Sevco is providing to Customer this Support Agreement (this “Support Agreement”) as part of Customer’s subscription to Sevco’s services pursuant to a Sevco Security, Inc. SaaS Services Order Form (or other Sevco order form) and Sevco Security, Inc. SaaS Services Agreement (collectively, the “Agreement”), which incorporates this Support Agreement by reference. Capitalized terms not defined in this Support Agreement shall have those meanings accorded to them in the Agreement.
Sevco offers two types of support: Standard and Premium. Standard Support is included as part of a Customer’s subscription to the Services. Premium Support may be purchased by Customers seeking enhanced support.
“Business Hours” means Monday through Friday, 9am-5pm CT, U.S. holidays excluded.
“Issue” means a failure of the Services to substantially conform to the functional specifications set forth in the documentation.
“Response Time” means the time period in which Sevco shall provide Customer with an initial technical response as a result of a Customer-reported Issue.
Sevco Standard Support
Sevco will provide Customers who choose Standard Support with support during Business Hours, for problem resolution assistance.
Sevco will use commercially reasonable efforts to respond in a timely manner to all support requests. Sevco Support can be contacted via email at firstname.lastname@example.org or by leveraging the chat interface included in the Services.
In addition to Standard Support, there are three levels of Premium Support at Sevco: Gold, Platinum, and Platinum+. The levels of support are outlined below:
|Regularly Scheduled Communications||Quarterly|
|Monthly Meeting||Biweekly Meeting||Weekly Meeting|
|Provide initial and high-level suggestions regarding usage and configuration of the|
|# of seats for Sevco’s online learning management system (LMS)||1||5||10||Unlimited|
|Scheduled Health Checks including an assessment of the health of the Sevco platform, potential coverage gaps, and a security controls review.||—||Quarterly||Monthly||Monthly|
|Account Manager (AM) Access||—||AM Team Access||Dedicated||Dedicated|
|—||—||TAM Team Access||Dedicated Technical Account Manager (TAM)|
|Dedicated Communication Channel||—||—||Yes||Yes|
Customer may purchase Premium Support at the time of its initial order of Services, or Customer may upgrade to Premium Support at any time, provided Customer pays Sevco’s associated fees, which may be pro-rated if the upgrade is made during the current Services Term. Customer may only terminate Premium Support at the time of renewal of the Services Term. To terminate Premium Support, Customer must provide written notice to Sevco at least thirty (30) days prior to the expiration of the current Services Term.
Issues are classified according to severity of impact on the use of the Services, according to the chart below. All disputes regarding severity classification will be resolved by Sevco in its sole discretion.
Priority 1 (“Critical”) – An Issue impacting a significant group of customers or any mission critical issue affecting Customer. The Services are completely unavailable to the Customer or a group of customers.
Priority 2 (“High”) – Non-critical but significant Issue affecting Customer, or an Issue degrading the Services performance and reliability. Issues that could escalate to Critical if not addressed quickly.
Priority 3 (“Low”) – Routine Issues that impact Customer or non-critical software or hardware error.
Priority 4 (“Informational”) – A minor Issue, product question, desired feature or general inquiry
Premium Support Response Time Goals
|Severity||Customer Communication Goals||Resolution Target|
|1||Every hour||4 hours|
|2||Daily during Business Hours||24 hours|
|3||Weekly during Business Hours||Next major release|
|4||As required||As needed|
Communication and resolution target time commitments indicate the maximum time interval in which the Customer will be contacted to initiate support activities and internal prioritization for resolution. Best efforts will be made to immediately respond to and resolve all Critical Issues.
Obligations of Customer
Sevco will not be responsible to provide support for Issues that arise because Customer misuses, improperly uses, mis-configures, alters, or damages the Services or otherwise uses the Services in a manner not in accordance with the Agreement.
Sevco must be able to reproduce errors in order to resolve them. Customer agrees to cooperate and work closely with Sevco to reproduce errors, including conducting diagnostic or troubleshooting activities as requested. Also, subject to Customer’s approval on a case-by-case basis not to be unreasonably withheld, users may be asked to provide remote access to their Sevco application and/or desktop system for troubleshooting purposes