By ProspectSoft on Wed 23 May 2018 in Terms
Please read this policy document to find out more about our Support Policy at ProspectSoft...
This ProspectSoft Support Policy ("Support Policy") accompanies the ProspectSoft Subscription Terms and Conditions, available at www.prospectsoft.com or a successor URL (the "Agreement") entered into between you ("Customer") and ProspectSoft Limited (“Supplier”). Capitalized terms used in this Support Policy that are not defined herein have the meanings given to them in the Agreement.
The Supplier offers Support Services for the subscription services purchased pursuant to an Agreement ("Subscription Service(s)") in accordance with the following guidelines:
A.) Support Hours. User Support is provided during Normal Business Hours. Infrastructure and uptime support is provided 24 hours per day, 7 days per week.
B.) Incident Submission and Customer Cooperation. Customer may report errors or abnormal behaviour of the Subscription Services (" Incidents") during Normal Business Hours by contacting the Supplier via the Online Chat, the Services Portal or via email at firstname.lastname@example.org; or out of hours via 999.prospectsoft.com. Customer will provide information and cooperation to the Supplier as reasonably required for the Supplier to provide the Support Services. This includes, without limitation, providing the following information regarding the Incident:
- Aspects of the Subscription Services 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
C.) Incident Response. The Supplier's Support personnel will assign a priority level ("Priority Level") to each Incident and seek to provide responses in accordance with the below.
Priority - Business Critical
Operation of the Subscription Service is critically affected (not responding to requests or serving content) for a large number of users; no workaround available.
Target Response Time: 2 Hours
Priority - High
Subscription Service is responding and functional, but performance is degraded, and/or Incident has potentially severe impact on operation of the Subscription Service for all users.
Target Response Time: 1 Day
Priority - Medium
The Subscription Service is responding and functional however some operations may not be performing fully, and some users are being affected.
Target Response Time: 3 Days
Priority - Low
Non-critical issue; no significant impact on performance of the Subscription Service but user experience may be affected.
Target Response Time: 7 Days
D.) Exclusions. The Supplier will have no obligation to provide Support Services to the extent an Incident arises from:
(a) use of the Subscription 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 the Supplier's reasonable control;
(c) Customer's equipment, software, network connections or other infrastructure;
(d) inadequate testing by Customer of bespoke customisation or configuration; or
(e) third party systems or third party acts or omissions.
E.) Bug fixes and Product Ideas. The Supplier's Support personnel will provide restarts and where possible workaround recommendations. Any recommended code changes or changes to the Subscription Services will be submitted to the Supplier's Product Owner who will assess and prioritise them within the product backlog.
F.) Bespoke and Customisation. The Supplier will have no obligation to provide alterations to Bespoke Code or Customisations (including but not limited to customised Execution code, API's, Reports, Content, HTML, or CSS) within these Support Services. The Support Services include initial investigation and assessment, and where possible restarts or workaround recommendations. Further services are provided (either during a project or after acceptance and go live) through the purchase of Consultancy Services.
G.) User Training. The Support Services are not a substitute for user training. The Supplier provides user documentation, training videos and interactive help free of charge to users via the academy site academy.prospectsoft.com and docs.prospect365.com. Additional user training, if required, is provided (either during a project or after acceptance and go live) through the purchase of Consultancy Services.