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GraphGrid Technical Support Services Guidelines
Last Updated: May 4, 2018
The following Technical Support Services (“TSS”) guidelines (“Guidelines”) apply to agreements where GraphGrid, Inc. (“GraphGrid”) provides Services and related technical support to Customer (as amended from time to time, the “Agreement”). Capitalized terms used but not defined in these Guidelines have the meanings given to them in the Agreement.
1. Obtaining Support
1.1 Setting Designated Contacts. Customer-designated support admins may add Designated Contacts to its Account by contacting GraphGrid to setup access to the Support Console.
1.2 Customer Efforts to Fix Errors; Support Request Submission. Before making a Request to GraphGrid, Customer will use reasonable efforts to fix any error, bug, malfunction, or network connectivity defect without escalation to GraphGrid. Following such attempts, a Designated Contact may submit a Request through the Support Console.
1.3 Procedures for Acknowledgement and Resolution of Requests. When making a Request, Customer will provide all requested diagnostic information and assist GraphGrid Support Personnel as may be required to resolve a Request.
1.4 Request Acknowledgement. GraphGrid may respond to a Request by acknowledging receipt of the Request. Customer acknowledges and understands that GraphGrid may be unable to provide answers to, or resolve all, Requests.
1.5 Feature Requests. If GraphGrid deems a Request to be a Feature Request, GraphGrid will log the Request for consideration to add to a future update or release of the Services and will consider the matter closed. GraphGrid has no obligation to respond to or resolve any Feature Request or to include any Feature Request in any future update or release.
1.6 Building Applications. GraphGrid has no obligation to write or build any Applications or write code to facilitate Applications.
1.7 Early Access, Alpha, and Beta. Although GraphGrid has no obligation to provide TSS for Early Access, Alpha or Beta versions, features, or functionality of the Services, GraphGrid will consider Requests at these development stages on a case-by-case basis.
2. Accessing Support
2.1 Designated Contacts. GraphGrid will provide first and second-level support to Customer only through Customer’s Designated Contacts and Technical Account Manager (if applicable). If Customer wishes to change its Designated Contacts, it may do so by contacting GraphGrid Support.
2.2 Support Hours and Target Initial Response Times. GraphGrid will process Requests during the Hours of Operation, unless otherwise indicated in these Guidelines. Any Requests received outside the Hours of Operation will be logged and processed during the next Business Day.
3. General Provisions
3.1 Maintenance. To ensure optimal performance of the Services, GraphGrid performs periodic Maintenance. In most cases, Maintenance will have limited or no negative impact on the availability and functionality of the Services. If GraphGrid expects planned Maintenance to negatively affect the availability or functionality of the Services, GraphGrid will use commercially reasonable efforts to provide at least seven (7) days’ advance notice of the Maintenance. In addition, GraphGrid may perform emergency unscheduled Maintenance at any time. If GraphGrid expects emergency unscheduled Maintenance to negatively affect the availability or functionality of the Services, GraphGrid will use commercially reasonable efforts to provide advance notice of such Maintenance. GraphGrid may provide any notice to Customer under this Section: (a) by sending an email to the Notification Email Address, or (b) through the Support Console. In this Section 3.1, “Notification Email Address” has the meaning given in the Agreement or, if no such meaning is given, means the email address(es) designated by Customer in the Support Console, or in the Order Form or Ordering Document (as applicable), to receive certain notifications from GraphGrid.
3.2 Language Support Generally. GraphGrid will provide all support under these Guidelines in the English language.
4. Professional Services. Depending on the type, scope, and duration of any professional services requested (e.g., implementation, configuration, data migration, or other forms of technical assistance), additional fees and terms may apply.
5.1 “24 x 7” means twenty-four hours a day, seven days a week.
5.2 “Business Day” means any day during the Hours of Operation.
5.3 “Designated Contacts” means individual Support Console users who are designated by Customer as administrators or technical employees and who are allowed to contact GraphGrid for technical support.
5.4 “Feature Request” means a Request to incorporate a new feature or enhance an existing feature of the Services that is currently not available as part of the existing Services.
5.5 “GraphGrid Support Personnel” means the GraphGrid representatives responsible for handling Requests.
5.6 “Hours of Operation” means 17:00 on Sunday to 17:00 on Friday Pacific Time Zone, except for holidays in local time for each region documented in the Support Console.
5.7 “Maintenance” means maintenance work that is performed on hardware or software delivering the Services.
5.8 “Request” means a request from a Designated Contact to GraphGrid Support Personnel for technical support to resolve a question or problem report regarding the Services.