Software Support Policy

Phone Support

9 AM to 5 PM Central Time (US) Monday – Friday excluding company holidays

Support Phone

Support Email

Case Logging

Telephone Support

Email Support

Software maintenance, which includes maintenance releases, enhancements, new versions, additions, and modifications to the Support, that it provides to all other customers under support for no additional fee.

Bug fixes to bring the Software into substantial conformance with its then-current user guide.

Response time in accordance with the chart below.

Resolution Process for Issues of Severity Levels 1 and 2:

  1. Trouble ticket opened.
  2. Assign engineer to determine and correct the error.
  3. Periodic reports on the status of the correction.
  4. Initiate work to correct the error.

Response Time Chart

Severity

Definition

Response Goal

Details

Severity 1

Software substantially fails to perform

2 hours

  1. Trouble ticket opened.
  2. Assign engineer to determine and correct the error.
  3. Periodic reports on the status of the correction.
  4. Initiate work to correct the error.

Severity 2

Substantial degradation in performance of the Software

4 hours

  1. Trouble ticket opened.
  2. Assign engineer to determine and correct the error.
  3. Periodic reports on the status of the correction.
  4. Initiate work to correct the error.

Severity 3

Minimal-to-no impact on the availability or performance of the Software

3 days

Commercially reasonably efforts to include in the next major release

Support Exclusions. Support excludes application development, software programming and configuration, installation and training. Training and installation services may be purchased under separate terms and conditions. Additionally, evoleap will not be required to provide Support on the Software in the event of Software issues caused by hardware malfunction or by modifications made to the Software by Customer.