Web Support & Maintenance Terms
Service maintenance, which includes maintenance releases, enhancements, new versions, additions, and modifications to the Service, that it provides to all other customers under support for no additional fee.
Bug fixes to bring the Service into substantial conformance with its then-current user guide.
Response time in accordance with the chart below.
Resolution Process for Issues of Severity Levels 1 and 2:
- Trouble Ticket opened.
- Assign engineer to determine and correct the error.
- Periodic reports on the status of the correction.
- Initiate work to correct the error.
Scheduled Outages are usually scheduled during 2-5 a.m. (Server location time, e.g. Eastern Daylight Time for the US server) and customers are usually notified via email or in-application notification.
Service substantially fails to perform.
Response Goal: 1 hour
- Trouble Ticket opened.
- Assign engineer to determine and correct the error.
- Periodic reports on the status of the correction.
- Initiate work to correct the error.
Substantial degradation in performance of the Service.
Response Goal: 2 hours
- Trouble Ticket opened.
- Assign engineer to determine and correct the error.
- Periodic reports on the status of the correction.
- Initiate work to correct the error.
Minimal-to-no impact on the availability or performance of the Service.
Response Goal: 3 days