OpenSpend, Inc. Maintenance and Support Policy
Maintenance and Support (“Maintenance”) consists of Application support and ensuring Available Functionality, so that the Service provided under the Order Form and Terms & Conditions/Base Agreement (“Agreement”) operates substantially in accordance with the material terms in its documentation. Maintenance will be provided in a timely and professional manner by qualified support engineers in accordance with this Maintenance and Support Policy (the "Policy").
You are only eligible to receive Maintenance if you are current on all applicable fees due and payable for your OpenSpend Services, and are otherwise compliant with your applicable contractual obligations. OpenSpend may make other fee-based tiers of maintenance available that provide specific, customized, and/or more comprehensive forms of enhanced maintenance, professional services or training and custom installation.
This Policy may be updated by OpenSpend from time to time, in its sole discretion, however such updates will not result in a material reduction in the level of Maintenance provided during a term for which fees have been paid.
Defined terms used in this policy include the following:
“Available Functionality” means the functionality which is generally available and provided by OpenSpend as part of the Service as described in the applicable Documentation for the Service.
“Client Technologies” means any non-OpenSpend Software installed in Customer environments.
“Documentation” means specifications, user documentation, including but not limited to user guides, customer handbooks and other technical documents provided by OpenSpend regarding the Service and Available Functionality.
“Incident” means a reproducible error or problem with the Service that prevents the Available Functionality from operating in accordance with its Documentation.
“Non-Production” means a test, sandbox, staging, or development Service environment where untested changes are performed outside of a Production environment.
“Production” means the “live” Service environment where the Available Functionality processes data on a real-time basis.
“Service” is defined in the Base Agreement as defined in your Order Form.
Support will be performed in a timely and professional manner by qualified support engineers and includes:
Direct access to OpenSpend Support and the ability to open and manage support Incidents on-line or by telephone.
Production environment support: Midnight Eastern Standard Time Monday through Friday; 8 am to 11 pm Eastern Standard Time on Saturday; and 10 am to 9 pm Eastern Standard Time on Sunday.
Non-Production environment support during normal business hours.
Access to Support Online (http://salonultimate.com/support) for 24x7x365 online support and access to documentation, FAQs, samples, webcast recordings and demos, usage tips, technical updates as such are made available by OpenSpend.
Interactive remote diagnostic support allowing support engineers to troubleshoot securely through a real-time browser-based remote control feature.
Service Level Objectives: Response Times
OpenSpend will use reasonable efforts to meet the Service Level Objectives stated in the table below and will provide continuous efforts to resolve Severity 1 service Incidents. For Severity 1 Incidents, OpenSpend will work 24x7x365 until the Incident can be downgraded to a lower severity. For Severity 1 Incidents, your Support Contact(s) must be available at all times via telephone and online to provide relevant and requested information, data gathering and testing necessary to resolve the Incident. Severity 2-4 calls can be logged on a 24 hours per day, 7 days per week, 365 days per year basis and will be responded to during published business hours as per the Service Level Objectives table below.
|Service Level Objectives|
|Initial Response Time||1 hour**||1 hour*||1 hour*||1 hour*|
*During normal business hours. ** Applies only to issues submitted by telephone.
|Service Level Descriptions|
|Severity Level||Business Impact||Description|
System Down/Service Unavailable condition severely impacting Production environment involving:
A high impact business condition where:
Service is available and Available Functionality is generally usable, however Service has an issue causing minor operational challenge(s). Issues may be isolated to specific end-users and may have little impact on the availability/functionality of the Service.
A minor defect that has no impact on the Service, or a general enquiry on the functionality of the Service including how to/informational queries.
You may be required to upgrade to third-party-supported applications and operating systems, as applicable, in order to continue receiving Maintenance.
If you decide to implement Client Technologies, you will be responsible for the successful installation and implementation of such third-party technologies within the recommended environments specified in the Documentation, as applicable.
You will utilize telephone, Support Online or other site or notification mechanisms as OpenSpend may designate from time to time, to notify OpenSpend of system availability issues, or request other in-scope maintenance and support assistance.
In order to receive Maintenance, support requests must contain all pertinent information, in English, including but not limited to, Customer number or site identification number, Incident severity, Service name, area of Service (Production or Non-Production identified by URL), Incident description, and a technical contact familiar with your environment or the problem to be solved. You must make reasonable efforts to communicate with OpenSpend in order to verify the existence of the problem and provide information about the conditions under which the problem could be duplicated.
As set forth above, for Severity 1 Incidents, your Support Contact(s) must be available at all times via telephone and online to provide all relevant and requested information, data gathering and testing necessary to bring the Incident to resolution.
Support Callers: Support Callers should be fully trained in the use and application of the Available Functionality, and should be either responsible for maintaining any required client software or have direct access to those who do. Named Callers must have access to the software screens for which they are requesting support.
Consulting services, assistance with system design, product training, education, termination and migration assistance are NOT provided as part of Maintenance.
Installation or upgrade services of any Client Technologies will NOT be provided.
Customizations to the version of Available Functionality provided under your Subscription may be provided under a separate fee-based Services Agreement.
OpenSpend shall NOT be obligated to provide technical support for Client Technologies not used in accordance with the Documentation, configuration modifications to the Available Functionality, training, customer-generated scripts, custom reports and other content, custom code provided by you or any third party or otherwise not part of the Available Functionality or problems associated with software products running on unsupported hardware, operating systems, or third party software. Any such service may be available on a fee basis. You may be required to upgrade to a supported third party software product or release, hardware platform, framework, database or operating system configuration to continue receiving technical Maintenance services.