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.

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 [email protected] 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

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.