ONESOURCE Guide to Support

The following information and policies have been implemented and designed to maximize the value of your support experience by providing standardization and best practices that expedite resolutions.
Case management
To enter a case for Product Support, sign in to the Customer Community.
Premium support is provided for these products and is available per the terms of the customer contract:
  • Global Trade Management (LATAM)
  • Global Trade Management powered by Integration Point
  • Indirect Tax
For critical or high priority cases entered outside business hours, a notification will be sent to alert Product Support.
Contacting Support
If, after reasonable efforts, your internal support organization is unable to diagnose or resolve problems or issues, you can contact Support by these methods. We'll require reasonable and necessary access, such as access to repository files, log files, or database extracts, to appropriately troubleshoot and provide resolutions.
Any mention of the term
business hour
refers to an hour that takes place during the support hours for the applicable Thomson Reuters Support site. And the term
business day
means Monday through Friday, excluding applicable holidays. Support hours and holidays can be found at the bottom of each product's landing page:
For critical or high priority issues that arise outside of support hours, sign in to the Customer Community and create a high priority case.
Cloud environment notification outages
In the event of a system outage, the status and any related updates will be delivered on Thomson Reuters system status page. You can subscribe to receive updates by email or text.
For standard maintenance, notice will be given 2 calendar weeks prior to the maintenance date. Emergency maintenance situations may be performed with a 48-hour notice.
Environmental and systems support
For incidents related to your local, company-specific IT configurations, Product Support can only provide limited assistance due to the unique, technical knowledge required to support a company's network. In such cases, Product Support will request your IT administrator be involved in troubleshooting the incident.
The absence of a requested IT or business representative from the customer may negatively impact resolution times and may void the service level agreement (SLA) guarantees.
3rd party IT support policy
This policy is designed to provide seamless collaboration between Thomson Reuters Product Support professionals, you as our customer, and your IT support. We recommend the following practices for a successful support arrangement.
  • Maintain continuity of incident ownership: we recommend that one individual from your IT provider should work to resolve the incident from start to finish avoiding delays in resolution time.
  • Remain current on software training and certifications: we recommend working with your IT provider to ensure their resource pool working on your account are trained and certified.
  • Stay involved: for more complicated support issues, an individual from your firm should stay involved in the incident resolution process to prevent misunderstandings that can delay incident resolution.
Service level agreement (SLA)
Product Support works hard to help resolve any issues that arise for you as efficiently as possible. SLA details are outlined below.
You'll want to ensure your environment follows the latest system requirements and that products are used in as designed to qualify for coverage under Product Support SLAs.
  • Initial go-live and upgrade policy: if Thomson Reuters Professional Service isn't involved or Product Support hasn't been notified in advance, the associated restoral time SLA won't apply and Product Support will put forth best efforts to resolve the incident.
    • As part of troubleshooting a production issues that occurs immediately after an upgrade or other significant change to production, we ask you to document if the issues were seen in a test environment prior to the upgrade.
  • Authorized support contacts policy: authorized contacts are employees or contractors designated by you as your firm representative for submitting cases and interacting with Product Support when troubleshooting. If you outsource production support to 3rd parties, you must ensure such 3rd party delegates receive appropriate training and that the obtain an account with Product Support as an authorized contact.
  • Restoral time policy: the overall objective of the restoral time SLA is to return your product environment to working order within the allowed time limit as specified below.
    • If a transition to support didn't occur, the associated restoral time SLA won't apply and Product Support will put forth best efforts to resolve the incident.
Support incident priority levels and response / restoral SLAs
Priority
Definition
Initial response SLA
Restoral time SLA
Resolution commitment
P1 - critical - level I
Production system is inoperative and business operations are critically impacted. No work can be done.
Premium 1 hour
Standard 1 bus hour
Premium 8 hours
Standard 2 bus days
Develop suitable workaround or other temporary correction to restore operation. Apply permanent fix to next scheduled release. Product updates may be required. Customer must assign an authorized contact to partner with Support in resolving the issue. Both parties must be available during standard business hours.
P2 - high - level II
Production system is adversely affected or is inoperative. Productivity is compromised; work can be done but is severely limited
Premium 4 hours
Standard 4 bus hours
Premium 48 hours
Standard 5 bus days
Develop suitable workaround or other temporary correction to restore operation. Apply permanent fix to next scheduled release. Product updates may be required. Customer must assign an authorized contact to partner with Support in resolving the issue.
P3 - medium - level III
Production or development system has encountered a non-critical problem or defect and/or questions have arisen about product use. Programs are usable but non-critical features may not function.
1 business day
N/A
Develop suitable workaround or other temporary correction to restore operation. Apply permanent fix to next scheduled release. Product updates may be required.
P4 - low - level IV
Minimal system impact; includes feature requests and other non-critical problems. May also be a new feature request.
7 business days
N/A
Develop suitable workaround or other temporary correction to restore operation. Apply permanent fix to next scheduled release. Product updates may be required. Enhancement requests will be submitted to Thomson Reuters Product Management for consideration in future scheduled releases.
The following items aren't covered under SLAs:
  • Custom integrations and other custom code
  • Customer on-premise IT infrastructure: Product Support will help you troubleshoot complex, multi-layer issues contained simultaneously in your product and on-premise IT infrastructure. In cases where the root cause has been determined to lie in the IT infrastructure, we may recommend an environment review with Thomson Reuters Professional Services or a 3rd party IT consulting company.
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