Questions and answers
Frequently asked questions about Technical Care
Technical Care covers a solution within a responsibility boundary STRIA defines. Each plan has a fixed number of Care requests per month that do not carry over, a health review every period and queue priority. Monitoring is included from Standard. Guaranteed response times and round-the-clock cover are not included unless your order states them. Care ends with thirty days' notice.
In this article
- Where is the responsibility boundary for Care?
- How many Care requests are included per month?
- What happens when this month's requests are used up?
- Do unused requests carry over to next month?
- Is monitoring included?
- What is a health review?
- What happens during an incident or an outage?
- Are there guaranteed response times or round-the-clock cover?
- Does it cost anything if something STRIA delivered does not work?
- Can we have Care on a solution someone else built?
- Is backup included?
- What happens if we revoke STRIA's access?
- Can Care be combined with STRIA CODE Partner?
- Who in the organization can do what with Care?
- Can we have Care on more than one solution?
- What happens if a Care invoice is not paid?
- How do we end Care?
Technical Care covers a solution within a responsibility boundary STRIA defines. Each plan has a fixed number of Care requests per month that do not carry over, a health review every period and queue priority. Guaranteed response times are not included unless your order states them.
Where is the responsibility boundary for Care?
STRIA defines the responsibility boundary per solution before Care is activated. It is shown on the solution's page under Care, in the Covered systems, Responsibility and Not covered sections. STRIA is not responsible under Care for systems or components outside that boundary.
How many Care requests are included per month?
Essential includes one request per month, Standard two and Growth four. For Priority, the number is stated in the agreement. How many you have used is shown on the solution's page under Care requests this period.
What happens when this month's requests are used up?
A new request then gets the outcome Period capacity used. STRIA can send a proposal for separate work, or you raise it again in the next period. Separate work does not start before you accept the proposal.
Do unused requests carry over to next month?
Unused requests and other included capacity do not carry over to the next period. This applies to every plan.
Is monitoring included?
Basic monitoring of covered systems, where technically appropriate, is included from the Standard plan. Essential includes no monitoring. Systems that are not monitored show as Not monitored, and health STRIA has no evidence for shows as Unknown, never as Healthy.
What is a health review?
A health review summarizes the solution's state for a period: the health of its systems, monitoring, incidents and deployments in the period, Care work completed, known technical debt, what STRIA cannot see and what has changed since the previous review. It comes every period, for Priority as agreed, and includes recommendations you decide on. The date of the next review is shown on the solution's page.
What happens during an incident or an outage?
This article is guidance. The General Terms and your agreement take precedence over it. General Terms