“Authorized Contacts”means the named Customer employees or authorized agents who: (i) have sufficient technical expertise, training and/or experience with the Service to perform the Customer’s obligations under this Support Services Agreement; (ii) are responsible for all communications with Company regarding this Support Services Agreement, including case submission and Incident reports; and (iii) who are authorized by Customer to request and receive Support Services for the Service on behalf of the Customer.
“Available” means the website is responsive to standard ICMP or HTTPS requests, and that it is operational.
“Availability Calculation” means the percentage of time the service is deemed Available on a monthly basis less any downtime due to Routine Maintenance. Downtime or service interruption due to maintenance or error correction other than Routine Maintenance as defined in the SLA will be chargeable against Availability. Downtime attributable to Force Majeure Events shall not be included in the calculation of Company’s performance against the Target Availability Level.
“Business Days” are Monday to Friday during Normal Support Hours, excluding Company holidays.
“Enhancement Request” means a request by Customer to add functionality or enhance performance beyond the specifications of the Service and are not included as part of Support Services.
“First Level Support” means any support relating to calls from Customer’s customers, end users or affiliates or general resolution of user errors, network errors, provisioning errors, or malfunctions.
“Hardware” means the sensors and accessories designed, developed, and manufactured by VergeSense, including and software included therein, that are a part of the services provided by Company.
“Incident” means a single support question or reproducible failure of the Service to substantially conform to the functions and/or specifications as described in User Guides and reported by an Authorized Contact.
“Normal Support Hours” are Sunday 7:00 PM CST – Friday 6 PM CST
“Routine Maintenance” means the amount of time, not to exceed eight (8) hours per month, for Company’s performance of maintenance, updates or error correction for the software, hardware, equipment and/or other infrastructure supporting the Services, provided such work takes place only during weekends or after regular business hours in the time zones where the Customers are located.
“Workaround” means a solution or correction to an incident that allows the Service to function substantially in accordance with the Documentation.
“Severity Level” means the Severity Levels as follows:
“Severity Level 1 or “S1” (Critical)” means an Incident where Customer’s production use of the Service is stopped or so severely impacted that the Customer cannot reasonably continue business operations. It may result in a material and immediate interruption of Customer’s business operation that will cause a loss of Customer data, restrict availability to such data or cause significant financial impact.
“Severity Level 2 or “S2” (Significant)” means an Incident where one or more important functions of the Service are unavailable with no acceptable Alternative Solution. Customer’s implementation or production use of the Service is continuing but not stopped; however, there is a serious impact on the Customer’s business operations.
“Severity Level 3 or “S3” (Less Significant)” means an Incident where: (a) important Service features are unavailable but an Alternative Solution is available, or (b) less significant Service features are unavailable with no reasonable Alternative Solution; Customers experience a minor loss of business operation functionality and/or an impact on implementation resources, or (c) Customer poses questions regarding basic functionality of the Service.
“Severity Level 4 or “S4” (Minimal)” means an Incident that has a minimal impact on basic functionality of the Service or could include billable support hours.
“Response Time” means the targeted time period within which Company will use commercially reasonable efforts to contact Customer to acknowledge receipt of an incident report and to engage an appropriately skilled support resource, commencing from the time that Company receives all required information as specified in Section 7(b) “Incident Reporting”. Response Times are measured during Normal Support Hours.
“Support Services” means the English language support services for the Service provided by Company under the terms set forth herein, but do not include enhancement requests or excluded Support Services.