Support Policy

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  1. Introduction

Unless the contrary intention appears in a Service Agreement, the terms of this Support Policy applies to the provision of our support services.

2. Dictionary

Agreement means a Service Agreement you have with us.

Business Day means Monday to Friday excluding a Holiday in the State of New South Wales, Australia.

Customer Support Services means technical support we offer for our Services.

Documentation means our guides and manuals concerning the Services which we make available.

Forums means the discussion forum operated by us on our website.

Issue means a failure, problem or question you may experience with our Services.

Holiday means a weekend and a public holiday in the State of New South Wales.

Hours of Operation means the hours we provide support services which are 9am to 5pm AEST on each business day except a Holiday, unless we agree to additional hours in writing.

Services means the Services we provide you in accordance with a Service Agreement.

Support Contact means your designated contact person/s who are responsible for the overall internal support of your use of the Services.

Support Option means a subscription to any additional support packages we offer.

Support Policy means this document.

Support Request means a request made to us to resolve an Issue.

 3. Support Requests

  1. You may lodge a Support Request either:
    1. through our ticketing system on our website; or
    2. through our toll-free support telephone line.
  2. We will aim to resolve a Support Request depending on its classification, within a reasonable time frame.
  3. In order for us to efficiently resolve Issues which are the subject of a Support Request you must:
    1. provide us with accurate and detailed information;
    2. provide us with any information we require;
    3. undertake any diagnostics and testing we may require;

 4. Severity Classifications

  1. Upon receipt of a properly submitted Service Request, we will assign a case and prioritize and assign each Issue with a severity level (‘Severity Level’) as specified below:
    1. ‘Severity 1 (S1)’ — A severity 1 Issue is a catastrophic production problem within the Service which results in the Service being unavailable or unusable or where Your Data is lost.
    2. ‘Severity 2 (S2)’ — A severity 2 Issue is a problem where functionality of the Services is severely reduced including data loss or interruption to Services. Issues existing in a non-production environment that would otherwise qualify as a severity 1 Issue qualify as a severity 2 Issue.
    3. ‘Severity 3 (S3)’ — A severity 3 Issue is a medium-to-low impact problem which involves partial non-critical functionality loss which impairs some operations but allows the Services to function. This may be a minor Issue with limited loss or no loss of functionality or impact to Your operation and Issues in which there is an easy work around or avoidance by you.
    4. ‘Severity 4 (S4)’ — A severity 4 Issue is for a general usage question or Issue that may be cosmetic in nature or documentation related where the Services will work without any functional limitation.
    5. ‘Enhancement Request (ER)’ — An enhancement request is a recommendation for future product enhancement or modification to add official support and documentation for unsupported, undocumented features that do not exist in the Services. We will take ERs into consideration in the product management process, but have no obligation to deliver enhancements based on any ER.
  2. In the event that You reasonably believe that You have an S1 Issue, Your Principal Support Contact must notify Us within an appropriate timeframe so as to not delay Our ability to work to provide a Resolution. The Principal Support Contact must use all reasonable efforts to provide Us with all necessary personnel and information to accurately troubleshoot the Issue.
  3. We have the right to use any resolution delivery method (‘Resolution’) available to resolve an Issue.
  4. Resolution of any Issue which We provide in the form of a release of Our Applications will address an Issue only with respect to the most current release of the Applications and, in Our sole discretion, the most recent previous sequential release.

 5. Issue Escalation

  1. YOUR PRINCIPAL SUPPORT CONTACT IS THE ONLY SUPPORT CONTACT THAT CAN ESCALATE AN ISSUE TO PRIORITY STATUS UNLESS THE ISSUE REPRESENTS A SEVERITY 1 (S1) ISSUE.
  2. SEVERITY 1 ISSUES MUST BE SUBMITTED, IN ENGLISH, USING THE 24×7 PHONE NUMBER PROVIDED.
  3. We will use continuous efforts during the Hours of Operation to provide a Resolution for any Severity 1 Issue.
  4. We will escalate any unresolved Issues to the appropriate level to achieve Resolution of your Issue in accordance with your chosen support option.
  5. Escalation times are contingent upon Your technical staff availability and will only accrue during the Hours of Operation.

