1. Technical Support
Company shall provide technical support from its’s designated offices, to assist Customer in resolving problems encountered in the use of the Service, according to its support package: An exclusive support package which provides support 24/7.
2. Technical support response times
Company is committed to make commercially reasonable efforts to provide the following response times:
| Support Package |
|
Severity | Response Time (1st Answer) | Initial Handling |
Critical | 3 hours | 12 Hours |
Major | 12 Hours | 1 Day |
Minor | 1 day | N/A |
Technical Question | 2 days | - |
* All times set forth in the table above are in working hours or working days |
2.1. Severity
Critical | An essential function is unavailable (login, research unavailable, reports unavailable, etc.), workaround impossible. |
Major | An essential function is unavailable, limited workaround possible. |
Minor | A non-essential function is unavailable, workaround possible. |
Technical question | A question concerning general usage or standard configuration of the Service |
2.2. Response times
"Response Time" (1st Answer) | Company confirms that the issue reported by Customer is being handled (Company acknowledges via confirmation email). This response period starts upon receipt of the full dysfunction description provided by the Customer’s User and supporting data to enable the start of case investigation. |
“Initial Handling” | Company informs Customer on the investigation done and provides a solution (either a Fix or an action plan for subsequent investigations). The status will be acknowledged via confirmation email by the Customer. If possible, from a technical standpoint, Company proposes a workaround. The Initial Solution period starts from the acknowledgment email. |
3. Updates and Infrastructure
Company will notify Customer upon each new release planned. The Customer will be trained on any new features upon their initial release.
4. Discontinuation
Notwithstanding anything herein to the contrary, Company shall have no obligations under this SLA to provide any support and to correct any non-conformity of the Service in respect to any update or release that is older than 6 months and Company shall discontinue any support for past versions of the Service that are older than 6 months.