Support Terms & Conditions
These Support Terms and Conditions (“Support Terms”) apply to your subscription plan for the Services provided by Bizness Apps, Inc. (“Bizness Apps,” “we,” or “us”). We may modify the terms and conditions of these Support Terms from time to time by posting the updated terms on our Website, but will provide sixty (60) days advance notice to you before materially reducing the benefits offered under these Support Terms.
1. DEFINITIONS
- “Standard Support” means the support level as set out in Section 2.
- “Gold Support” means the support level as set out in Section 3.
- “Issue” means a failure of the Services to substantially conform to the functional specifications set forth in the documentation. Issues are classified by Bizness Apps according to severity of impact on the use of the Services, according to the charts below. All disputes regarding severity classification will be resolved by Bizness Apps in its sole discretion.
- “Platinum Support” means the support level as set out in Section 4.
- “Response Time” means the time period in which the assigned support resource (or support system) shall provide you with an initial technical response as a result of an Issue reported by you.
- “Support” means the support services to be provided by the Bizness Apps to you in accordance with these Support Terms. “Term” means the duration set forth in your Order.
2. STANDARD SUPPORT
- 2.1. Stand Support. Standard Support includes the program features that Bizness Apps makes generally available to its Standard Support customer base during the applicable Term as follows:
- 2.2. “Support” Defined. Support consists of assistance provided to customers via the Internet with respect to use of the Services and to resolve Issues. Support cases are tracked and managed through access to a call management system operated by Bizness Apps’ support center (the “Customer Support Portal”). Standard Support is available Monday through Friday during Bizness Apps’ business hours, excluding local holidays.
| Severity | Impact | Response Time Goal |
|---|---|---|
| 1 | Production system is down, impacting all Services and associated business systems. | 4 business hours (via the Customer Support Portal) |
| 2 | Production system performance is degraded, but operational; Issue affects essential functions; or Issue is blocking critical systems tests or deliverables. | 1 business day |
| 3 | General product questions relating to development, feature issues, or documentation. | 2 business days |
3. GOLD SUPPORT
- 3.1. Gold Support. Gold Support includes the features that Bizness Apps makes generally available to its Standard and Gold Support customer base during the applicable Term.
- 3.2. Electing Gold Support. You may upgrade from Standard Support to Gold Support at any time provided that you pay additional fees indicated on the applicable Order. Such fees may be prorated if the upgrade is made any time during then-current Term. However, you may only downgrade from Gold Support to Standard Support at the time of renewal. To downgrade from Gold Support to Standard Support, you must provide written notice to Bizness Apps at least sixty (60) days prior to the expiration of the then-current Term. Upon such downgrade, you shall pay Bizness Apps’ then-current fees for Standard Support.
| Severity | Impact | Response Time Goal |
|---|---|---|
| 1 | Production system is down, impacting all Services and associated business systems. | 4 business hours (via the Customer Support Portal) |
| 2 | Production system performance is degraded, but operational; Issue affects essential functions; or Issue is blocking critical systems tests or deliverables. | 1 business day |
| 3 | General product questions relating to development, feature issues, or documentation. | 2 business days |
4. PLATINUM SUPPORT
- 4.1. Platinum Support. Platinum Support includes the features that Bizness Apps makes generally available to its Standard, Gold, and Platinum Support customer base during the applicable Term.
- 4.2. Electing Platinum Support. You may upgrade to the Platinum Support at any time provided that you pay additional associated fees as indicated on the applicable Order. Such fees may be prorated if the upgrade is made any time during the then-current Term. However, you may only downgrade from Platinum Support to Gold Support or Standard Support at the time of renewal. To downgrade from the Platinum Support to Gold Support or Standard Support, you must provide written notice to Bizness Apps at least sixty (60) days prior to the expiration of the then-current Term. Such notice must specify whether the downgrade is to Gold Support or Standard Support and you shall pay Bizness Apps’ then-current fees for that level of Support.
| Severity | Impact | Response Time Goal |
|---|---|---|
| 1 | Production system is down, impacting all Services and associated business systems. | Immediate (by phone or voice mail) 1 hour (via the Customer Support Portal) |
| 2 | Production system performance is degraded, but operational; Issue affects essential functions; or Issue is blocking critical systems tests or deliverables. | 4 hours |
| 3 | General product questions relating to development, feature issues, or documentation. | Next business day |
5. YOUR OBLIGATIONS
- 5.1. Support Contact. All communications relating to Support will be supervised, coordinated, and undertaken by no more than two (2) designated contact persons per work-shift who will act as your point of contact between you and Bizness Apps. Each contact must possess or, at your expense, acquire the necessary expertise and training to diagnose and resolve Issues with direction by Bizness Apps.
- 5.2. Pre-Call Procedures. Prior to requesting Support from Bizness Apps, you must comply with all published operating and troubleshooting procedures for the Services. If such efforts are unsuccessful in eliminating the Issue, you must then promptly notify Bizness Apps of the Issue. You must confirm that the following conditions are true before contacting Bizness Apps for support:
- Reproduction. If possible, the situation giving rise to the Issue is reproducible in a single supported Services;
- Support Representative. Your contact has the technical knowledge regarding the Services and any other software or hardware systems involved, and in the facts and circumstances surrounding the Issue;
- Access. The entire system, including all software and hardware, is available to your contact without limit during any communication with Bizness Apps support personnel; and
- Availability. If requested and required, you must make available to Bizness Apps a technical representative during support hours of coverage for all Issues. Bizness Apps reserves the right to suspend all work relating to any Issues during periods for which you do not provide access to a technical representative or requested data to continue work on the Issue.
- 5.3. Remote Connection. If appropriate, you will cooperate with Bizness Apps to allow and enable Bizness Apps to perform Support via remote connection using standard, commercially available remote control software. You will be solely responsible for instituting and maintaining proper security safeguards to protect your systems and data.
- 5.4. Updates. You acknowledge and agree that Services updates provided by Bizness Apps pursuant to these Support Terms may, in Bizness Apps’ sole discretion, require additional training of your personnel. Such training will be charged in accordance with our standard fees.
- 5.5. Disclaimer. Bizness Apps will not be responsible to provide Support, updates, or any other maintenance and support to the extent that Issues arise because you: (a) misuse, improperly use, mis-configure, alter, or damage the Services; or (b) otherwise uses the Services in a manner not in accordance with its terms and conditions.
Last updated: July 16, 2018
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