# 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          |

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### 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.