InterWorks Hosted Applications Support Policy
I. OVERVIEW OF SERVICES
This Hosted Applications Technical Support Policy (“Support Policy”) describes the policies and procedures under which InterWorks, Inc., or its applicable affiliate (“InterWorks”), provides Technical Support services (“Technical Support”) for applications (“Hosted Applications”) hosted on an InterWorks managed server (“Hosted Environment”) to its customers (each, a “Customer”).
Technical Support is provided for the term specified in the applicable quote or statement of work (the “Ordering Document”). Technical Support is provided through phone and email (“Supported Channels”) as indicated on Schedule 1 to this Support Policy.
This Support Policy sets forth expectations for Technical Support between the Customer and InterWorks, including:
- who is authorized to submit issues
- how to submit issues
- what types of issues are supported
- how and when InterWorks responds to and closes reported issues
- Incident: Each individual issue with Hosted Applications reported to InterWorks by a Named Customer Contact through a Supported Channel.
- Named Customer Contact: Qualified individuals knowledgeable in the internal build systems, tools, policies, and practices in use by the Customer. Customers are expected to make every effort to ensure that the individuals designated as Named Customer Contacts are qualified to support the Customer teams internally.
III. SCOPE OF TECHNICAL SUPPORT
- What Technical Support Includes: Technical Support is intended to provide assistance to individuals for issues and questions related to availability of the Hosted Applications. If Customer is current on payment for their subscription for Hosted Environment, InterWorks shall use commercially reasonable efforts to provide Customer with Technical Support services consisting of the following: (a) web-based submissions of Incidents submitted by Named Customer Contacts; (b) troubleshooting regarding usage and connection issues related to Hosted Application; (c) access to the Supported Channels, and (d) troubleshooting related to the following Customer activities with respect to Hosted Applications:
- Hosted Environment Issues: Support includes troubleshooting Hosted Environment configuration settings for Hosted Applications to ensure proper operation and connectivity.
- Basic Hosted Application Configuration Issues: Support includes troubleshooting Customer’s Hosted Applications’ configuration settings to ensure proper operation and connectivity.
- Usage Issues: InterWorks qualified personnel will answer Customer’s “how to” questions related to standard and intended Hosted Applications usage.
- Efforts to Correct Hosted Environment: InterWorks shall make commercially reasonable efforts to correct defects or other errors in Hosted Environment.
- What Technical Support Excludes: InterWorks has no Technical Support obligations with respect to the issues relating from: (a) Customer’s equipment, network connections or other infrastructure; (b) Hosted Applications code; (c) alterations, add-ons, customizations, or modifications to Hosted Applications by any party other than InterWorks; (d) defects, failures, or downtime due to any factors beyond InterWorks’ reasonable control; (e) training, customization, integration, and any issues arising from unauthorized use of Hosted Environment; and (f) any on-site services or remote access services.
- InterWorks’ Efforts: While InterWorks will make commercially reasonable efforts to correct defects or other errors in Hosted Environment and respond to Incidents as described in this Support Policy, Customer acknowledges that it may not be possible for InterWorks to correct every or any defect, error, or problem reported by Customer or of which InterWorks is otherwise made aware.
IV. Policy Details
Important details of this Support Policy are set forth in the Hosting Details including the business hours during which InterWorks provides Technical Support (“Business Hours”), target response times for Incidents, and other details.
V. NAMED CUSTOMER CONTACTS
- Customer may designate Named Customer Contacts and may make changes to its Named Customer Contacts. Named Customer Contacts may be reassigned over time. If Customer choose to not identify any Named Customer Contacts, InterWorks may respond to Incidents reported by anyone within Customer’s organization.
- Named Customer Contacts may report Incidents on behalf of other users of Hosted Environment within Customer’s organization, provided that the Named Customer Contact continuously acts as the intermediary between InterWorks and such Authorized Users, collaborating with InterWorks to resolve the reported Incident and maintaining communication with all involved parties.
VI. INCIDENT SUBMISSION
- How to Submit Incidents. Unless otherwise specified in a supplemental support plan purchased by Customer, Incidents are to be submitted to InterWorks by a Named Customer Contact through the Supported Channels as indicated in the Hosting Details.
- How to Report an Incident. In order to expedite the resolution of Incidents, InterWorks expects that Customer will make every attempt possible to:
- Verify that the Incident is reproducible.
- Provide information necessary to help InterWorks track, prioritize, reproduce, or investigate the Incident, such as: Customer name and organization.
- Provide a full description of the issue and expected results.
- Categorize issues (general question, defect, feature request, etc.).
