DryvIQ Service-level Agreement
DRYVIQ, INC.
TECHNICAL SUPPORT AND MAINTENANCE POLICIES
These Technical Support policies apply to technical support services provided by DryvIQ, Inc. for its software products and documentation (collectively “Software”). “You” and “your” refer to the individual or entity that is currently eligible for DryvIQ Technical Support for the Licensed Software from DryvIQ.
1. Technical Support
All software patches, bug fixes, enhancements, and general updates to the Software, as well as upgrades to new versions of the Software will be made available to you, provided you are current on your payments for your software license. These updates will be provided without any additional charge to you and are considered part of the default software license. Technical support will be provided for the current latest release and the previous two releases. If you are running an older version the first request will be to upgrade in case your issue has already been addressed.
DryvIQ maintains an on‐line support portal (http://support.dryviq.com ) to assist your authorized representatives in submitting support requests, as well as a collection of self‐help tools in the form of downloads, knowledge bases, and FAQs. You will receive credentials to access the portal and be transitioned to support upon completion of the following: receipt of an executed software license agreement, DryvIQ training, and any engagement with our professional services. Your access to this portal will be valid for the full duration of your software license.
2. Support Levels
DryvIQ will use reasonable efforts to correct errors and provide maintenance for the Software as outlined below. Based on a scaling system and triage of your issue, the DryvIQ Support and Product teams will determine the associated support level of the issue, which will determine the resolution path the issue will follow. Below we have provided some examples of how an issue might be classified.
(i) Urgent: The Software or a significant portion of the Software is totally inoperative where no viable workaround exists. When DryvIQ assigns an issue to this level it would be limited to situations where a production or “live” environment is completely inoperable.
(ii) High: The Software is usable but the functionally is significantly degraded or restricted where no viable workaround exists. When DryvIQ assigns an issue to this level it would be limited to situations where the normal operation of the software is impended to point of major project impact.
(iii) Normal: The Software is usable, but one or more functions may not operate as expected. This is a non‐critical situation or one for which an acceptable, albeit temporary, workaround can be provided.
(iv) Cosmetic: There are minor software issues with functionality relating to the cosmetic UI. Generally, these are deferred to our backlog which is periodically reviewed for customer value, and should they be accepted, they would move to the product roadmap.
3. Response Times
The “Response Time” is the time elapsed between the initial report by you and when DryvIQ commits to send an initial response to your report. DryvIQ will make commercially reasonable efforts to respond to technical support requests within 2 business hours.
A “business day” is defined to be between the hours 9:00 AM and 5:00 PM eastern time during a regular business workday other than a Saturday, a Sunday, Corporate events, or the following holidays:
New Year’s Day
Martin Luther King Jr. Day
Presidents Day
Memorial Day
Independence Day
Labor Day
Thanksgiving Day
The day after Thanksgiving Day
The day before Christmas
Christmas Day
4. Target Resolution Times
While DryvIQ makes no warranties about actual resolution times, we will make all reasonable efforts to resolve technical support and maintenance requests based on the severity level as shown below:
Urgent Issues: Target Resolution Time = Next maintenance release
We will make all reasonable efforts to provide you with a resolution to your problem or reduce the impact via a workaround. DryvIQ support will maintain regular communication with you regarding the problem. If the resolution involves a code correction, you will be supplied with a corrective action in the next maintenance release unless the issue is submitted after our code freeze window. It would then be scheduled for the next standard release.
High Issues: Target Resolution Time = Next standard Release
We will make all reasonable efforts to provide you with a resolution to your problem or reduce the impact via a workaround. DryvIQ support will maintain regular communication with you regarding the problem. If the resolution involves a code correction, you will be supplied with a corrective action in the next standard release unless the issue is submitted after our code freeze window. It would then be scheduled for the next standard release.
Normal and Cosmetic Issues 3: No set target date
All normal product issues, enhancement requests, or cosmetic changes are added to our product backlog. Periodically these issues are reviewed based on customer value or impact and if accepted incorporated into the product roadmap.
Your resolution time could be reduced by suppling the following to DryvIQ support:
A reproduceable scenario which clearly highlights the deviation from expected behavior
Screen captures of the job settings page, job overview page, and the DryvIQ licensing page.
Attachment of the item report and log report for any affected jobs.
In specific case they may ask for the following:
A fiddler trace of the issue
A copy of the DryvIQ database
The DryvIQ system logs
5. Your Obligations and Restrictions.
You agree to give DryvIQ support access to the installed Software as necessary and make all reasonable efforts to aid DryvIQ in determining the cause of any problem. This includes, but is not limited to, setting up and providing remote access for the gathering error logs, and executing test scenarios. DryvIQ will provide Licensee with the type of connectivity to be used for remote access; Licensee must pre‐approve all remote access arrangements. Any such remote access by DryvIQ shall be subject to DryvIQ’ compliance with the confidentiality requirements set forth in the license agreement between DryvIQ and Licensee. Failure to provide access to the installed Software, or failure to provide reasonable efforts in assisting DryvIQ in its problem resolution efforts as set out above, shall delay the “Target Resolution Times.”
If you request DryvIQ to provide technical support for (i) problems caused by your use of the Software outside the scope of the Software license or documentation or by any changes or modifications to the Software not authorized by DryvIQ, (ii) problems caused by any changes to your system environment, or (iii) any problem for which DryvIQ is not obligated to provide technical support services, such technical support services are subject to availability of DryvIQ personnel and may be billed at DryvIQ Client Solution’s standard rates at the time of such a request, at DryvIQ’s sole discretion.
6. Term and Termination
Technical support services shall commence upon the date indicated in the applicable ordering document or invoice from DryvIQ and continue for the period specified. Generally, for full-service engagements this starts when a DryvIQ project manager is assigned, for quick start customers upon the completion of training and customer sign off, and for any no service contracts it would be from the date of the sales order.
If your license to the Software is terminated, DryvIQ’ obligation to provide technical support services terminates at the same time. The termination, cancellation or non‐renewal of technical support services does not relieve you of your obligation to pay any amounts due or accrued as of the date of termination, or any other of your obligations to DryvIQ then or thereafter accrued.