Support Agreement

Support Agreement

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 incorporate this Support Agreement by reference. Capitalized terms not defined in this Support Agreement shall have those meanings accorded to them in the Agreement. If Customer purchased the Services through a Sevco reseller and not directly from Sevco, then Customer acknowledges and agrees that the Sevco reseller, and not Sevco, shall have the obligations of Sevco to Customer under this Support Agreement, and Sevco shall have no responsibility or liability to Customer hereunder,

 

Definitions

Issue” means a failure of the Services to substantially conform to the functional specifications set forth in the documentation.

Premium Support” means the premium support and premium support response time goals as set out in this Support Agreement.

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 Support

Sevco will provide Customer with support Monday through Friday, 9am-5pm CT, U.S. holidays excluded, 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 support@sevco.io, phone at 512- 270-8949 or by leveraging the chat interface included in the Services.

 

Premium Support

Premium Support includes: (a) support via phone, (b) Issue prioritization, (c) a Named Technical Account Manager and (d) other Premium Support features Sevco makes generally available. 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 sixty (60) 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.

 

Issue Severity

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 time commitments indicate the maximum time interval in which the Customer will be contacted to initiate support activities and internal prioritization for resolution. Every effort will be made to immediately respond to and resolve all Critical Issues.

 

Obligations of Customer

Sevco will not be responsible to provide support to 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.