Supported Version Requirement

Customer acknowledges that continued support is conditioned upon use of a supported software version as defined in Provider’s published End-of-Lifecycle (EOL) Support User Guide, which may be updated from time to time. Versions designated as EOL are not eligible for standard maintenance, security updates, bug fixes, or technical support. Provider reserves the right to require an upgrade to a supported version before investigating, troubleshooting, remediating, or resolving reported issues. Any assistance provided for EOL versions shall be at Provider’s sole discretion and may be subject to additional fees, limited-service levels, or commercially reasonable efforts only. Customer acknowledges that use of unsupported or EOL software versions may expose Customer to security vulnerabilities, compatibility limitations, operational instability, and increased upgrade complexity. Decisions shall not be liable for issues arising from Customer's continued use of an unsupported version.

Support Request Content.

Customer shall include with the submission of any Support Request to Provider, all information reasonably ascertainable by Customer that is material and relevant to an investigation of the cause or resolution of the issue being reported. If available and ascertainable, such information shall include, without limitation, the following:

• (a) Issue Description. A reasonably detailed description of the Software error or failure, including descriptions of the expected behavior and observed behavior;
• (b) Software Details. The name and version number of the Software to which the Support Request pertains;
• (c) Operating Environment. A description of the hardware/operating system environment in which the Software produced the reported error or failure, including version numbers where applicable and relevant;
• (d) Integrated Software. Name, version number, and configuration details of any third-party technology (including software and hardware) with which the Software interacts where such third-party technology may rationally be related to the issue being reported or where Provider support personnel expressly request such information;
• (e) Diagnostics. All diagnostic information produced or recorded by the Software where such information is rationally related to the issue being reported or where Provider support personnel expressly request such information. Diagnostic information, as referenced herein, shall include without limitation, descriptions or screen captures of any error messages displayed by the Software, and log files created or updated by the Software; and
• (f) Requested Information. All information reasonably requested by Provider support personnel for the purpose of investigating, diagnosing, or otherwise pursuing a resolution to the reported issue.

Support Request Initial Response.

Provider’s minimum initial response to each Customer Support Request shall include:

• (a) Review of the Support Request by Provider support personnel; and
• (b) Confirmation of review by Provider, transmitted to Customer via email; or through a designated web-based support program. The confirmation shall include one or more of the following:
  • i. Instructions or guidance in the installation, configuration, operation, or use of the Software, reasonably calculated to resolve the reported issue;
  • ii. Instructions for electronically downloading a file or files that are reasonably calculated to resolve the reported issue upon installation by Customer;
  • iii. Requests for additional information reasonably believed by Provider support personnel to be necessary for accurate or efficient diagnosis or resolution of the reported issue;
  • iv. Requests by Provider support personnel for Customer to undertake an action or series of actions reasonably calculated to resolve the reported issue or to produce diagnostic or other information necessary or helpful in diagnosing or resolving the reported issue;
  • v. An advisement that Provider support or development personnel are engaged or will engage in diagnosing the root cause of the reported issue, or are engaged or will engage in developing a resolution to the reported issue that may include creation of new computer program code to be made available to Customer upon completion and an estimated timeline for completion; or
  • vi. An advisement that the Support Request calls for enhanced functionality or new functionality not within the scope of the operational features of the Software as Licensed by Customer. Any further action undertaken in response to such Support Requests shall be undertaken, if at all, at the sole discretion of Provider.

Support Request Initial Response Schedule.

Provider shall make its initial response to all Support Requests according to the schedule set forth below:

Support Request Severity: Emergency

• Severity Definition: A critical error or failure by the Software is causing extreme, severe and unreasonable difficulty to Customer, depriving Customer of all or virtually all production value and use of the Software
• Initial Response Time (From time of report submission to Provider): Three (3) hours

Support Request Severity: Defect/Feature Enhancement

• Severity Definition: A non-critical error or failure by the Software that does not deprive Customer of all or virtually all production value and use of the Software; or a request for behavior that is not currently intended in the version of the Software giving rise to the reported issue
• Initial Response Time (From time of report submission to Provider): One (1) business day

Support Request Severity: Configuration/Usage Guidance

• Severity Definition: Customer seeks brief assistance, not requiring the physical presence of Provider staff on Customer site, regarding Software best practices or configuration
• Initial Response Time (From time of report submission to Provider): One (1) business day

Support Request Resolution Schedule.

As to all Support Requests not resolved by Provider’s initial response as set forth above, Provider shall pursue final resolution according to the prescribed actions set forth below:

Support Request Severity: Emergency
Prescribed Action:

1. Upon receipt of the Support Request, Provider support personnel shall immediately report the general nature of the reported issue to a senior developer or senior support engineer.
2. Provider shall, in light of the totality of circumstances, dedicate an appropriate number of personnel to actively pursue resolution of the reported issue by all commercially reasonable means.
3. Dedicated staff shall maintain active pursuit of resolution UNTIL
   1. Provider provides to Customer, a final resolution, accepted by Customer; or
   2. Provider provides to Customer, a temporary resolution, accepted by Customer and accompanied by a plan to provide a permanent resolution within a reasonable time; or
   3. Provider and Customer mutually agree to a resolution plan

Support Request Severity: Defect/Feature Enhancement
Prescribed Action:

1. Provider shall cooperate with Customer to formulate, schedule, and execute a mutually agreeable resolution plan that is reasonable in light of all relevant factors.
2. Resolution may include, without limitation, release of modified or added Software functionality in subsequent Updates, release of modified or added Software functionality made available only to Customer, or any other mutually agreeable and reasonable means.

Support Request Severity: Configuration/Usage Guidance
Prescribed Action:

1. Provider shall cooperate with Customer to provide a mutually agreeable resolution within a reasonable amount of time.