Adevity Support Expectations Handbook

This guide defines the working relationship between Adevity and each client we serve. Its purpose is to make every support interaction or ongoing development predictable and efficient by clarifying:

• What customers can expect from Adevity: quick response times, regular status updates, a clear escalation path, and full coverage of both your existing systems and the custom software solutions we design, build, and maintain.
• How development work gets prioritized: production issues that break your business get fixed first, ahead of enhancement requests or new features. The new development follows project plans and the release schedules we agree on together.
• What Adevity needs from customers: complete ticket descriptions (what's the problem or goal, how does it impact you, steps to reproduce issues, screenshots or logs), quick access to affected systems, and timely feedback when testing new features.
• Which services are included: any custom applications we've built for you; plus any off-the-shelf systems you're using. Cloud infrastructure we host or manage for you (databases, backups, security, deployment systems, storage system), plus standard devices that connect to these systems.
• Which services are not included: personal computers or software.

This handbook is intended for:

• Client employees and managers who report issues or request new features.
• Adevity support and developers responsible for delivering fixes or enhancements.
• Approved third party vendors or contractors who need access to client environments under Adevity's oversight.

• Monday – Friday, 7:00 AM – 5:00 PM Eastern Time (ET), excluding U.S. public holidays.
• After hours coverage: critical incidents only (see Severity Matrix).

Walk-in assistance is also available when technicians are available on site.

• IT Support: Handles first-line assistance for IT issues, general inquiries and feature requests.
• On call Developer: Handles critical problems with your custom-built applications and urgent bug fixes. Developers go on-call after major releases. The on-call window depends on the size, scope, and criticality of the update.
• Project Manager: Handles project roadmaps and invoice questions or any matters that cannot be resolved by IT Support or Developer.

All team members stay in sync through daily status updates and a weekly meeting.

This matrix defines how tickets are prioritized and the response / resolution timeframes you can expect. Times are measured within standard support hours.

*Resolution target = fix deployed or mutually agreed workaround. Complex issues may require an updated ETA after initial investigation.

Submitting clear, complete information speeds up troubleshooting and reduces back and forth emails. Every ticket whether email, portal form, or phone follow up should include the following details:

1. Concise Subject Line
   One sentence summary of the issue or request.
2. Detailed Description
   What happened? What did you expect to happen?
   Business impact (e.g., "cannot ship orders," "one user affected").
   Steps to reproduce, if known.
3. Environment Details
   Application name / page URL.
   Device or workstation ID and location.
   Browser or software version.
4. Evidence
   Screenshots, error messages, log files, or screen recordings.
5. Severity Suggestion
   Your assessment (Critical, High, Medium, Low). Support will confirm or adjust.
6. Contact Information
   Best phone number or Teams contact for follow up.
7. Deadline / Business Deadline (for enhancements)
   If there is a hard date, note it here.

• Customer requests escalation.
• Critical security or data loss risk identified.
• Issue spans multiple systems or vendors.

A ticket is closed when:

1. The customer confirms the issue is resolved or accepts the workaround.
2. All fixed notes and testing steps are recorded in the ticket.

If the customer does not respond within ten business days of the last update (ticket in waiting status), the ticket will be auto closed but can be re opened on request.

• Default window: Saturday and Sunday 8:00 AM – 12:00 PM ET.
• Advance notice: at least 1 business day by email, including a summary of expected impact and rollback plan.
• Typical activities: security patches, database upgrades, infrastructure reboots, routine performance tuning, off-the-shelf software upgrades

If a different window is required for your business, notify the Project Manager. We will schedule a different time.

• Smoke testing or user acceptance testing confirms success.
• If issues arise, the predefined rollback plan is executed, and users are notified.
• Lessons learned are documented and, if significant, shared in the next service review.

Delivered to client primary contacts with information that includes:

• Tickets resolved
• Tickets opened
• Upcoming planned work or projects.
• Recurring issues if any with root cause notes.

• Progress is checked during Adevity's weekly internal sync and highlighted in the next monthly report.
• Customers are kept in the loop for via summary of any progress or plans to improve or support their infrastructure
• Items are closed once implemented and validated with the client.