1. Definitions
- Business Day: means business hours of 8:00 a.m. to 5:00 p.m. London GMT, Monday to Friday, excluding local public holidays.
- Error: means any Severity Level S1 error, Severity Level S2 error or Severity Level S3 error, each as defined in the Error Severity Definition Table below.
- Product: means either on-premise or Cloud Offerings, as applicable to Customer’s Subscription/ license procured from Integral Zone.
Table 1: Error Severity Definition Table
2. Service levels
During the Subscription Term, Integral Zone shall provide Customer with Service Levels consisting of the following:
- Online and email support regarding the use and deployment of the Product in accordance with the table below;
- Major and Minor releases and updates of the same Products licensed by Customer during the subscription period (“Maintenance”) and support with respect to Errors as set forth below.
In order to access support, Customer must be able to use their registered accounts to access the Support Portal located at: https://support.integralzone.com/
Support is available in English only.
3. Product – Schedule of contacts and annual incidents
Table 2: Schedule of incidents
| Standard Support | Gold Support | Platinum Support | |
|---|---|---|---|
| Self Help Resouces | Yes | Yes | Yes |
| Hours Available | Business Hours | Business Hours | Business Hours |
| Initial Response Time | S1: 2 business days | S2: 4 business days | S3: 7 business days | S1: 2 business days | S2: 4 business days | S3: 7 business days | S1: 2 business days | S2: 4 business days | S3: 7 business days |
| No. of Support Accounts | 2 | 4 | 8 |
| Incidents | 20 | 40 | 80 |
4. Designated Customer Support Contacts
5. Error Designation
Integral Zone support personnel will:
- Verify Customer detected Errors, provided that Errors can be recreated with an unmodified version of the Software and
- The severity of the support request and whether the support request is a Severity Level S1 error, a Severity Level S2 error, a Severity Level S3 error, or not an Error.
6. Error Response
Upon receipt of notice of an Error, Integral Zone will assign the appropriate technical personnel to the issue and notify and acknowledge the customer (henceforth mentioned as “response”).
Our personnel will employ commercially viable best endeavors to promptly resolve each incident. The actual resolution time will depend on the nature of the incident and the resolution. A resolution may consist of a fix, a workaround, or other solutions as determined appropriate by our personnel.
7. Conditions for Providing Support
Integral Zone’s obligation to provide Support is conditioned upon the following
- Customer makes reasonable efforts to correct the Error after consulting with Integral Zone
- Customer provides Integral Zone’s with sufficient information and resources to correct the Error at Integral Zone’s customer support portal
- Customer promptly installs all Minor releases and,
- Customer procures, installs and maintains all equipment, communication interfaces and other hardware necessary to operate the Product.
8. Software Exclusions
The following are excluded from Integral Zone Support and Maintenance obligations
- Use of software in conjunction with hardware and peripherals not mentioned in the documentation
- Alterations and modifications for the product/software done other than by Integral Zone or its personnel
- Defects/issues in the Software due to accident, hardware malfunction, abuse or improper use
- Any version of the Software for which Support and Maintenance services have been discontinued by Integral Zone post notification to the customer
- Any Error caused by third-party software not licensed through Integral Zone
- Evaluation software or other software provided at no charge and
- Open-source versions of Integral Zone products
- Any software sold by Integral Zone under a separate agreement; and
- Third-Party Solutions Components.
