This Elevation Direct Support Policy describes the policies and procedures under which Elevation Direct Corporation (“Elevation Direct”) provides technical support for its proprietary One service Elevation Direct One to its customers. Elevation Direct may modify this Support Policy (and any referenced policies) from time to time to reflect process improvements or changing practices. However, the modifications will not materially decrease Elevation Direct’s support or security obligations as compared to those in effect as of the Effective Date of the Subscription Agreement.
Support is provided pursuant to the Elevation Direct One subscription agreement. Support is provided for the period specified in the Subscription Agreement. Support is provided through Elevation Direct’s One web‐based support portal located at http://elevationdirect.com/support. This Support Policy sets forth expectations for Support between the Customer organization and Elevation Direct’s Customer Support organization, including:
A. who is authorized to submit issues
B. how to submit issues
C. what types of issues are supported
D. how and when Elevation Direct resolves and closes reported issues
2. Scope of Support
A. What Support and Maintenance Services Include. If Customer is current on its payment for Elevation Direct One, Elevation Direct shall use commercially reasonable efforts to provide Customer with Support for Elevation Direct One consisting of the
following: (a) web‐based submissions of Incidents (as defined below); (b) guidance and troubleshooting regarding usage and connection issues related to Elevation Direct One; (c) Online training found on Elevation Direct’s website; (d) an online knowledge base of information and solutions that supplements the Documentation (as defined in the Subscription Agreement) and provides up‐to‐date information on Elevation Direct One; (e) a forum where Customer, partners, and other users of Elevation Direct One can share information and ideas about using Elevation Direct One; and (f) access to an online secure site that contains submitted Incidents.
B. What Support and Maintenance Services Exclude.
1. Elevation Direct has no Support obligations with respect to the issues relating from: (i) Customer’s equipment, network connections or other infrastructure; (ii) use of Elevation Direct One by Customer in a manner not consistent with the Documentation or in violation of the Subscription Agreement; (iii) modifications to Elevation Direct One by any party other than Elevation Direct or (iv) failures or downtime due to any factors beyond Elevation Direct’s reasonable control or due to any force majeure event as described in the Subscription Agreement.
2. Elevation Direct has no Support obligations for free, trial or evaluation access to Elevation Direct One.
3. Support does not include provision of training, configuration, integration, or remote access (unless requested by Elevation Direct) or onsite services as may be offered by Elevation Direct or of support for any related deliverables.
C. Elevation Direct’s Efforts. While Elevation Direct will make commercially reasonable efforts to correct errors in Elevation Direct One and respond to Incidents as described in this Support Policy, Customer acknowledges that it may not be possible for
Elevation Direct to correct every or any bug, error, or problem reported by Customer or of which Elevation Direct is otherwise made aware.
3. Policy Details.
Important details of Elevation Direct’s Support Policy are set forth on Annex 1 to this Support Policy. This includes the business hours during which Elevation Direct provides Support (specified in Annex 1), target response times for Incidents and other details.
4. Incident Submission
A. Contacts. Support is intended to provide assistance to individuals for issues and questions beyond what is covered in the Documentation. Customers are expected to make reasonable efforts to ensure that the individuals that are designated as authorized contacts are qualified to support the Customer teams internally. To be qualified, these individuals should know the internal systems, tools, policies, and practices in use by the Customer, and they should also be proficient users of Elevation Direct One. Each such qualified contact is a Contact.
B. How to Submit Incidents. Customer’s Contacts may report errors or abnormal behavior in Elevation Direct One through the Support Portal . In order to expedite the resolution of Incidents, Elevation Direct expects that Customer will make every attempt possible to:
a. Verify that the Incident is reproducible.
b. Provide information necessary to help Elevation Direct track, prioritize, reproduce, or investigate the Incident, such as: Customer name and organization.
c. Provide a full description of the issue and expected results.
d. Categorize issues (general question, defect, enhancement request, etc.).
e. List steps to reproduce the issue and relevant data.
f. Provide any applicable log files or console output.
g. Provide exact wording of all issue‐related error messages.
h. Describe any special circumstances surrounding the discovery of the issue, e.g., first occurrence or occurrence after a specific event, Customer’s business impact of problem, and suggested priority for resolution.
i. Identify Incident number in any ongoing communications with Elevation Direct on an existing Incident.
C. Customer Cooperation. Customer will provide information and access to Customer resources as reasonably required for
Elevation Direct to provide Support. Elevation Direct will be excused from any non‐performance of its obligations hereunder to the extent any such non‐performance is attributable to Customer’s failure to perform such obligations.
5. Incident Response
A. Priority Levels. Elevation Direct’s Support personnel will assign a priority level to each Incident based on the criteria below:
Priority 1 Urgent Elevation Direct One is completely unavailable and inaccessible to 100% of the Customer’s users.
Priority 2 High Elevation Direct One is not operating in accordance with the Documentation and performance is severely degraded, causing a material and adverse impact for a majority of Customer’s users.
Priority 3 Medium Elevation Direct One is not operating in accordance with the Documentation and performance is somewhat degraded, causing a material and adverse impact for some (but not a majority) of
Priority 4 Low Requests for assistance or “how to” advice.
Priority 5 Low Request for features or changes to Elevation Direct One that the Customer would like to record for review. Elevation Direct will not provide feedback on enhancement requests, and these Incidents are closed once the information has been recorded.
B. Closure of Incidents. After assigning a Priority Level, Elevation Direct will use commercially reasonable efforts to provide acknowledgements, initial responses and updates based on the targets in Annex 1. Incidents shall be closed in the following manner:
a. For solvable issues: Depending on the nature of the issue, the resolution may take the form of an explanation, recommendation, usage instructions, workaround instructions, or modification or fix to
Elevation Direct One.
b. For issues outside of scope of Support: Elevation Direct may also close issues by identifying the Incident as outside the scope of the Support pursuant to Section II above.
c. Dropped Issues, Elevation Direct will consider an open case dropped (and may close the case) if the Contact has not responded to two (2) attempts or more made by Elevation Direct to collect additional information required to solve the case.
Elevation Direct will maintain industry‐standard physical and data security systems designed to prevent unauthorized access to the Elevation Direct servers that make available Elevation Direct One. Elevation Direct’s standard practice is to routinely backup (not less frequently than once per day) all Customer Data. All storage, backup and archival media containing Customer Data shall: (a) be physically stored in a secured area; (b) be logically separated from any other customers’ data; and (c) be protected by industry‐standard encryption methods.
Support Policy Details
Supported Product Elevation Direct One
Technical Support Service Effective
Monday through Friday, 9 AM – 6 PM Pacific Time.
TARGET RESPONSE TIMES DURING BUSINESS HOURS*
Acknowledgement Time Four (4) hours for all Incidents via an Email from Elevation Direct
Target Response Time Priority 1 – 8 hours
Priority 2 – 48 hours
Priority 3, 4 or 5 ‐ 72 hours
Target Update Frequency Priority 1 – Daily
Priority or Priority 3 – Weekly
Priority 4 – Semimonthly
Priority 5 – N/A
*Elevation Direct provides these responses and updates during Business Hours only. Target response times will correspondingly carry into subsequent business days.