Service Scope
Customer is eligible for the following support services (“Support”) with respect to the Services:
- Central Email support monitoring
Support Levels
- “Level 1 Support” means acceptance of the initial email relating to functionality and usability of the Services, identification of a problems existing in the software component of the Services and addressing other simple user inquiries. Level 1 Support typically involves issues that can be resolved within 15 minutes.
- “Level 2 Support” means Support beyond the Scope of Level 1 Support.
Service Availability
Provider’s support team (the “Support Team”) shall provide Support under the following parameters:
Email Support
The Support Team will monitor email during the Support Team’s standard operating hours (currently 0800 to 1600 Pacific Time, Monday through Friday, each daily period being referred to as a “Support Period”). All emails received outside of a Support Period will be reviewed during the next Support Period.
Service Requests
Provider shall provide Level 1 Support for all issues identified by Customer, regardless of where the issue appears to the Customer or its Authorized Users. The timeframes for acknowledgment of Service request are as follows (provided that the request is made during a Support Period):
- Email Support: Within 30 minutes of receipt of the request for Support
Timeframes for resolution of Support requests depend on the nature of the specific request.
Escalation
If the Support Team determines that the issue presented by the Customer or its Authorized User(s) is beyond the scope of Level 1 Support, a member of the Support Team will escalate the issue on to Web Ninja within 15 minutes of determining that escalation is necessary. Web Ninja will then acknowledge the request within 15 minutes of receipt.
Resolution
Resolution of issues depends on the nature of the specific request will be delivered within timeframes set and agreed on a case-by-case basis between Provider, Web Ninja and Customer.