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Last Updated: March 25, 2022.
Previous versions of these Support Services Terms are available here.
These Support Services Terms apply when they are referred to in Service Terms (or a Services Agreement entered into by You and Athennian) that apply to an Order Form signed by You, or an online Order Form ordered by You. The Service Terms are available in the Legal Terms Portal. Terms having a meaning defined in the Service Terms (or any Services Agreement) will have the same meaning when used in these Support Services Terms. These Support Services Terms are subject to the Service Terms (or any Services Agreement), including provisions that limit the liability of Athennian, its Affiliates, and other persons.
Athennian may amend these Support Services Terms from time to time, with or without prior notice. The amended Support Services Terms will become effective when posted in the Legal Terms Portal.
1. DEFINITIONS
“Business Day” means any day of the year, other than a Saturday, Sunday or any statutory holiday, in Canada.
“Designated Contacts” are Users identified by Customer as the primary liaisons between Customer and Athennian for Support Services.
“Local Time” means GMT-07:00 Mountain Time.
“Incident” means a failure of the Services to perform materially in accordance with the applicable Documentation. Multiple support tickets for a single unique underlying issue are considered, in aggregate, to be one Incident.
“Regular Support Hours” means 7:00 a.m. to 5:00 p.m. (Local Time) during Business Days.
2. SUPPORT SERVICES
2.1 Support Services. We will provide You with Support Services to address Incidents. You may report Incidents by submitting a request via the Athennian Help Center, or by emailing support@athennian.com (for High Priority Incidents only). We will use commercially reasonable efforts to promptly respond to each reported Incident, and will use commercially reasonable efforts to promptly resolve each reported Incident. Actual resolution time will depend on the nature of the Incident and the nature of the resolution. A resolution may consist of a fix, workaround or other solution. Support is available in English.
2.2 Designated Contacts. Depending on the Services You order, we may require You to identify between one and four Designated Contacts. You will notify Us if Designated Contact responsibilities are transferred from one individual to another. Your Designated Contacts will be responsible for overseeing Your support case activity, developing and deploying troubleshooting processes within Your organization, and resolving password reset, username and lockout issues for You. You will ensure that Designated Contacts (a) are knowledgeable about the Services in order to help analyze and resolve Incidents, and (b) have a basic understanding of any problem that is the subject of an Incident, and the ability to reproduce the problem in order to assist Us in diagnosing and triaging it. We may require that Designated Contacts complete training or courses offered by Us.
2.3 Hours of Support. We will provide Support Services for P1 level Incidents 24 hours per day, 7 days per week. We will provide Support Services for P2 and P3 level Incidents as indicated below.
2.4 Cooperation. 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 requested and appropriate. Subject to Your approval on a case-by-case basis, You may be asked to provide remote access to Your systems for troubleshooting purposes.
2.5 Incident Priority Levels. The priority level of each reported Incident will be determined by Us, acting reasonably. We will use commercially reasonable efforts to respond to each reported Incident within the times indicated below:
P1 – High Priority. Impact on critical business objective or function; risk of data loss; risk to business continuity; irreversible damage to business.Target Initial Response: 2 hoursContact Method: Submit a request in the application, at help.athennian.com or to support@athennian.com
P2 – Medium Priority. Impact on productivity; no risk of data loss; no risk of irreversible damage to business; no significant risk to business continuity.Target Initial Response: 1 Business DayContact Method: Submit a request in the application, at help.athennian.com or to support@athennian.com
P3 – Low Priority. Enhancement request; minor bugs that User can work around; can be resolved via troubleshooting; no immediate impact on productivity or business.Target Initial Response: 3 Business DaysContact Method: Submit a request in the application, at help.athennian.com or to support@athennian.com
2.6 Escalation. If an open ticket requires special attention, You may escalate the issue by initiating a request via help.athennian.com or emailing support@athennian.com (for High Priority Incidents only).
3. GENERAL
3.1 Excluded Items. Support services do not include the following “Excluded Items”: (a) implementation, development, configuration or training services, (b) assistance for Non-Athennian Applications or other products or services not provided by Athennian, (c) Incidents arising from, or made worse by, Your use of unsupported browsers, or (d) support of custom code, unless otherwise agreed in writing. If Athennian provides Excluded Items at Your request then We may invoice You for the work performed by Us at our then current fees for Consulting Services.
3.2 Supported Browsers. Our product is designed to operate only on web browsers that are supported by Us. Current supported browsers can be confirmed by visiting the Athennian Help Center. We do not warrant the functionality of the Services when used with unsupported browsers.
END OF SUPPORT SERVICES TERMS
