These supplemental terms (as modified from time to time by Company in its sole discretion) (“Terms”) define the Support offering that may be included in Customer’s Order Form.
These supplemental terms (as modified from time to time by Company in its sole discretion) (“Terms”) define the Support offering that may be included in Customer’s Order Form.
Capitalized terms not defined herein shall have the meaning set forth in the Agreement.
Overview
1. Definitions
The following defined terms are used to describe the Support services:
2. Support Levels
The table below sets out the Support that will be available to Customer based on the level of Support specified in Customer’s Ordering Document.
| SUPPORT FEATURE | SUPPORT LEVELS | ||
| LIGHT | STANDARD | SELECT | |
| 24×7 Support Portal Access | ✓ | ✓ | ✓ |
| 24×7 Knowledge Base | ✓ | ✓ | ✓ |
| Telephone Technical Support | N/A | Business hours | Business hours |
| Support for Severity Level 1 Incidents | Business hours | 24 x 7 | 24 x 7 |
| Authorized contacts | 1 | 5 | 10 |
| Technical Resources | Global support team | Global support team | Named Support Engineer |
| Access to Face to Face (Zoom) calls | N/A | N/A | ✓ |
| Hands On Solution Assistance | N/A | N/A | ✓ |
| In-Depth Case Review | N/A | N/A | Upon Request |
| Major Incident Root Cause Analysis | N/A | S1 only, Upon Request | S1/S2, Upon Request |
| Monitoring and Alerting | Basic | Basic | Customized |
| Implementation Handover | N/A | ✓ | ✓ |
| New Release Notification | N/A | Standard | Proactive Notification and Personalized Discussion |
| Support Type | Functional Support | Functional Support | Dedicated Support |
3. Incident Submission and Processing
Customer may submit any Incidents 24 hours per day, 365 days per year via the online Support Portal. Standard and Select Customers may also report S1 Incidents by phone 24 hours per day, 365 days per year; and S2, S3, or S4 Incidents by phone during Business Hours.
When notifying Company of any Incident, Customer must provide detailed information about any suspected Error(s), including an example, the context in which it was encountered, details of Customer’s system configuration, and the steps necessary to generate or reproduce the Error. The severity level of an Incident shall be determined by Company (using the severity definitions described in these Terms).
For Light and Standard Support customers, support cases will be worked through a queue by a team of customer support engineers, and incoming call telephone support will be provided by the responding customer support engineer.
For Select Support customers, a Named Support Engineer (“NSE”) will be assigned. Additional NSEs can be purchased if Customer requires Support for other products. The NSE will be available during normal Business Hours and is responsible for Customer submitted Incidents. In the event the NSE is not available, Company will provide a back-up engineer.
4. Authorized Technical Contacts and Authorized Contacts
Customer will provide Authorized Contacts to Company as reasonably required to provide information, work through instructions, and confirm resolution of the Incident. Customer’s Authorized Contacts will be responsible for interfacing with Company Support personnel. Each Authorized Contact must be familiar with the Software and be capable of performing necessary administrative functions.
5. Response Times
Company will use commercially reasonable efforts to respond to each reported Incident within the following initial response time targets during Business Hours:
| BUSINESS IMPACT | LIGHT | STANDARD | SELECT |
| S1 — Critical | N/A | 1 Hour | 1 Hour |
| S2 — High | N/A | 4 Business Hours | 4 Business Hours |
| S3 — Medium | N/A | 8 Business Hours | 8 Business Hours |
| S4 — Low | N/A | N/A | N/A |
To be eligible for the response times above, Customer must submit all Incidents through the Support Portal. To receive the 1 Hour response time target for S1 Incidents that occur outside of Business Hours, in addition to reporting via the Support Portal, Customer must also report the Incident via Phone Support (Standard and Select only).
7. Support Exceptions
Company shall be under no obligation to furnish Support for any Software to the extent that such Support is necessary or desired as a result of: (i) the operation of the Software in configurations outside those described in the Agreement, applicable Order Form, or Company’s documentation; (ii) actions of any third party other than Company or a third party authorized by Company; and (iii) causes unrelated to the Software as delivered to Customer by Company, including without limitation, unauthorized modifications to the Software, made by Customer or on Customer’s behalf.
Company’s Support is designed to assist Customers with Errors and Incidents in the normal usage of the Software in Customer’s environment and does not include product training, implementation services, and customization services.
Should Customer need assistance beyond what is included in Support, Customer may need to engage Marigold’s Professional Services Team.
Last Modified Date: July 8, 2024
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