1. Technical Support
The Company shall provide technical support from its designated offices to assist the Customer in resolving problems encountered in using the Service, according to its support package: an exclusive support package that provides support 24/7.
2. Technical support response times
The company is committed to making 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, reports, etc.), and a workaround is impossible. |
Major | An essential function is unavailable; a limited workaround is possible. |
Minor | A non-essential function is unavailable; a workaround is possible. |
Technical question | A question concerning the general usage or standard configuration of the Service |
2.2. Response times
"Response Time" (1st Answer) | The company confirms that the issue reported by the Customer is being handled (the 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 the case investigation. |
“Initial Handling” | The company informs the Customer of the investigation done and provides a solution (either a Fix or an action plan for subsequent investigations). The customer acknowledges the status via a confirmation email. If possible, from a technical standpoint, the Company proposes a workaround. The Initial Solution period starts from the acknowledgment email. |
3. Updates and Infrastructure
The company will notify the customer of each new release that is planned. The Customer will be trained on any new features upon their initial release.
4. Discontinuation
In any case, Company shall have no obligations under this SLA to provide any support and correct any non-conformity of the Service regarding any update or release that is older than 6 months. The company shall discontinue any support for past Service versions that are older than 6 months.