1. Support Model
Company will offer a standard support model with 24×5 online and email support Monday to Friday by leveraging follow the sun model. This should provide coverage for Customer’s global sites between Monday 12am Pacific to Friday 6pm Pacific time zone. Phone support is available for escalations and cases where the ticket remains unresolved after the target resolution time has passed. All support will be provided in English. This document describes the support model, SLAs and specific details of how Customer will be provided support for the global deployment of Services described in Annexure A.
L1 Support – Provided by Customer
L2 Support – Provided by Company
L3 Support – Provided by Company
2. Creating/Logging Support Tickets
All users and managers of the Company’s Software can directly access Company’s online knowledge base at https://www.oloid.ai/support/, including the latest installation guides, training materials and FAQs.
In addition, users can avail support from Company’s technical support team by the following means:
Once submitted a ticket number will be automatically assigned in an automated response email. Subsequently, a technical specialist from the Company will directly get in touch with the user on the email address submitted in the ticket or through available contact options, within the applicable initial response time described in the SLA (service level agreement). Tickets submitted with non-business email will be ignored and not routed to Company’s support.
3. Accessing Support Resources and Self-Help
Unlimited 24-hour Access to Company’s Support Web Site (https://www.oloid.ai/support/) with the following features:
4. Severity Levels and Response Times
All support tickets and emails sent to Company’s technical support team are categorized into priority levels, according to the guidelines listed below. Please note that the descriptions below are guidelines and may not cover every possible condition or technical situation. Company’s technical support team reserves the right to assign or re-assign the severity level for the support tickets and emails based on reasonable judgement and guidelines below. In case the Customer would like to upgrade the severity level of a particular ticket, this can be done through a mutual discussion with the stakeholders of the Customer and Company.
Severity Level | Definition |
P1 | Major functionality is impacted or significant performance degradation is experienced by a large number of users, and no reasonable workaround is available |
P2 | Major functionality is impacted or significant performance degradation is experienced by a large number of users, and no reasonable workaround is available |
P3 | System performance issue, task requests or bug affecting some users, with short-term workaround available |
P4 | Issues and requests without significant, immediate-term impact on system performance and / or acceptable workaround available |
Customer is responsible for providing Company’s technical support team with all requested business information, logs, files, as well as allow remote access and admin access to their systems stance, if needed, to resolve any reported issue. Using Go-to-meeting, zoom or some other equivalent online mechanism (provided it is at no charge to the customer), Company’s customer support representatives may initiate secure, interactive, online sessions to diagnose, troubleshoot and solve support issues. Failure to provide such information and/or access may result in extended resolution times.
5. Service Level Agreement (SLA) for Support
All support tickets and emails sent to Company’s technical support team are prioritized as per the First Response Time and Target Resolution Time below for the assigned Severity Level. All hours or days outlined in the table below should be read as business hours or business days. In the exceptional case where Company and the Customer have agreed to a different set of technical support protocol in the contract, this Service Level Agreement will be superseded by the definitions and SLA mentioned in the Agreement.
Severity Level | Description Summary | First Response Time | Target Resolution Time |
P1 |
|
Within 2 hours from ticket submission | Within 24 hours from ticket submission |
P2 |
|
Within 6 hours from ticket submission | Within 72 hours from ticket submission |
P3 |
|
2 business days from ticket submission | 10 business days from ticket submission |
P4 |
|
As determined by Company’s Technical Support team | As determined by Company’s Technical Support team with average resolution of 30 business days |
Definitions
6. Escalation Process and Phone Support
For any ticket or issue that remains unresolved after the target resolution time has expired, an escalation can be raised with Company by emailing support@oloid.ai or by calling the support phone number, 24×7, 7 days a week in English. via a direct number or a US toll-free number provided by the Company. Verified escalations will automatically be upgraded to premium 24×7 support with the following SLA:
Severity Level | Issue Resolution Plan Shared | Target Resolution Time |
P1, P2 | Within 2 hours from verification of escalation | Within 24 hours from verification of escalation |
P3 | Within 6 hours from verification of escalation | Within 72 hours from verification of escalation |
P4 | 1 business day from verification of escalation | Within 5 business days from verification of escalation |
Also Check: LIST OF SUB-PROCESSORS
This Data Privacy Addendum (this “Addendum”) is attached and made part of the agreement between Customer and Company (the “Agreement”).
The following specific terms apply to all processing of Personal Information (as defined below) for the Customer as part of the Services provided under the Agreement.
Whereas, the Parties have entered into an Agreement;
Whereas, the Parties would like to further specify the data privacy principles that apply to the Agreement;
Now, therefore, in consideration of the rights and obligations set forth in the Agreement, which they acknowledge, the Parties agree as follows:
1. DEFINITIONS
2. GENERAL
3. PERMITTED USES AND DISCLOSURES
4. DATA SECURITY OBLIGATIONS
5. OBLIGATIONS OF CUSTOMER
6. MISCELLANEOUS
Unless otherwise required or prohibited by law, Company warrants, to the best of its knowledge and belief, that in relation to its performance of this Agreement: