Openprise shall commit to 99% uptime for platform availability. Platform availability is determined as the backend data processing capabilities that import, process, and export data and is not solely dependent on the UI availability that serves only as configuration purposes.
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.
Openprise provides technical assistance to Customers on Standard support during Openprise’s standard business hours. Standard business hours are 8:00AM to 6:00PM Pacific Time from Monday to Friday excluding public holidays for Customers on Standard support. Any support requests received outside of business hours will not count towards the service level response time commitment until the start of the next business day.
Openprise provides technical assistance to Customers on Enterprise support on a 24 hours, 7 days a week, and 365 days a year basis. A dedicated Customer Success Manager will be assigned to Customers on Enterprise support to ensure the most direct access to Openprise support resources. Customer is also entitled to one dedicated sandbox environment.
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.
Customer’s work is stopped or so severely impacted that the Customer cannot reasonably continue to work, the operation is mission critical to the business and the situation is an emergency. If Customer finds it necessary to contact Openprise by phone or email, Openprise will respond within 60 minutes to a Severity Level 1 Service Request or bug. Customer will provide Openprise with reasonable assistance until such a fix or acceptable work-around is provided. Openprise will use diligent efforts to provide a fix or acceptable work around to Customer within 24 hours of the request.
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.
Customer’s work experiences a minor loss of service. The impact is an inconvenience, which may require a workaround to restore functionality. If Customer finds it necessary to contact Openprise by phone or email, Openprise will respond within eight (8) hours to a Severity Level 3 Service Request or bug. Openprise will use diligent efforts to provide a fix or acceptable work around to Customer within fourteen (14) days of the request.
Openprise will provide Customer with the current Openprise senior support representative’s contact information so that Customer can escalate any issues that require attention from Openprise senior management.
Openprise will provide to Customer all Updates, which will include, without limitation:
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