.
Level 4: Non-critical product issue	An issue that has a minimal impact on business operations or basic functionality of the Ever.Ag product.  Effective workarounds exist, and deployment of these workarounds does not impact Customer’s business operation.	Direct engagement between Customer and Tier 2 support team within 1 business day. Cases may be submitted 24x7x365.
Level 5: Informational	An inquiry from the customer related to product features or functions.	Direct engagement between Customer and Tier 2 support team within 2 business days. Cases may be submitted 24x7x365.