====== Symvol Cloud Technical Support Services Guidelines (TSS) ====== //Version 2021030100// The following technical support services guidelines (‘Guidelines’) apply to support services associated with a Customer Agreement, entered into by and between Uform and You (as may be applicable, the ‘Agreement’). Capitalized terms not defined herein have the meaning set forth in the Agreement. ===== 1. Support Request Submission ===== **1.1 Your Efforts to Fix Errors.** Prior to making a request to Uform, You will use reasonable efforts to fix any error, bug, malfunction or network connectivity defect without escalation to Uform. Thereafter, a Customer Contact may submit a written request for technical support through Uform for support. **1.2 Characterization of Requests.** You designate priority upon submission of Requests. Upon receiving a request, Uform will determine whether the request is a ‘Service Unusable,’ ‘Standard Request,’ or a ‘Feature Request.’ Any such determination made by Uform is final and binding on You. Uform reserves the right to change Your priority designation if Uform believes that Your designation is incorrect and will inform You of any such change in its response to the support Request. You may appeal any such reclassification to Uform’s Support management for review through any available support channel. **1.3 Procedures for Acknowledgement and Resolution of Requests.** When making a Request, You will provide all requested diagnostic information and assist Uform’s Support Personnel as may be required to resolve a Request. **1.4 Request Acknowledgement.** Uform may respond to a Request by acknowledging receipt of the Request. You acknowledge and understands that Uform may be unable to provide answers to, or resolve all, Requests. **1.5 Feature Requests.** If Uform deems a Request to be a Feature Request, Uform will log such Request for consideration to add to a future update or release of the Services and will consider the matter closed. Uform is under no obligation to respond to or resolve any Feature Request or to include any such Feature Request in any future update or release. **1.6 Alpha and Beta.** Although Uform has no obligation to provide TSS for Alpha or Beta versions, features, or functionality of the Services, Uform will consider Requests at these development stages on a case-by-case basis. ===== 2. Accessing Support ===== **2.1 Designated Support Contacts.** If You wish to change its Designated Contacts, You will notify Uform at least 5 Business Days prior to the change. If on the date these updated Guidelines were first posted, You have more Designated Contacts than are set forth under the applicable Support Level under Section 4 below, the current Contacts will continue to be allowed until the expiration of the current license term for the applicable Services under the Agreement. **2.2 Support Hours and Target Initial Response Times.** Uform will process Requests during the Hours of Operation, unless otherwise indicated in these Guidelines. Any Requests received outside of the Hours of Operation will be logged and processed during the next Business Day. Target initial response times are based on the subscribed support level. ===== 3. General Provisions ===== **3.1 Maintenance.** To ensure optimal performance of the Services, Uform performs periodic Maintenance. In most cases, Maintenance will have limited or no negative impact on the availability and functionality of the Services. If Uform expects planned Maintenance to negatively affect the availability or functionality of the Services, Uform will use commercially reasonable efforts to provide at least 7 days advance notice of the Maintenance. In addition, Uform may perform emergency unscheduled Maintenance at any time. If Uform expects such emergency unscheduled Maintenance to negatively affect the availability or functionality of the Services, Uform will use commercially reasonable efforts to provide advance notice of such Maintenance. ===== 4. Support Levels ===== **4.1 Basic.** The Basic support level includes the following, and Uform will provide it to all customers under the Agreement: automatic Services upgrades and maintenance updates, support for billing inquiries, access to documentation, white papers, online best practices guides, and community forums. **4.2 Additional Levels of Support.** Upon request, additional levels of support are available. ===== 5. Definitions ===== **Business Day** means any day during the Hours of Operation. **Designated Contacts** means administrators or technical employees designated by You who are allowed to contact Uform for technical support. **Feature Request** means a Request by a Contact to incorporate a new feature or enhance an existing feature of the Services that is currently not available as part of the existing Services. **Hours of Operation** means 08:00 on Monday to 17:00 on Friday Pacific Time Zone, excluding holidays. **Maintenance** means maintenance work that is performed on hardware or software delivering the Services. **Priority** means the level of impact a Request is having on Your operations and is used to establish initial target response times. **Request** means a request from a designated Contact to Uform Support Personnel for technical support to resolve a question or problem report regarding the Services. **Services** or **Uform Services** means the Symvol Cloud or any other Uform services defined in the Agreement. **Service Unusable** is any situation where You, adhering to published technical guidelines for and documented correct usage of the Services, is unable to access or use the Services for a period of time greater than fifteen (15) minutes. **Standard Request** means a Request made by You to Uform that is not a Service Unusable Request or Feature Request. **Uform Support Personnel** means the Uform representatives responsible for handling technical support requests.