Verite will use its reasonable efforts to assist Customer with technical issues relating to the Verite System. Help Desk services are charged at the hourly rate set forth in Exhibit A. Customer may telephone Verite’s offices for support during Verite’s regular business hours, 8:30 a.m. to 5:30 p.m. Mountain Time on weekdays (Monday – Friday), except holidays. After-hours, weekend and holiday support is available e-mail or After Hours Support form. Verite will respond to support telephone calls or e-mail contacts based on the following criteria: (a) the order that such calls or e-mail are received; and (b) the relative importance of such calls or e-mail as reasonably determined by Verite. Verite shall make reasonable, good faith efforts to respond technical support requests and to correct errors within 48 hours. This is a normal turn around time for most tickets, however some can take longer.
Customer agrees to cooperate with Verite in providing documentation and information as Verite may reasonably request, so that Verite can verify and reproduce the reported error.
Upon receiving notice of an error, Verite will give Customer written acknowledgement of receipt of such notice. Verite will use commercially reasonable efforts to make such acknowledgement as follows:
Help Desk Support Levels:
1st Level Support – The responsibility of 1st level support is to ticket and classify bugs, issues and easy to fix incidents. These issues can be handled at the Help Desk and do not involve developer support. 1st level support also processes your ticket and keeps you informed about the status.
2nd Level Support – The role of 2nd level support is to support incidents that cannot be solved quickly and involve developer diagnosis and resolution. 2nd level support continues tracking your ticket and keeps you informed about the plan and resolution timeline.
3rd Level Support - Not everyone contacting the Help Desk has a 1st level support page update, or easy-to-fix bug. Often what you really need is the best advice and consultation on a potential enhancement or other web solutions. 3rd Level Support closes the help desk ticket and assures a cost effective way to keep Help Desk inquiry expenses down, while getting you immediately in contact with your Business Development Professional.
The full Help Desk Policy can be read at: http://www.verite.com/help-desk
Verite will use commercially reasonable efforts to make the Verite System available, regardless of hosting arrangement, seven (7) days per week, twenty-four (24) hours per day with a ninety-eight percent (98%) reliability to the Verite System, excluding downtime (i) scheduled in advance for maintenance on a periodic basis, or (ii) due to faults caused by Customer of Customer’s system, or (iii) due to other causes outside of the reasonable control of Verite, including without limitation malfunction or cessation of Internet services by any third party network or ISP.
In an emergency, the Vérité team can be contacted through the After Hour Support form.
Issue Definition.For purposes of the Agreement, the term “Issue” shall mean any maintenance request by a Company employee or Company contractor not relating to an open project. These types of requests may pertain to copy changes on the system or research into specific candidate concerns. Issues may be deemed upgrade requests and outside the scope of the maintenance contract by the Vérité team. If an Issue is deemed an upgrade request, the formal proposal process will be followed.