3. Support

1. Contacting Support.

1. To open a support ticket, Customer must email [[email protected]]. Company may, at any time, update the communication methods to be used in order to submit the request to Company’s support team and to respond to the Customer.
2. The email must include at the minimum, the following information:

1. Customer name;
2. Contact information including name, email and phone number where Customer contact can be reached; and
3. Description of the Service feature or function affected and the incident which requires support, including the name of the specific customer dashboard affected.

Support is available during Business Hours.

order to be addressed by Company, problems must be verifiable and reproducible. Furthermore, in order for Company to address a support request, Customer must provide Company with all information, documentation, assistance and access as Company might reasonably require, including, without limitation:

1. setup information,
2. application knowledge,
3. listing of any output,
4. detailed steps required to enable Company to replicate the problem,
5. exact wording of problem messages, and
6. any other data that Company may reasonably request in order to reproduce operating conditions similar to those present when the problem occurred.
   

3.1 Definition of Severity Levels.

Any support ticket opened by the Customer will be categorized by Company according to the following definitions:

1. Severity Level 1 (Critical): Service failures or critical bugs affecting all users, requiring immediate action.
   Examples: Dashboard is down, significant data loss, other major recurring issues
2. Severity Level 2 (High): Issues impacting functionality but not rendering the Service unusable.
   Examples: Major feature malfunctions, performance issues affecting many users
3. Severity Level 3 (Low): Minor inconveniences or cosmetic problems that do not affect Service functionality.
   Examples: Service hierarchy issues, brand name issues.
4. Severity Level 4 (Inquiry): Informational requests or feature suggestions.

3.2 Response and Resolution Times.

In the event of a failure of the Service to function in any material respect with its applicable performance specifications specified in the Agreement, Company shall, during its Business Hours, use its commercially reasonable efforts to respond and resolve (such as, by providing a workaround or a patch) to properly submitted support requests based on the following severity levels:

(*) For clarity, Company makes no commitment as to any feature requests. Any requests made for new features or functionality will be taken into consideration and may be implemented at a future date at Company’s sole discretion.

3.3 Support Exclusions.

The technical support described above will only be provided with respect to the Service version which is under support, and, in addition to the SLA Exclusions specified below, Company shall not be required to correct any error that in Company’s reasonable discretion resulting from: (i) any modifications of the Service that have not been approved by the Company in writing; (ii) Customer’s instructions, or installation or set up adjustments; (iii) use of the Service other than as permitted in the Agreement; (iv) any fault in any equipment or programs used in conjunction with the Service, or other causes beyond the control of the Company; and/or (v) Customer’s negligence or willful misconduct.

3.4 SLA Exclusions

1. Company’s obligations hereunder are based on and subject to the Customer: (i) complying with the terms and conditions of the Agreement, including this SLA; (ii) complying with Company’s instructions, if any, for performing any corrective action; and (iii) maintaining the connectivity (with acceptable bandwidth) of the Customer’s workstations to the main internet, as well as creating and maintaining firewall definitions and opening required ports that permit access to the Service.

2.  The following shall not be considered within the definition or calculation of Uptime:

1. Scheduled Maintenance;
2. backups of the Service; and
3. Service unavailability that is attributable to: (A) causes beyond Company’s reasonable control, such as a force majeure event, or the performance of any third-party hosting provider or communications or internet service provider; (B) Customer’s failure to perform any obligation under the Agreement or this SLA that affects the performance of the Service; (C) any actions or omissions of the Customer or any third party acting on its behalf; (D) Customer’s or any third party’s products, services, data, or technology; (E) Service unavailability caused by the suspension or termination of Customer’s right to use the Service in accordance with the Agreement; and/or (F) separate instances of Service unavailability of less than five (5) minutes duration each (each of (A) through (F) above, an “SLA Exclusion“).