# Support & SLA

### 1. Overview & Availability

The Owkin Service Desk provides support for K Pro during standard business hours.

* Support Hours: 9:00 AM to 6:00 PM (Paris Time)
* Target Availability: 95% monthly uptime (excluding planned maintenance).

### 2. Contacting Support

For any questions or issues, please submit a request through our [support form](https://owkinkhelp.zendesk.com/hc/en-us/requests/new?tf_anonymous_requester_email=ewa.kondratowicz-ext@owkin.com\&tf_34057044510353=https://k.owkin.com/chat).

This is the fastest way to reach our team – your request will be routed directly to the right person and you'll receive updates via email as we work on it.

### 3. Submitting a Request

To ensure a fast resolution, please include the following details when raising a ticket:

* Contact Information: Your phone number and email address.
* Issue Description: A detailed explanation of the problem.
* Reproduction Steps: Step-by-step instructions to reproduce the error (if applicable).
* Timestamp: The date and time the incident occurred.
* Attachments:
* You may attach files directly when logging the request.
* If direct upload fails, email files to <support@owkin.com> with your Service Request Number in the subject line.

### 4. Priority Levels & SLAs

Owkin determines the priority level (P1–P4) in consultation with the customer. The table below outlines definitions and target times.

| Priority Level | Definition                                                                 | Response Time | Resolution Target |
| -------------- | -------------------------------------------------------------------------- | ------------- | ----------------- |
| P1: Critical   | System Down. All customers are unable to access the application.           | 1 Hour        | 4 Hours           |
| P2: High       | Major Impact. Large number of customers affected; no workaround available. | 2 Hours       | 8 Hours           |
| P3: Medium     | Important. Issue exists, but a workaround is available.                    | 2 Hours       | 16 Hours          |
| P4: Low        | General Inquiry. Technical guidance or minor issues.                       | 2 Hours       | 75 Hours          |

<br>

### 5. Communication & Updates

We are committed to keeping you informed throughout the lifecycle of your ticket.

For P1 (Critical) Incidents:

* Initial Alert: An outage notification is emailed to all customers immediately.
* Updates: Provided every 30 minutes via email.
* Resolution: A confirmation email is sent once resolved.
* Post-Mortem: A Major Incident Report (timeline, root cause, and preventive actions) will be provided to key contacts.

For P2, P3, and P4 Incidents:

* Confirmation: You will receive a Service Request reference number via email.
* Frequency:
* P2: Updates provided at least daily.
* P3 & P4: Updates provided at least twice weekly.
* Transparency: All ticket comments (excluding restricted internal info) are shared with you.
* Closure: Tickets remain open until you confirm the request is completed.

### 6. Maintenance Policy

When K Pro is hosted by Owkin, we handle all infrastructure and software updates.

* Planned Maintenance: Scheduled to minimize impact. Customers will be notified one week in advance.

Unplanned Maintenance: Used only for urgent issues. We aim to stay within SLAs and will notify customers as soon as the need is identified and once completed.


---

# Agent Instructions: Querying This Documentation

If you need additional information that is not directly available in this page, you can query the documentation dynamically by asking a question.

Perform an HTTP GET request on the current page URL with the `ask` query parameter:

```
GET https://docs.owkin.com/terms-and-support/support/support-and-sla.md?ask=<question>
```

The question should be specific, self-contained, and written in natural language.
The response will contain a direct answer to the question and relevant excerpts and sources from the documentation.

Use this mechanism when the answer is not explicitly present in the current page, you need clarification or additional context, or you want to retrieve related documentation sections.