Maintenance and Support Policy

Maintenance and Support Services will provide the following Maintenance and Support services to Customer during the term of the Agreement. Maintenance and Support includes: (a) clarification of functions and features of the Software (b) clarification of Documentation pertaining to the Software (c) guidance in the operation of the Software and (d) error verification, analysis and correction.

1.1. Updates, if any, and access to appropriate Documentation, and

1.2. Private chat and email assistance with respect to the Software according to the following schedule:

Enterprise Enterprise Plus
Private Chat 9am-5pm Mon-Fri PST 9am-5pm Mon-Fri PST
Private Email 9am-5pm Mon-Fri PST 9am-5pm Mon-Sun PST

Service Levels will use commercially reasonable efforts to classify and respond to Maintenance and Support requests from Customer according to the following Service Levels:

Classification Description Enterprise Enterprise Plus
Critical When a process cannot complete, there is no workaround and the solution is business critical. 1 business day 4 business hours
Moderate When a process cannot complete and there is no workaround, but the condition is not business critical, however, must be resolved by the next scheduled or period end processing. 1 business day 1 business day
Non-Critical Cosmetic type issues with no financial or processing impact. 1 business day 1 business day