Scope of Support.
Support is comprised of the following:
Circonus will handle Customer’s Notifications of Severity Levels 1, 2, 3 and 4 Issues as described in this Support Policy;
Circonus will provide Customer with access to a Circonus Support portal (the “Support Portal”), currently found at support.cironus.com,) through which Customer may submit Support Tickets;
Customer may also submit a Support Ticket via the standard Support email (the “Support Email”), currently found at firstname.lastname@example.org.
The above Standard Contact Mechanisms for submitting Support Tickets are monitored by Circonus during Business Hours. For Customers who experience Severity Level 1 or Severity Level 2 Issues, they may be reported on a 24/7 basis as described below.
Definitions: As used in this Support Policy, the following terms shall have the meanings prescribed below (capitalized terms not defined herein shall have the meanings prescribed in the Order or its incorporated terms):
“Business Day” means Monday through Friday, excluding bank holidays generally recognized in the United States.
“Business Hours” means 9:00am through 6:00pm Eastern Time, Monday through Friday.
“Documentation” means the then-current product documentation made generally available by Circonus along with the Software.
“Issue” means: (i) the Software fails to perform materially in conformity with it’s the applicable Documentation and Customer has provided Circonus with reasonably detailed information such that Circonus can replicate the non-conformity; (ii) a technical problem regarding the proper configuration of the Software; or (iii) a how-to question regarding the proper operation of the Software.
“Notification” means the submission of a Support Ticket from Customer to Circonus by means of a Standard Contact Mechanism, and for Severity Level 1 and Severity Level 2 Issues, the contacting of a Priority Contact in accordance with Section 3 below, and in each instance, otherwise in accordance with Circonus’ policies and procedures for submitting such communications as described in this Policy.
“Response” means an initial contact from a Circonus representative to Customer to begin the evaluation of the Issue reported under one of the Severity Levels of calls described below. As a prerequisite to Circonus’ obligation to Respond, Customer must follow Circonus’ policies and procedures when submitting a Notification.
“Standard Contact Mechanism” means the Support Portal or the Support Email (as described in Section (1) above through which a Support Ticket may be submitted to Circonus hereunder.
“Support Ticket” means a written request submitted by Customer for investigation of an Issue.
“Updates” means updates of the Software and Ancillary Programs (defined in Section 2(e) below) for repairs (i.e., bug fixes or code corrections) and new releases (i.e., minor and major releases) which are made available by Circonus generally for use by its active customers who are entitled to Support for the Software and Ancillary Programs. Updates do not include products, modules or separate features for which Circonus charges a separate fee to its customers.
“Workaround” means a solution to an Issue that does not involve a code correction but that once implemented causes the Issue to no longer meet the criteria for that “severity level” in the Severity Levels Chart below. This works as follows:
(i) a Workaround has been achieved for a Severity Level 1 Issue when a solution has been implemented that downgrades the Issue to a Severity Level 2 or Severity 3 Issue;
(ii) a Workaround has been achieved for a Severity Level 2 Issue when a solution has been implemented that downgrades the Issue to a Severity Level 3 Issue; and
(iii) a Workaround has been achieved for a Severity Level 3 Issue when a solution has been implemented that downgrades the Issue such that it no longer meets the definition of a Severity Level 3 Issue. If the Issue involves functionality of the Software, a downgraded Severity Level 3 Issue will become a Severity Level 4 Issue.
On-Premises Software Support provides customers with personalized account management and strategic guidance.
A designated Circonus-designated Customer Success Manager will proactively assist with Customer’s Support requests through a weekly review which will address outstanding Issues encountered by Customer. Quarterly business reviews, which Customer must in good faith participate in, are conducted to better learn Customer’s business in order to discuss and consider ways in which to better provide Support. Additionally, Customer will receive periodic one-on-one explanations of new features in the Software along with onboarding assistance and certain training offered to Customer’s users.
On-Premises Software Support also provides Customer with premium support contact mechanisms and other benefits.
Customer will also receive access to Circonus Support engineers to assist with the deployment, configuration and subsequent operation of any Circonus on-premises software.
Severity Levels Chart
Circonus will exert commercially reasonable efforts to Respond to Customer’s Notification of Issues in accordance with the following Severity Level Chart:
||Target Response Time**
|1: Emergency – Software is down or there is a major malfunction resulting in a product inoperable condition. Users are unable to reasonably perform their important day-to-day functions; the affected functionality is mission-critical to the Customer’s business; and the situation is reasonably considered an emergency
||Priority Contact per Section 3 above
|2: Critical – Critical loss of functionality or performance in the Software resulting in a high number of users unable to perform their important day-to-day functions. There is a major feature/product failure in the Software such that, while the Software is usable, it is severely limited.
||Priority Contact Per Section 3 above
|3: Moderate – Moderate loss of functionality or performance in the Software resulting in multiple users impacted in their important, day-to-day functions. There is a minor feature/product failure or a minor performance degradation.
||Standard Contact Mechanism
|2 Business hours
|4: Minor – Minor loss of functionality in the Software; product feature request, and how-to questions.
“How-to” questions may include questions related to one or multiple modules of the Software; integration, installation and configuration inquiries regarding the Software, enhancement requests, or documentation questions.
|Standard Contact Mechanism
|2 Business Days
* An Issue shall not be deemed to have occurred if the reported problem is caused by a factor or event described in, or is otherwise excluded under, Section 7(a) below. For purposes of Support, the “Software” means the production version of the Software.
** Response Time is measured from receipt of Notification of the alleged Issue.
*** By way of clarifying examples: If a Customer Notifies Circonus of a Severity Level 1 or 2 Issue at any time (pursuant to Section 3 above), then Circonus’ target Response Time will be either 30 minutes or 1 hour (as applicable) on a 24/7 basis. If a Customer Notifies Circonus of a Severity Level 3 Issue at 5:00 p.m. on a Business Day (i.e., 1 hour before the end of the Business Day), then Circonus’ target Response Time will be 4 Business Hours, meaning by Noon on the following Business Day. If a Customer Notifies Circonus of a Severity Level 3 Issue at 7:00 p.m. (i.e., after Business Hours), then Circonus’ target Response Time will be either 2 Business Hours from 9:00 a.m. the following Business Day.