Openprise offers two different levels of support options with different subscription plans. Please refer to your subscription agreement for the level of support you have purchased.
Technical assistance includes but is not limited to telephone and email access. Support access will include, but is not limited to, problem solving, bug reporting, documentation clarification and technical guidance.
Standard (Pro) Support
SERVICE REQUEST SEVERITY LEVELS
Once Customer has contacted Openprise with a potential technical support issue, Openprise will respond and resolve the problem within the applicable time frame based on the severity level of the issue. If Openprise’s support organization is unable to provide an acceptable resolution, the issue will be routed to the Product and Engineering departments for resolution.
Openprise will be responsible for fixing bugs, testing fixes, and delivering appropriate updates to the Openprise Platform for Customers.
Severity 1 : Critical Business Impact
Severity 2 : Severe Business Impact
As between Openprise and Customer, the Services, including all Content (other than Customer Content), and all intellectual property rights in and to the same, is owned by Openprise, its Affiliates, or its or their suppliers. Customer must not remove or modify any copyright or trademark notice, or other notice of ownership present on the Services. Except for the licenses expressly granted to Customer in this Agreement, Openprise reserves all right, title and interest to the Services, including any modifications, enhancements, improvements, customizations, maintenance releases, revisions or derivative works thereof. There is no implied license, right or interest granted in any copyright, patent, trade secret, trademark, invention or other intellectual property right under this Agreement.
Customer’s work is continuing (not stopped); however, there is severe impact on the Customer’s productivity and/or service levels. No acceptable workaround is available; however, operation can continue in a restricted fashion. If Customer finds it necessary to contact Openprise by telephone or email, Openprise will respond within four (4) hours to a Severity Level 2 Service Request or bug. Openprise will use diligent efforts to provide a fix or acceptable work around to Customer within three (3) days of the request.
Severity 3 : Minor Business Impact
PRODUCT TECHNICAL SUPPORT UPDATES
Openprise will provide to Customer all Updates, which will include, without limitation:
- Patches and bug fixes: These are defined as program bugs or enhancements that are fixed, ported, and tested on all supported platforms by Openprise between normal program releases on an as-needed basis.
- General maintenance releases: These are defined as a group of program bug fixes, patches, or enhancements that have a scheduled release date and are tested by Openprise before they are provided to Customer.
- Functional releases: These are defined as releases that add new functionality to the program and are tested by Openprise before they are provided to Customer.