Support

Support Level Agreement


Classification

The table below sets forth the methodology utilized by Ubiq Security, Inc. (the “Company”) in triaging, evaluating, and addressing customer problems related to the functionality of Company products. Classification will be determined in Company’s sole discretion based on factors, including input obtained from the customer. Company customer support is available on business days from 8:00 AM PST to 5:00 PM PST, except as outlined in the following document.

Classification Criteria
Urgent** Problem affects time-critical applications with production work substantially degraded. Software is completely unusable and no known work-around is currently available. The affected system is a necessary component of customer’s production process.
High Software significantly impaired such that customer’s key business processes cannot be conducted and no known work-around is currently available.
Normal Software not functioning as designed; however key business processes are not interrupted and there is minimal impact to the customer’s ability to use the software for production purposes.
Low Software is functional; relates to feature enhancement

** Note: For Urgent or High issues, please call Support directly.

 

Response Expectations

In the event that an error is discovered in Company’s software that causes the software not to operate in conformance with the published specifications or applicable documentation, the customer must provide a reasonable description of the problem or error to Company’s support team and propose a classification of the severity based on the problem classification table above and all additional data as specified herein. Company will acknowledge the notice with a ticket number (“ticket”) and make commercially reasonable efforts to assign appropriate assets to resolve the problem as specified in the response expectation table.

The following Response Table specifies response targets that will be assigned to a customer problem at each step of the process, based on the severity classification assigned to the problem. Company will use commercially reasonable efforts to resolve customer tickets in the estimated time frames set forth below.

Tier 1 Tier 2 Tier 3
Classification Tier 1 Tier 2 Tier 3
Urgent One-hour response between 8:00 AM and 5:00 PM PST; By 9:00 AM next business day for problems between 5:00 PM and 8:00 AM EST Continuous effort Continuous business-day effort
High Four-to-six-hour response time between 8:00 AM and 5:00 PM PST; By 1:00 PM next business day for problems between 5:00 PM and 8:00 AM EST Continuous business-day effort Worked on a time-available basis
Normal Normal Response by next business day Worked on a time-available basis Worked on a time-available basis
Low Response within two business days As available As available

Tier 1 — Involves the acknowledgement of a customer’s problem and the initiation of the information gathering process.

Tier 2 — Involves active problem resolution. The goal of the problem resolution process is to provide relief from the reported problem, as quickly as possible, through a temporary patch, correction, or work-around, and thereafter, to identify and provide a durable solution. Company will use commercially reasonable efforts to address critical issues continually until such relief can be achieved. For continuous effort, the customer must also make available its own resources at all times to solve the problem. If the customer does not, Company can only commit to working during the hours that customer personnel are available.

Tier 3 — Involves ongoing problem resolution. Company will use commercially reasonable efforts to identify and provide a durable solution. Company will not be obligated to provide support to a customer in connection with any discontinued product beyond one year after the date of such discontinuance. Failure of a customer to respond to Company’s requests for a period of five business days may result in Company closing the support ticket. Support does not include on-site support, consulting (re-designing, re-programming, or reconfiguring the customer’s network) and system design, program coding, project management, facility management, or support for incompatible products or third-party suppliers’ products.

Company’s basic support and maintenance offering is available to all customers as part of their subscription license during the relevant software subscription term. Premium support services and access to a Company Technical Account Manager (TAM) may be purchased for an additional fee.

During the relevant subscription term, Company will provide the following support and maintenance services:

Maintenance

As part of basic support and maintenance services, Company will provide customers access to all generally available error corrections, bug fixes, and software updates during the maintenance term free of charge.

Web, Telephone, and Email Support

Company provides access to Company’s customer support personnel via three separate channels:

  • Self Service Support Portal (Preferred method)
    • Web-based support ticket system that allows customers to submit cases online, update existing tickets, and track case status 24/7/365
    • Provides access to our extensive knowledge base, which can be used on a self-service basis
    • Currently, such support is available at https://ubiqsecurity.freshdesk.com/support/home
  • Phone
    • Company has a U.S. local direct number (+1-888-434-6674 ext1) that can be used to contact tech support staff Monday through Friday during normal business hours, from 8:00 AM to 5:00 PM Pacific Time, except on holidays.  For any calls originating outside the U.S., please call the local number and request a call back. We will respond within the agreed upon SLA time frames
  • Email
    • Company support may be contacted via support@ubiqsecurity.com.
    • Cases and questions can be submitted by email, however response time SLAs do not apply

 

Software Error Correction and Bug Fixes

Customers may document and report all suspected errors or malfunctions of the software to Company’s case tracking system, or phone or email, and cooperate with Company in its bug investigation. Company will acknowledge the notice with a ticket number and make commercially reasonable efforts to assign appropriate assets to resolve the problem. Customers can use their ticket number to track the status of any confirmed error or malfunction in the software (i.e. any confirmed failure for the software to meet the Company specifications for the software). In the event that a confirmed error is discovered in Company’s software that causes the software not to operate in conformance with the published specifications or applicable documentation, customers should work with Company and provide a reasonable description of the problem or error to Company’s support team so that Company may classify the error accordingly. Failure of customers to respond to Company requests for a period of five business days may result in Company closing the support ticket. Customers may create a new ticket at any time.

Technical Account Manager

If access to a TAM is purchased, customers will be entitled to a dedicated TAM that will act as a direct point of contact and escalation contact for the customer for support issues.

Remedies

In the event Company uses commercially reasonable efforts but it unable to satisfactorily meet the targets indicated herein, Company’s sole liability and Customer’s sole remedy shall be the refund of Company software license fees, on a pro-rata basis for directly related down-time associated with malfunction of the Company software, up to a maximum of fees paid by the customer to Company in the preceding month.