Apporto Maintenance and Support
Maintenance and Support
Technical Support: We will provide technical support to You under this Agreement. Technical support consists of updates to the Services which may be issued from time to time and resolution for problems in the operation of the Services, as such resolutions are reasonably determined by us. Technical support can be obtained using any of the following methods:
E-mail: [email protected]
Website: https://www.apporto.com/apporto-help-center
Telephone: (877) 751 4081 (available only between 8:00 A.M. and 6:00 P.M. Pacific Time, Monday through Friday).
A support analyst will review the support request to understand its impact on the Customer’s business. The support request is then assigned a severity level as follows:
Severity Level | Description |
|---|---|
Level 1 – Critical | Critical production issue affecting all Users, including system unavailability and data integrity issues with no workaround available. |
Level 2 – Urgent | Major functionality is impacted, or performance is significantly degraded. Issue is persistent and affects many Users and/or major functionality. No reasonable workaround is available. |
Level 3 – High | System performance issue or bug affecting some but not all Users. Short-term workaround is available, but not scalable. |
Level 4 – Medium | Inquiry regarding a routine technical issue; information requested on application capabilities, navigation, installation or configuration; bug affecting a small number of users. Reasonable workaround available. Resolution required as soon as reasonably practicable. |
Target Initial Response Time. Apporto will use commercially reasonable efforts to respond to each case within the applicable response time described in the table below, depending on the severity level set on the case.
Target Initial Response Time by Case Severity | |
|---|---|
Severity Level
| Target Initial Response Time
|
1 | 1 business hour1 |
2 | 2 business hours1 |
3 | 4 business hours2 |
4 | 8 business hours2 |
1Severity Level 1 and 2 target initial response times are 24×7, including weekends and holidays.
2Severity Level 3 and 4 target initial response times excludes weekends and holidays.
Service Levels
Service Levels: We will use commercially reasonable efforts to make the Services available 99.9% of the time during a calendar month except for: (i) planned downtime [of which We shall give at least eight (8) hours’ notice]; or (ii) any unavailability caused by circumstances beyond Our reasonable control, including without limitation, acts of God, acts of governments, flood, fire, earthquakes, civil unrest, acts of terror, strikes or other labor problems, global or national health crises, or Internet service provider failures or delays. A User’s inability to make use of the Services due to an error with respect to any software and/or applications shall not be deemed an outage.
Service Credits: Credits are calculated as a percentage of the monthly charges paid as follows:
Service Level | |
|---|---|
Monthly Uptime Percentage
| Service Credit Percentage
|
Less than 99.9% but more than 99.8% | 10% |
Less than 99.8% | 20% |