Standard Support Plan
Last update: October 1, 2024
General
The Standard Support Plan will be provided to Customer’s Users at no additional charge for included Services.
Availability
Support is available on weekdays, excluding holidays, during Our local business hours. Local business hours our are from 9 am to 5 pm in applicable time zone.
Access
For Severity Levels 1-4, Users must submit cases over the Web via the Support Hub portal. Upon case submission, Users will be asked to provide their company name, contact information and case details, and each case will be assigned a unique case number.
Our Support Representatives will use commercially reasonable efforts to call or e-mail the User within two (2) business days and will use commercially reasonable efforts to promptly resolve each case. Actual resolution time will depend on the nature of the case and the resolution. A resolution may consist of a fix, workaround or other solution in Our reasonable determination.
Only the system administrator of DeepVA shall use this support plan. We may request that You will only access our support through an online successful trained system administrator.
Submitting a Case
Users may log a case as follows:
1. For severity levels 1-4, use the support portal available via this link. After logging in, click “Create a Case.” Provide the requested information and then click “Submit.”
Note: for assistance with Our password resets, use the “Forgot your password?” link on the login page or contact the system administrator. For assistance with Our usernames and lockouts, Users should contact their system administrator. For security reasons, We do not provide contact information for system administrators.
Reproducing Errors
We must be able to reproduce errors in order to resolve them. You agree to cooperate and work closely with Us to reproduce errors, including conducting diagnostic or troubleshooting activities as reasonably requested and appropriate. Also, subject to Your approval on a case-by-case basis, Users may be asked to provide remote access to their thinkowl.com account and/or desktop system for troubleshooting purposes*.
Escalation / Severity Levels
Reproducible errors that cannot promptly be resolved will be escalated to higher support tiers for further investigation and analysis. Issues will be generally categorized and handled according to an assigned severity level, as follows:
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Name
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Age
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Phone
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Severity Level
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Description and Examples
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Level 1 – Critical
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System unavailability (for all users) and data integrity issues with no workaround available.
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Level 2 – Urgent
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Major functionality is impacted or significant performance degradation is experienced. Issue is persistent and affects many users and/or major functionality. No reasonable workaround available. Also includes time-sensitive requests such as requests for feature activation or data export.
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Level 3 – High
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System performance issue or bug affecting some but not all users. Short-term workaround is available, but not scalable.
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Level 4 – Medium
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Inquiry regarding a routine technical issue; information requested on application capabilities, navigation, installation or configuration; bug affecting a small number of users. Reasonable workaround is available. The resolution required as soon as reasonably practicable.
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Excluded Items
The Standard Support Plan does not include any of the following:
- Assistance with Our password resets. Users should click the “Forgot your password?” link on the login page or contact their system administrator;
- Assistance with Our username. Users should contact their system administrator;
- Assistance for the recovery of data that has been actively deleted by the user.
- Assistance with Our lockouts due to incorrect login attempts. Users should contact their system administrator to unlock the account, or wait for the lockout period to expire;
- Assistance in developing User-specific customizations;
- Assistance with Non-Service Applications, services or technologies, including implementation, administration, or use of third-party enabling technologies such as databases, browsers, firewalls, computer networks or communications systems;
- Assistance with any kind of third-party applications, whether authored by Us, Customer or a third party; or
- Assistance with installation or configuration of hardware, including computers, hard drives, networks, or printers.
- Performing any kind of configurations of Your account
Changes to the Standard Support Plan
We may change the Standard Support Plan from time to time in its sole discretion.