 6. Platform Support Requirements

  1. With each new release of the Services, we will make available to You a list of minimum platform and output channel requirements for that specific release (‘Platform Support Requirements’).
  2. The Platform Support Requirements are listed on Our Website.
  3. The scope of Your Customer Support Services shall be limited to, and we shall have no obligation to support any Services meeting the Platform Support Requirements.
  4. Issues encountered when using the Services in a technical environment not meeting the Platform Support Requirements or modified by you or through a professional services engagement, must be reproduced on our unmodified Services in an environment which meets the Platform Support Requirements.

 7. Resources

  1. You may access through our website all relevant forums, solutions or knowledgebase articles, documentation, release information, and software downloads which we make generally available to users of our Services.
  2. We will use commercially reasonable efforts to provide forum-level support.
  3. The forums do not provide Issue tracking or guaranteed response.
  4. All Issues must be submitted by telephone, email, or submission via the Website.

 8. Limitations

THE FOLLOWING ARE NOT INCLUDED IN THE SCOPE OF YOUR CUSTOMER SUPPORT SERVICES:

  1. Assistance in developing or debugging your operating system or system tools.
  2. Information and assistance on technical Issues related to the installation, administration, and use of enabling technologies such as databases, computer networks, and communications.
  3. Assistance with the installation and configuration of hardware including, but not limited to computers, hard disks, networks, printers.
  4. WE WILL NOT SUPPORT ALTERED, DAMAGED OR MODIFIED APPLICATIONS OR APPLICATIONS PROBLEMS CAUSED BY YOUR NEGLIGENCE, HARDWARE MALFUNCTION OR OTHER CAUSES BEYOND OUR CONTROL.

 9. Your responsibilities

AS A CONDITION OF YOUR USE OF THE FORUMS ON OUR WEBSITE, YOU AGREE THAT YOU WILL NOT USE THE FORUMS:

  1. TO VIOLATE ANY APPLICABLE LAW, STATUTE, ORDINANCE OR REGULATION;
  2. TO DISSEMINATE CONTENT THAT IS HARMFUL, THREATENING, ABUSIVE, HARASSING, TORTIOUS, DEFAMATORY, VULGAR, OBSCENE, LIBELOUS, OR OTHERWISE OBJECTIONABLE;
  3. TO DISSEMINATE ANY SOFTWARE VIRUSES OR ANY OTHER COMPUTER CODE, FILES OR PROGRAMS THAT MAY INTERRUPT, DESTROY OR LIMIT THE FUNCTIONALITY OF OUR SERVICES OR APPLICATIONS OR ANY COMPUTER SOFTWARE OR HARDWARE OR TELECOMMUNICATIONS EQUIPMENT;
  4. TO INFRINGE THE INTELLECTUAL PROPERTY RIGHTS OR PROPRIETARY RIGHTS, OR RIGHTS OF PUBLICITY OR PRIVACY, OF US OR ANY THIRD PARTY; OR
  5. USE THE FORUMS FOR ANY PURPOSE OTHER THAN THEIR INTENDED USE.
  6. You agree to provide commercially reasonable cooperation and full information to Us with respect to Our furnishing of support under this Support Policy.

 10. Term and termination

  1. Unless earlier terminated and, subject to Your compliance with the terms of the Agreement including payment to Us of all applicable fees under the Agreement and Service Order, this Support Policy shall begin as of the Effective Date, and shall continue for the Minimum Term and may renew for such additional term thereafter, as specified in the Service Order.
  2. You agree that Your Customer Support Services may be terminated by Us immediately without notice in the event that You breach any of Your obligations under the Agreement or this Support Policy.
  3. The warranty disclaimers and limitation of liability provisions of the Agreement and this Support Policy, as well as any accrued right We have to receive payment from You, shall survive the termination or expiration of the Agreement and this Support Policy.