Support

Support. AwareX shall be responsible for providing support to Customer with regard to the awareX Subscription Service.  Customer shall be responsible for providing support to End Users with regard to the awareX Subscription Service.

Service Level Agreement. SLA’s are provided by AwareX to Customer for Service Availability and Service Support Times, as detailed below. 

Contacts. Customer shall appoint in writing an employee or agent to act as the “Designated support Contact” for all support communication between the parties related to the awareX Subscription Service and at least one (1) back up contact.  AwareX will provide the support services to the Customer during their normal business hours based on the country location of the Designated Contact. AwareX will, during its normal business hours, use commercially reasonable efforts to respond to each technical support request based on the severity of the support request as described below. The support SLA response times are defined in Section 6.5 below.

Emergency Support. AwareX will provide the Customer emergency support on a 24*7 basis for all priority A, Critical support requests provided that the Customer notifies AwareX of such critical request by the means instructed by AwareX’s support portal website. AwareX will use commercially reasonable efforts to respond within 15 minutes of any such request. 

Target Response and Resolution Times. The response, restoration, workaround and resolution times based on priority levels of reported problems are listed below. AwareX shall use all reasonable efforts to meet the guidelines as set forth in the table below. Requests for Support Services shall be categorized in Priority A, B, C or D according to severity of the defect as set out below.

 

Priority

Name

Status

Target Response Time

Target Workaround Time

Target Restoration Time

Target Final Resolution Time

A

Critical

Service Down

15 minutes

N/A or DR

3.5 hours

2 weeks

B

Major

Service Restricted

1 hour

2 days

N/A

2 weeks

C

Minor

Software Defect

4 hours

N/A

N/A

Next maintenance release

D

Question

Question

2 days

N/A

N/A

N/A

 

Response Time means the maximum period between the registration of a trouble report with AwareX and contact with Customer by an AwareX support engineer.

Restoration Time means the period between the registration of a trouble report with AwareX and the time when the system is put back into operation, so that the service is available again.  Restoration time for issues requiring updates to Apple iOS native applications may not comply with the SLAs due to policies enforced by Apple’s iTunes review process and thus are necessarily exempted from restoration time objectives.

Workaround Time means the period between the registration of a trouble report with AwareX and the implementation time of an error correction or workaround solution or procedure.

Resolution Time (Permanent Solution) means the maximum period between the registration of a trouble report with AwareX and the delivery of a permanent solution to Customer.

Priority A (Critical) means a service is down (unavailable to Customers end users) or a software defect that severely impacts Customer’s operations. Critical Errors severely affect service, capacity/traffic, billing, Software functionality or maintenance capabilities and/or demand constant manual intervention in order to keep the system running, and require immediate corrective action, regardless of time of day or day of the week as viewed by Customer. AwareX will give the highest scheduling priority and devote its best available resources to the verification, analysis, response, temporary avoidance and correction of errors in this category. Critical Errors can only be reported for an installation of the Software used in a production environment or Software being deployed in Customer’s production environment.  Critical issues must impact more than 100 end users of the system. 

If a workaround for an agreed Priority A trouble report is supplied, then the relevant trouble report can be re-classified with mutual agreement to a Priority B trouble report, which will be handled as a new trouble report in accordance with support policies for Priority B classifications.

Priority B (Major) means a Software defect causing the Customer’s system to operate in restricted fashion. Major Errors cause conditions that seriously affect system operation, maintenance and administration, etc. and require immediate attention. The urgency is less than in Critical situations because of a lesser immediate or impending effect on system performance, Customers, and Customers’ operations and revenue. AwareX will give the second highest scheduling priority and devote its reasonable efforts and available qualified resources to the verification, analysis, response, temporary avoidance and full solution and correction of Major Errors, giving first priority to the identification of possible methods of recovery from the Error in the existing Software.   Major issues must impact more than 10 end users of the system. 

Priority C (Minor) means a Software defect causing little or no loss of service. Other Errors that Customer does not view as critical or major are considered minor. Minor Errors do not significantly impair the functioning of the system and do not significantly affect service to end user Customers. These problems are tolerable during system use. Engineering complaints are classified as minor, and the Parties may reclassify them as enhancement requests to be handled under the road mapping process. AwareX will give the third highest scheduling priority and resource allocation to the verification, analysis, response, temporary avoidance and correction of Minor Errors.

Priorities will be assigned and set by Customer when logging the issue in the AwareX support portal based upon the criteria detailed in this section. It is understood between the Parties that by mutual agreement a trouble report may be reclassified, e.g. from Priority A to Priority B.

Priority D (Questions) AwareX shall advise Customer in response to priority D technical questions asked regarding aspects of the awareX Subscription Service.  AwareX acknowledges the need to respond in a timely manner to Customer requests for technical input and will meet any requests for technical information in a timely and professional manner.

Applicability. Support is available to customers with current paid up accounts only.