1. Definitions

  • Business Hour: means each hour during a Business Day.

  • Business Day: means 9:00 a.m. and 5:00 p.m. local time zone selected by Customer (US PST, or Seoul South Korea) on a Monday through a Friday, excluding local public holidays.

  • Error: means any Severity Level S1 error, Severity Level S2 error, Severity Level S3 error or Severity Level S4 error, each as defined in the Error Severity Definition Table below.

  • Product: means Software Offerings, as applicable to Customer’s Subscription.

Error Severity Definition Table

Severity Level Description
S1

System Outage

Production system outage.
This includes the following scenario where product in production environment is unusable and is severely impacting other critical business functions, and no workaround is available.

S2

Key Functionality Impaired; No Workaround
The reported issue affects key functionality and/or causes some performance degradation, and no workaround is available. Other product features are still functional.

S3

Moderate Impact with Workaround

Issue has moderate or minor impact on usage, and product remains functional. This category may include provisioning/change management requests, enhancement requests, common how-to questions, and any product issues with a viable workaround.

S4

Minor Impact

Includes minor, cosmetic, or documentation-related issues, and enhancement requests that are not time-sensitive. There is no impact on the product’s existing features.

2. Service levels

During the Subscription Term, Interactor shall provide Customer with Service Levels consisting of the following: (i) online, email, or telephone support regarding use and deployment of the Product in accordance with the table below; (ii) Major and Minor releases of the same Products licensed by Customer during the subscription (“Maintenance”) and support with respect to Errors as set forth below. 

Support is available only in English.

Support Tiers, Response Time, Support Hours

  Developer Silver Customers Gold Customers Platinum Customers Titanium Customers Custom
Online Community Yes Yes Yes Yes Contact Sales
Email No Yes Yes Yes Yes
Slack Community Yes Yes Yes Yes
Phone No No Yes Yes Yes
#incidents per install 0 1 5 Unlimited Unlimited
Response Time Community 2 Business Days

1 Business Day

S1 – 2 hours

S2 – 4 Business Hours

S3-S4 – 8 Business Hours

S1 – 45 Minutes

S2 – 4 Business Hours

S3-S4 – 8 Business Hours

Support Hours Community 9×5 Business Hours 9×5 Business Hours S1 – 24x7x365
S2-S4 – 9×5 Business Hours
S1 – 24x7x365
S2-S4 – 9×5 Business Hours

Upon receipt of notice of an Error, Interactor shall assign appropriate technical personnel to the issue and provide Customer with acknowledgment that it has received such Error notice (such actions together, a “Response”). Interactor will provide Customer with a Response to each incident in accordance with the table above. Interactor will use commercially reasonable efforts to promptly resolve each incident. Actual resolution time will depend on the nature of the incident and the resolution. A resolution may consist of a fix, workaround or other solution in Interactor’s reasonable determination.

3 Designated Customer Support Contacts

Designated Customer Support Contacts must be Interactor certified at the Integration and API associate or more advanced level. Customer may elect to increase the number of Designated Customer Support Contacts at Interactor’s then current applicable fee.

4 Error Designtation

Interactor’s support personnel will (a) verify Customer detected Errors, provided that the Errors can be recreated with an unmodified version of the Software and (b) the severity of the support request and whether the support request is a Severity Level S1 error, a Severity Level S2 error, a Severity Level S3 error, a Severity Level S4 error or not an Error.

5 Conditions for Providing Support

Interactor’s obligation to provide Support is conditioned upon the following: (a) Customer makes reasonable efforts to correct the Error after consulting with Interactor; (b) Customer provides Interactor with sufficient information and resources to correct the Error either at Interactor’s customer support center or via remote access to Customer’s site, as well as access to the personnel, hardware, and any additional software involved in discovering the Error; (c) Customer promptly installs all Minor releases; and (d) Customer procures, installs and maintains all equipment, telephone lines, communication interfaces and other hardware necessary to operate the Product.

6 Software Exclusions

The following are excluded from Interactor Support and Maintenance obligations: (i) Software that is used on or in conjunction with hardware or software other than as specified in the Documentation; (ii) altered or modified Software, unless altered or modified by Interactor; (iii) defects in the Software due to accident, hardware malfunction, abuse or improper use; (iv) any version of the Software for which Support and Maintenance services have been discontinued by Interactor; (v) any Error caused by third party software not licensed through Interactor; (vi) developer software or other software provided at no charge, and (ix) Third Party Solutions Components including certified and community connectors.

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