Vendor support policy

Support Terms

Vendor offers support services for the Service (“Support”) in accordance with the following terms:

I. Standard Support Policy

The Standard Support Policy (the “Support Policy”) is included with the Service.

A. Support Hours. Support is provided during Vendor’s normal business hours
(9AM – 6PM EST/PST/GMT/CET/AEST (depending on the time zone of Customer’s address in the Order Form and not including weekends or holidays).

B. Incident Submission and Customer Cooperation.Customer may report errors or abnormal behavior of the Service (“Incidents”) by contacting Vendor at the applicable email or phone number specified in the table below. Customer will provide information and cooperation to Vendor as reasonably required for Vendor to provide Support. This includes, without limitation, providing the following information to Vendor regarding the Incident:

• Aspects of the Service that are unavailable or not functioning correctly
• Incident’s impact on users
• Start time of Incident
• List of steps to reproduce Incident
• Relevant log files or data
• Wording of any error message
• Incident ID# (when specified by Vendor)

C. Incident Response. Vendor’s Support personnel will assign a severity level (“Severity Level”) to each Incident and seek to provide responses in accordance with the table below.

D. Exclusions. Vendor will have no obligation to provide Support to the extent an Incident arises from: (a) use of the Service by Customer in a manner not authorized in the Agreement or the applicable Documentation; (b) general Internet problems, force majeure events or other factors outside of Vendor’s reasonable control; (c) Customer’s equipment, software, network connections or other infrastructure; or (d) third party systems, acts or omissions.

II. Premium Support Policy

For customers with more demanding support requirements, Vendor offers premium support (“Premium Support”) as an annual subscription. If Customer has licensed premium support, the following Support Policy (the “Premium Support Policy”) will apply and all references to the Support Policy will be deemed references to this Premium Support Policy and references to Support will be deemed references to Premium Support.

A. Support Hours. Support is provided 24 hours a day 5 days a week (Monday though Friday) (depending on the time zone of Customer’s address in the Order Form and not including weekends or holidays).

B. Incident Submission and Customer Cooperation. Customer may report errors or abnormal behavior of the Service (“Incidents”) by contacting Vendor at the applicable email or phone number specified in the table below. Customer will provide information and cooperation to Vendor as reasonably required for Vendor to provide Support. This includes, without limitation, providing the following information to Vendor regarding the Incident:

• Aspects of the Service that are unavailable or not functioning correctly
• Incident’s impact on users
• Start time of Incident
• List of steps to reproduce Incident
• Relevant log files or data
• Wording of any error message
• Incident ID# (when specified by Vendor)

C. Incident Response. Vendor’s Support personnel will assign a severity level (“Severity Level”) to each Incident and seek to provide responses in accordance with the table below.

D. Exclusions. Vendor will have no obligation to provide Support to the extent an Incident arises from: (a) use of the Service by Customer in a manner not authorized in the Agreement or the applicable Documentation; (b) general Internet problems, force majeure events or other factors outside of Vendor’s reasonable control; (c) Customer’s equipment, software, network connections or other infrastructure; or (d) third party systems, acts or omissions.

E. Incident Response Target Resolution Time If a Severity 1 Incident prevents the Customer from making productive use of the Service, Vendor shall use commercially reasonable efforts to provide an effective workaround or resolution within seventy two (72) hours after Vendor has been notified of the Error and after Vendor’s verification and reproduction of the error that gives rise to the Severity Level 1 Incident subject to the following:

• The workaround shall be provided within the time frame above if Vendor confirms that the Service was the cause of the Error;
• Vendor’s implementation of the workaround is contingent upon Customer’s provision of all necessary access to information and/or views as necessary including, without limitation, Vendor’s access to requisite back-ups and/or data dumps (as applicable); and
• The workaround shall only apply to the production environment.

In view of the variety of issues that can arise, Vendor does not guarantee the Resolution of any Error within any specified time frame.

F. Premium Support Engineer and Process

• PSE. The Customer will be assigned a PSE. The PSE is a support engineer who will serve as the single point of contact for Customer’s support queries. The Customer can select its PSE based on the Customer’s preferred time zone. The PSE will work with the Customer to understand the Customer’s technical environment and to facilitate the Customer’s technical needs regarding the Service.
• Priority Ticket Routing. Support tickets created by the Customer through the Vendor support portal will be routed to the PSE through priority routing. Support tickets submitted outside of the PSE’s working hours will be responded to by one of Vendor’s support engineers dedicated to providing Premium Support.
• Bi-Annual Support Operations Review. Vendor will conduct a bi-annual support operations review with the Customer (such review to be conducted via virtual meeting or conference call). In the Bi-Annual Support Operations Review, Vendor and Customer will review: achieved milestones, key learnings and retrospectives, and Vendor will provide a high-level review of Vendor’s upcoming releases and technology roadmap.
• Regularly Scheduled Support Cadence and Status Report. Vendor will provide the Customer with a “support snapshot” that provides the Customer with reporting of its support tickets submitted, the status of those tickets and applicable next steps. The support cadence will allow Customer and Vendor to review and prioritize support tickets.

End of Life Terms

Vendor is dedicated to continuous improvement of the Service. In general, if Vendor discontinues a product or feature offered within the Service, it is because such product feature has been replaced with a product or feature that is functionally equivalent or better. From time to time, however, Vendor may decide to cease offering and supporting a product or feature within the Service without a replacement. Therefore, in such event, Vendor will only do so upon at least eighteen (18) months’ prior written notice to Customer (“Sunset Notice Period”). In the event Customer’s then-current Subscription Term continues beyond the Sunset Notice Period (i.e. Customer’s remaining portion of the then-current Subscription Term is longer than eighteen (18) months from the date of notification by Vendor), Customer may terminate the Agreement in its entirety, or, within Vendor’s discretion, as to the affected product or feature, at any time during the Sunset Notice Period upon thirty (30) days’ written notice to Vendor, but no later than thirty (30) days prior to the end of the Sunset Notice Period. Customer will be entitled to a pro-rated refund as to the terminated, pre-paid Service or any portion thereof in such case.