Last Modified: July 14, 2020
1. SUPPORT POLICY
1.1 SUPPORT PLAN: STANDARD
Applicability. Customers who have an order for our SaaS services and whose payments for those services are not overdue, receive our Standard Support Plan as described herein, unless otherwise stated on their Order Form.
Technical Support. Customer will submit any support incidents with respect to the Services (“Support Incidents”) for initial review and confirmation of status through the Aqfer Support Issue website at support.aqfer.net or by sending an email to support@aqfer.com for General Support Incidents or to urgent_support@aqfer.com for Urgent Support Incidents (classified according to section 1.2 below).
Service Desk – Highest Priority (Highest)
a. Acknowledgement time and first touch point to the customer is within 1 hour
b. Remedy plan to be shared within 6 hours
c. US Team to respond within US Daytime (9am – 6pm EST)
Service Desk – Low Priority (High – Low Tickets) (US Day Time Business Hours)
d. Acknowledgement time and first touch point to the customer is within 4 hours
e. Remedy plan to be shared within 72 hours
f. US Team to respond within US Daytime (9am – 6pm EST)
Updates. Aqfer shall provide hourly updates for Urgent Support Incidents until the issue is resolved or a workaround is provided.
Support Contacts. Customer may designate 3 support contacts.
1.2 SUPPORT INCIDENT CLASSIFICATION:
Urgent Support Incidents are issues that typically would be assigned Priority 1 under ISO 20000 standards,
indicating the combination of high urgency and high impact.
Per ISO 20000 standards, high urgency incidents are issues where: i) the damage caused by the incident increases
rapidly, ii) work that cannot be completed by staff is highly time sensitive, iii) a minor Incident can be
prevented from becoming a major Incident by acting immediately, or iv) several users with VIP status are
affected.
Per ISO 20000 standards, high impact incidents are incidents where i) a large number of staff are affected and/or
not able to do their job, ii) a large number of customers are affected and/or acutely disadvantaged in some
way, iii) the financial impact of the Incident is significant, or iv) the damage to the reputation of the business is
likely to be high, e) someone has been injured.
General Support Incidents are issues other than Urgent Support Incidents that typically would be assigned priority
2-5 under ISO 20000 standards.
2. DEFINITIONS
“Business Hours” means between 9 a.m. and 5 p.m. Eastern Daylight Time (EDT).
“General Support Incidents” are issues other than Urgent Support Incidents that would be assigned priority 2-5 under ISO 20000 standards.
“Intellectual Property Rights” means worldwide patents, copyrights, trademarks, service marks, trade names, domain name rights, know-how and other trade secret rights, and all other intellectual property rights and similar forms of protection.
“Order Form” means a document detailing the Services to be provided by us, the fees associated therewith, the Service Term, and any other transaction-specific terms and conditions. Any and all mutually executed Order Form(s) are deemed incorporated herein by this reference. Each Order Form is intended to define a separate contract particular to that order, incorporating by reference the terms and conditions of the applicable portions of this TOS. An Order Form may also contain other terms or conditions which apply specifically to that particular order/contract. You agree that each Order Form will be signed by a representative having the authority to bind you, and that we may presume that such representative has such authority. A binding order is created when we accept and countersign an Order Form signed by you.
“Services” means the specific services provided by us, as set forth on an Order Form.
“Urgent Support Incidents” means issues that would be assigned Priority 1 under ISO 20000 standards, indicating the combination of high urgency and high impact.
“User” means your employees, representatives, consultants, contractors, or agents who are authorized by you to use the Services and have been supplied user identifications and passwords by you (or by us at your request).