This is an archived version. It is published so that customers who ordered while it was in force can read the text that applied to them. It is not the current version — see the current documents.
1. What is included
Included in every subscription, at no extra cost:
- Fault diagnosis and correction in the Products.
- Managed-solution updates for the life of the subscription.
- Compatibility maintenance — keeping the Products working as Microsoft changes Dataverse, the Power Platform, SharePoint and, for DocGen, the Chromium rendering stack.
- Monitoring and patching of the DocGen container image we publish.
- "How do I" questions about the Products and their documented configuration.
- For DocGen: one template change per quarter, as stated on the product page.
There is no separate maintenance contract. If you have a subscription, you have this.
2. Business hours
09:00 to 17:00 Europe/Lisbon, Monday to Friday, excluding Portuguese national public holidays.
Europe/Lisbon is UTC in winter and UTC+1 in summer. A case raised at 16:55 on a Friday is raised in business hours; the clock then stops until 09:00 on the next business day.
We publish the holiday dates on request at the start of each year. We do not treat a holiday as a reason to leave a Severity 1 unanswered — see section 5.
3. How to raise a case
Email info@simplesmoothsafe.com. There is no portal to log into and no ticket form to fill in.
A case moves fastest when it carries: the environment, the Product and version, what you expected, what happened, the time it happened, and — where relevant — the record id, the template code, and the warnings field from the API response. Tell us the severity you think it is; we will not silently downgrade it, and if we disagree we will say so and why.
4. Severity and response targets
Response time is measured in business hours from when we receive the case. It is the time to a substantive human response from someone who has looked at the problem — not an automated acknowledgement, which is not a response.
| Severity | Meaning | Response target | Update frequency |
|---|---|---|---|
| S1 — Critical | A Production Environment is down, or a business-critical process cannot run: documents will not generate at all, PSA Hub is inaccessible to all users, or an invoice run is blocked. | 4 business hours | Daily, until resolved or downgraded |
| S2 — Major | Significant function impaired with no reasonable workaround: one template fails, a module is unusable, or output is materially wrong. | 1 business day | Every 2 business days |
| S3 — Minor | A fault with a workaround, a cosmetic defect, or a question. | 3 business days | On progress |
| S4 — Request | An enhancement request or a question about future capability. | 5 business days | On progress |
These are response targets, not resolution times, and we are not going to pretend otherwise. A fault whose root cause is in the Microsoft platform is not one we can commit a fix date for. What we do commit to is telling you promptly that that is where it sits, what the workaround is, and what we are doing about it — rather than leaving the case open and quiet.
4.1 Month-end
Month-end is the one deadline a professional services firm cannot move. A case raised during your month-end close that blocks invoicing is treated as S1 regardless of how it would otherwise be classified. Tell us your close dates and we will hold them on the account.
5. Escalation
If a response target is missed, or a case is not progressing, reply to the thread with ESCALATE in the subject line. That reaches the company principal directly — in a company this size, that is one step, and it is a real one rather than a queue with a longer name.
For an S1 outside business hours, send the same email with S1 in the subject. We do not staff a 24/7 rota and will not claim to, but an S1 raised out of hours is seen at the start of the next business day at the latest, and in practice usually sooner.
6. What is not included
- Faults caused by your own modification of the Products outside the sanctioned extension points in the Software Licence section 6.
- Problems in your tenant configuration, your Microsoft licensing, your network, or a Microsoft service outage.
- Training, general Power Platform consultancy, and work on your own customisations.
- New templates, and template changes beyond the one per quarter included — these are fixed-price line items on the DocGen price list, quoted before you approve.
- Data recovery. Backup of your environments is yours; see Terms of Service section 6.
- Pre-release Products, which carry no service levels — see Terms of Service section 3.1.
Where a case turns out to be out of scope we will tell you before doing chargeable work, not after. We will not send an invoice you did not see coming.
7. Supported versions
We support the current release of each Product and the one immediately before it. If you are further behind, the first step in any case will be to bring you current — we will help, and it is not chargeable.
8. Availability
We do not offer an uptime SLA, because we do not operate the environments the Products run in. DocGen runs in your Azure subscription and PSA Hub and SSS DMS run on your Power Platform: their availability is governed by your agreements with Microsoft, and it would be dishonest for us to sell you a number we do not control.
One behaviour worth knowing rather than discovering: the DocGen container is deliberately scale-to-zero, so the first request after an idle period cold-starts in roughly 10 to 20 seconds. That is a design choice that keeps your Azure run cost under $1,000 a year, and it is not a fault.
9. Enhanced support
Extended hours, faster targets, or a named contact can be added to an Order as a paid option. If the standard levels above do not fit your operation, say so during scoping rather than after an incident.
10. Changes
Changes to this document follow section 14 of the Terms of Service: they take effect at your next renewal, never mid-term, with at least 30 days' notice to your billing contact.