SERVICE AND SUPPORT POLICY
(Revised August 2019)
Service Availability. Provider will use commercially reasonable efforts to have the Service available 24 hours per day, 7 days per week, excluding any scheduled maintenance as described below and unscheduled downtime due to events beyond Provider’s control, including, but not limited to, software, hardware, network, power and/or Internet problems or outages. Times noted below are approximate and may change.
Scheduled Maintenance. There will be weekly scheduled maintenance (currently every Wednesday, but which may change) between 5:00 a.m. and 9:00 a.m. Eastern time to perform system maintenance, backup, and upgrade functions for the Service. Weekly scheduled maintenance does not normally require the Service to be offline for any appreciable length of time; however, during maintenance, the Service may have short periods of instability and may be offline for up to one hour. If scheduled maintenance is required outside of the weekly scheduled maintenance described above, Provider will notify Subscriber with reasonable advance notice.
Unscheduled Maintenance. Unscheduled maintenance may be required to resolve issues that are critical for Subscriber and/or performance of the Service. Provider will notify Subscriber when possible via email prior to the unscheduled maintenance. When possible, unscheduled maintenance will be conducted between 9:00 p.m. and 3:00 a.m. Eastern time.
Updates and Additional Services. Provider may, in its sole discretion, provide updates to the Software from time to time, including, but not limited to, updates, modifications, bug fixes, patches, new reports, new functionality or features to the Service. Such updates shall be made available to Subscriber via the Service at no additional charge. Subscriber may request additional services or functionality from Provider from time to time, which, if agreed to by Provider (in its discretion) and implemented, upon mutual written consent shall then be governed by the terms of this Agreement.
Technical & Customer Support. Provider will provide Technical Support to Subscriber via both telephone and electronic mail on weekdays during the hours of 9:00 am through 5:00 pm Eastern time, with the exclusion of Federal Holidays (“Support Hours”). Subscriber may initiate a helpdesk ticket during Support Hours by calling 317-427-6090 or any time by emailing email@example.com. Provider will use commercially reasonable efforts to respond to all Helpdesk tickets within one (1) business day.
Enhanced Support. Beyond Technical & Customer Support described above, Provider can provide enhanced support of Subscriber events, such as “on-call” assistance for real-time edits/changes to plans or providing a virtual Lost Child Coordinator services. Enhanced Support is subject to separate quote.