The Silver Support Plan (or "Innography Support") for Innography software consists of operational assistance and technical support provided by Innography to Customer (or "you") as detailed below during the term of your subscription. You shall only eligible to receive Innography Support provided you must be a current Customer, remain current on all applicable subscription fees due and payable to Innography and be otherwise compliant with applicable contractual obligations to Innography. The Innography Support will be provided to you at no additional charge. Innography currently makes, and at Innography's discretion Innography may make, other fee-based tiers of support or support offerings available that provide specific, customized, and/or more comprehensive forms of enhanced support (e.g., Innography Gold Support, Innography Platinum Support).
2. Telephone and Online Support
Innography Support includes direct access to technical support and the ability to open and manage support incidents online or by telephone:
3. Service Level Objectives
Innography will use reasonable efforts to meet the service level objectives stated in the table below with regard to remedial software support and will provide ongoing efforts to resolve Severity 1 support incidents. Due to the complexities of technical environments, the table represents an estimate of response times only and actual response times may vary.
**During normal business hours based on the time an incident is initially submitted online or telephonically.
4. Severity Level Descriptions
4. Customer Responsibilities
In order to receive Innography Support, you must provide a technical support incident request in English that contains all information pertinent to the problem or incident, including but not limited to the user id, incident severity level, operating system/version, platform, a description of the problem or incident, and as available, log files/test case, memory dumps and file listings. You must provide the name(s) and contact information, including email addresses and telephone numbers, for personnel who are familiar with the problem or incident and the environment. You must execute diagnostic routines if provided by Innography and inform Innography of the results. You must continue to communicate with Innography to verify the existence of the software problem and provide information about the conditions in which the problem could be duplicated. For Severity 1 incidents, Innography may require that your contact be continuously available while the incident is at a Severity 1 status to offer further documentation and resolution testing, in order for Innography to continue progress on addressing the incident.
5. Support Limitations
Silver Innography Support does not include any of the following:
Innography shall not be responsible for any changes in your hardware or operating environment that may be necessary as a result of a Workaround or Fix. You acknowledge that any changes you elect to make to your operating environment may detrimentally affect the performance of Innography software and, despite the technical support to be provided hereunder, Innography shall not be responsible for such effects upon, or any resulting degradation in performance of, the Innography software. Innography is not required to provide technical support if you do not perform your responsibilities as stated herein.
6. Defined Terms
"Innography Support" means maintenance and support for Innography software.
"Documentation" means specifications, user documentation, and technical manuals and guides provided by Innography with an Innography subscription.
"Fix" means any change that Innography makes to the software, including changes made for purposes of maintaining system compatibility, error correction, improved operation and security and Workarounds that establish or help to restore material conformity to the specifications in the Documentation for that software. A "Fix" is generally an interim solution for a specific customer problem, and is typically provided through a targeted point patch or hot fix. A "Fix" may also include any recommendations or advice provided to you on steps to close an open incident in accordance with Innography support processes.
"Self-Service Support" means access to self-help tools provided on Innography Support online, such as software product compatibility information, Workarounds, knowledge documents and other Innography software product solutions.
"Workaround" means an interim resolution of an incident and may include specific modifications to the software to address critical problems (sometimes also called "hot fixes"). In some cases, the incident addressed by the Workaround will be permanently resolved when Innography installs the next upgrade; the Workaround itself may be considered final if it materially reduces the impact of an error or defect.
"Consulting" means recommendations on processes, workflow, interpretation of the results, mentoring on or execution of projects on behalf of the Customer.
7. Enhanced Support Options
For an additional fee the following support options are available. Please contact an Innography representative to purchase any enhanced support options.
Innography Gold Support
Innography Platinum Support
8. Changes to Silver Support Policy
This Innography Support Policy may be updated by Innography from time to time, in its sole discretion.
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