This Support Guidelines (the “Guidelines”) is a policy governing the use of ITC EPC Cloud Support Services (“ITC EPC Cloud Support Services”) under the terms of the ITC Customer Agreement (the “ITC Agreement”) between Interfacing Technologies Corporation and its affiliates (“ITC”, “us” or “we”) and users of ITC’ services (“you”). The guidelines apply separately to each account using EPC Cloud. Unless otherwise provided herein, the Guidelines are subject to the terms of the ITC Agreement and capitalized terms will have the meaning specified in the ITC Agreement. ITC reserve the right to change the terms of the Guidelines in accordance with the ITC Agreement.
DEFINITIONS
- Error is defined for the purpose of Service Support as a reproducible failure of the Service to perform in substantial conformity with the Documentation. * Support Event is defined as a call or support portal ticket event sent to ITC support desk personnel, detailing any Error or suspected Error that occurred. You are required to provide sufficient detail of the environment, circumstances, and conditions surrounding the occurrence of the Error. This includes, but not limited to, software, operating system, hardware, network, database configurations, software logs, and other applications which may be conflicting, sequence of steps that led to producing the error, any other relevant and useful data and information.
- Support Contact is a person designated by you to receive all Support requests from your End Users and be the single point of contact between your business entity and ITC.
- Event Criticality Level is the Level to which a reported Error is assigned by ITC.
- Resolution is the response and obligation by ITC support under the terms of the Standard Support Program.
- Standard Business Hours are defined as 8:00 AM to 6:00 PM (PHT), 8:00 AM to 6:00 PM (IST) and 8:00 AM to 6:00 PM Eastern Standard Time (EST), Monday through Friday, excluding public holidays.
1. SUPPORT PROGRAM
Standard Support Program. The Standard Support Program is the common plan offered to all End-users of the Services; it includes technical support, software updates and upgrades as well as help desk. The Standard Support Plan is mandatory and included as part of your ITC EPC Cloud Services.
Premium Support Program. The Premium Support Program is available for the Services for an additional fee; it includes technical support, software updates and upgrades as well as help desk. The Premium Support Program is optional as part of your ITC EPC Cloud Services.
2. SUPPORT EVENTS AND PRIORITY LEVELS
ITC Support desk personnel will address all Support Events based on the applicable Event Priority Level. ITC will use reasonable commercial efforts to acknowledge receipt of the Support Event and provide a Resolution within the limits of the response time as defined for each Support Event in accordance with the applicable Event Priority Level.
3. SUPPORT PROCESS
Support Event Initiated. The Support Contact report an Error to ITC support desk personnel by ITC web support portal, telephone or over e-mail.
3.1 Diagnostics and Classification. ITC will execute initial steps to Diagnose and / or Resolve the Error reported as per its criticality level. ITC will communicate to your Support Contact to acknowledge the Error and/or to conduct further diagnostics. ITC support desk personnel may request additional information and/or authorized remote access for additional diagnostics from your Support Contact. Level 1: Critical level means Service is down and application is not at all accessible. Level 2: Major level means an Error that cause the primary function of the Service to fail in a catastrophic manner preventing most off the End users from using the Service. Level 3: Medium level means an Error that impacts the performance of an important function of the Service and degrades the use of the Service in a significant way. Level 4: Normal level means an Error that impacts the performance of secondary function of the Service and does not degrade significantly the use of the Service.
3.2 Resolution. ITC support desk personnel will provide you with the Error resolution in accordance to the level of criticality. For critical level 1 issues, ITC support desk personnel will contact you upon Support Event receipt to acknowledge, diagnose and use best effort to resolve the Error within two hours from acknowledgement of Error receipt. For major issues ITC will use best effort to either fix the Error or provide a Work Around solution within two hours from acknowledgement of Error receipt or at a mutually agreed date. For medium level Support Events, initial contact will be made and ITC will put in best efforts to resolve the Error within one day of Error reproduction or at a mutually agreed date. For normal level Support Events, acknowledgement and initial contact will be made with resolution or work around to occur in a the next Software release or service pack update.
3.3 Follow-up. ITC support desk personnel will follow up with you to ensure you and your End Users are fully satisfied with ITC’s response, failing which an ITC internal corrective action will be issued and if needed, will be escalated to top management level.
3.4 Procedure. Client Support procedure is available at: https://www.interfacing.com/download/11780/
4. SOFTWARE SUPPORT
Updates and upgrades. You will have access to Updates and Upgrades upon their release. The Updates and Upgrades will include (i) fixes to critical and other issues reported and discovered in the Services, (ii) enhancements and modifications for better functionality of the Service.
4.1 Support for past versions. ITC shall provide support desk personnel services for the current release of the Services and all other releases within the last six (6) months. ITC will use commercially reasonable efforts to assist you in your attempts to troubleshoot and remedy any problems with the Services running old releases. If you desire support for earlier unsupported versions of the Services, such support will be at ITC’s discretion and treated as ITC Professional Services and priced according to the ITC Professional Services Pricing and Payment Terms.
4.2 Support of customizations, modifications, or extensions. ITC support desk personnel will use commercially reasonable efforts to assist you in troubleshooting your attempts to remedy any problems with the Services resulting from any customizations, modifications, or extensions to the Services created by ITC.
5. HELP DESK
5.1 Support Desk. You may report issues to support by calling ITC’s telephone support hotline or by accessing the support section on ITC web-site 24hours per day and 7 days per week.
5.2 Availability. The Standard Support Plan is available during ITC Standard Business Hours and the Premium Support Plan is available 24 hours a day / 7 days per week.
5.3 Response Time. Level 1 Critical and Level 2 Major issues as described within Support Priority Levels will be responded to within 15 minutes of Error receipt and Level 3 and 4 issues will be responded to within 4 hours of receipt.
6. YOUR RESPONSIBILITIES
Accurate Information. Your responsibility is to provide accurate information to reproduce the issue or details as requested by the support desk personnel.
6.1 Access for remote diagnostics. you shall provide ITC support desk personnel with the necessary access to your Content for the required time duration to diagnose and provide solutions to problems in order to meet its support obligations under this Agreement.
6.2 Designated technical support contact. You shall appoint one individual within your organization to serve as the primary contact between you and ITC and to receive support through the support desk. The designated support contact shall be familiar with all aspects of the Services, its use by End Users, any customizations or extensions made to the Services and the operating environment of the Service. Such individual shall also act as the primary contact for any support calls to ITC involving customizations or extensions to the Service.