Support

STANDARD WEB SUPPORT & MAINTENANCE TERMS

Phone Support	9 AM to 5 PM EST (Monday-Friday) (excluding company holidays)
Slack Channel	#support
Support Email	support@qliktag.com
Case Logging	Email Support
	– Service maintenance, which includes maintenance releases, enhancements, new versions, additions, and modifications to the Service, that it provides to all other customers under support for no additional fee.
	– Bug fixes to bring the Service into substantial conformance with its then-current user guide.
	– Response time in accordance with the chart below.
	– Resolution Process for Issues of Severity Levels 1 and 2:
	(1) Trouble Ticket opened. (2) Assign engineer to determine and correct the error. (3) Periodic reports on the status of the correction. (4) Initiate work to correct the error.
	– Scheduled Outages are usually scheduled during weekends and evenings and customers are usually notified via email.

Response Time Chart

SEVERITY	DEFINITION	RESPONSE GOAL	DETAILS
Severity 1	Service substantially fails to perform.	1 hour	– Trouble Ticket opened.
			– Assign engineer to determine and correct the error.
			– Periodic reports on the status of the correction.
			– Initiate work to correct the error.
Severity 2	Substantial degradation in performance of the Service.	2 hours	– Trouble Ticket opened.
			– Assign engineer to determine and correct the error.
			– Periodic reports on the status of the correction.
			– Initiate work to correct the error.
Severity 3	Minimal-to-no impact on the availability or performance of the Service.	3 days	– Commercially reasonable efforts to include in next major release.