- List steps to reproduce the issue and relevant data.
- Provide any applicable log files or console output (de-identified of sensitive data if appropriate).
- Provide exact wording of all issue-related error messages.
- Describe any special circumstances surrounding the discovery of the issue, e.g., first occurrence or occurrence after a specific event, Customer’s business impact of problem, and suggested priority for resolution.
- Customer Cooperation. Customer will provide information and access to Customer resources as reasonably required for InterWorks to provide Technical Support. InterWorks will be excused from any non-performance of its obligations hereunder to the extent any such non-performance is attributable to Customer’s failure to cooperate as set forth herein.
VII. INCIDENT RESPONSE & CLOSURE
- InterWorks Incident Response. For each Incident reported by Customer in accordance with these procedures, InterWorks shall:
- Confirm receipt of the reported Incident with an automated electronic acknowledgement.
- Set a Priority Level for the Incident in accordance with the terms below.
- Upon request of Customer, discuss Priority Level and ongoing communication time frame. InterWorks may modify the Incident settings.
- Use commercially reasonable efforts to respond to the Incident within the time specified in the Hosting Details.
- Analyze the Incident and, as applicable, verify the existence of the problem(s) resulting in the Incident, which may include requesting that Customer provide additional information, logs, and re-execution of commands to help identify the root cause and dependencies of the reported issue.
- Give Customer direction and assistance in resolving the Incident.
- Keep a record of ongoing communications with Customer
- Priority Levels. InterWorks Technical Support personnel will assign a priority level (“Priority Level”) to each Incident based on the criteria below:
||System is completely down, no users have access
||System is online but degraded. Users still have access, but functionality is severely impacted
||Routine requests, issues isolated to a small set of users, or issues with a suitable workaround. Primary support hours apply.
- Closure of Incidents. After assigning a Priority Level, InterWorks will use commercially reasonable efforts to provide initial responses and updates based on the targets in the Hosting Details. Incidents shall be closed in the following manner:
- For solvable issues: Depending on the nature of the issue, the resolution may take the form of an explanation, recommendation, usage instructions, workaround instructions, or advising Customer of an available software fix.
- In the event that custom or unsupported plug-ins or modules are used: InterWorks may ask, in the course of attempting to resolve the issue, that the Customer update or remove any unsupported plug-ins or modules. If the problem disappears upon update or removal of an unsupported plug-in or module, then InterWorks may consider the issue to be resolved. Supported plug-ins or modules are defined as those listed and defined as supported by their respective vendor documentation.
- For issues outside of scope of Technical Support services: InterWorks may also close issues by identifying the Incident as outside the scope of Technical Support (pursuant to Section III above) or arising from a usage case which is excluded from this Support Policy. In most cases, InterWorks will still provide best effort support even for Incident outside of the scope of Technical Support but resolution of the Incident is not guaranteed, and the Customer acknowledges this.
- Dormant Cases: Interworks will consider an open case dormant (and may close the case) if the Named Customer Contact has not responded to two (2) attempts or more made by InterWorks to collect additional information required to solve the case. Customer may request Incidents be re-opened for up to 30 days after case closure. At InterWorks’ sole discretion, Incidents will be re-opened for further investigation if the Incident is deemed to be solvable.
InterWorks will maintain industry-standard physical and data security systems designed to prevent unauthorized access to the InterWorks servers that make available the Hosted Environment. InterWorks’ standard practice is to routinely backup (not less frequently than once per day) all Customer Data. All storage, backup and archival media containing Customer Data shall: (a) be physically stored in a secured area; (b) be logically separated from any other customers’ data; and (c) be protected by industry-standard encryption methods.
IX. FEES FOR SERVICES
Customer shall pay InterWorks for the services specified on the Ordering Document. Services are prebilled monthly or annually as defined on the Ordering Document. Any changes to the services or the fees therefore must be communicated in writing to InterWorks, no less than 30 days prior to the beginning of the month in which the changes are to take effect.
||Customer Hosted Application running on Hosted Environment
|Technical Support Effective Coverage Hours
||Available during local business hours.
Limited support during InterWorks events and holidays.
|Business Hours (Americas)
||6AM to 6PM Central Time, Monday through Friday
|TARGET RESPONSE TIMES DURING BUSINESS HOURS*
|Target Response Time
||P1 – 4 hours
P2 – 8 hours
P3 – 24 hours
|Target Update Frequency
||P1 – 4 hours
P2 – 24 hours
P3 – Weekly
*InterWorks provides responses and updates during Business Hours only. Target response times will correspondingly carry into subsequent business days.