Introduction

This Support policy applies to and is incorporated by reference into the ordering document (the “Quote”) made by and between the Service Provider (as identified on theQuote) and the Customer (as identified on the Quote). Service Provider may modify the termsand conditions of this Support Agreement from time to time by posting such amendedSupport Agreement to Service Provider’s site, but will provide thirty (30) days advance notice to Customer before materially reducing the benefits offered to Customer under this Support policy.

DEFINITIONS 

“Basic Support” means the support level as set out in support Section . “Issue” means a failure of the “Application” (as described in the Quote) to substantially conform to the functional specifications set forth in the Documentation. “Response Time” means the time period in which the assigned support resource (or supportsystem) shall provide Customer with an initial technical response as a result of an Issuereported by Customer. “Support” means the support services to be provided by the Service Provider to the Customerin accordance with this Addendum.“Support Level” means the level of Support (Basic Support, Gold Support or PlatinumSupport) that is applicable for the customer account or has been additionally purchased bythe Customer. “Term” means the duration set forth in the Quote.Innovation

BASIC SUPPORT

Basic Support. Basic Support includes the program features that Service Provider makesgenerally available to its Basic Support SaaS customer base during the applicable Term 

“Support” Defined. Support consists of assistance provided to customers via the Internet with respect to use of the Application and to resolve Issues. Support cases are tracked and managed through a case management system internal to Appxconnect. Basic Support is available Monday through Friday during Service Provider’s business hours, excluding local holidays.

Severity Classification and Response Time Goals. Issues are classified by Service Provider according to severity of impact on the use of the Application, according to the chart below. All disputes regarding severity classification will be resolved by the Service Provider in its sole discretion.

• Severity

  Impact

  Response Time Goal

• 

  Production system is down, impacting allapplications and associated business systems.

  4 business hours  (via Email to support@appxconnect.com)

• 

  Production system performance is degraded, butoperational; Issue affects essential functions; orIssue is blocking critical systems tests or deliverables.

  1 business day

• 

  General product questions relating todevelopment, feature issues, or Documentation.

  2 business days

OBLIGATIONS OF CUSTOMER

Support Contact. All communications relating to Support will be supervised, coordinated,and undertaken by no more than two (2) designated contact persons per Customerwork-shift who will act as a point of contact between Customer and Service Provider. Eachcontact must possess or, at Customer’s expense, acquire the necessary expertise and training to diagnose and resolve Issues with direction by Service Provider. The Customer’s contactperson should be a trained and certified system administrator of associated applications (i.e.,Genesys Cloud and the associated CRM).

Contact Method. A request for support, services or consulting is generated by sending anEmail to support@appxconnect.com. Upon qualifying the request it is then assigned to the required Subject matter expert who would further communicate via Email and use necessarytools for visual and online in-person conversations based on a mutually available time.

Reporting Format: . A request for support, services or consulting should include -A. Client Genesys Org Name, AppxConnect Integration Name, any other details likeQueue, Genesys Conversation GUID and console logs as applicable.

Pre-Call Procedures: Prior to requesting Support from Service Provider, Customer shallcomply with all published operating and troubleshooting procedures for the Application. Ifsuch efforts are unsuccessful in eliminating the Issue, Customer shall then promptly notify Service Provider of the Issue. Customer shall confirm that the following conditions are true before contacting Service Provider for support:

a) Reproduction. If possible, the situation giving rise to the Issue is reproducible in a single supported Application;

b) Support Representative. The Customer contact has the technical knowledge regarding theApplication and any other software or hardware systems involved, and in the facts andcircumstances surrounding the Issue; The Customer contact is duly trained and is a certifiedadministrator of Genesys Cloud and the associated CRM.

c) Access. The entire system, including all software and hardware, is available to the Customercontact without limit during any communication with Service Provider support personnel.

d) Availability. If requested and required, Customer must make available to Service Provider atechnical representative during support hours of coverage for all Issues. Service Providerreserves the right to suspend all work relating to any Issues during periods for which theCustomer does not provide access to a technical representative or requested data tocontinue work on the Issue. 

Remote Connection. If appropriate, Customer will cooperate with Service Provider to allowand enable Service Provider to perform Support via remote connection using standard,commercially available remote control software. Customer will be solely responsible for instituting and maintaining proper security safeguards to protect Customer’s systems and data.

Updates. Customer acknowledges and agrees that SaaS services updates provided byService Provider pursuant to this Addendum may, in Service Provider’s sole discretion, requireadditional training of Customer’s personnel. Such training will be performed in accordance.

Disclaimer. Service Provider will not be responsible to provide Support, updates, or anyother maintenance and support to the extent that Issues arise because Customer:

(a)misuses, improperly uses, mis-configures, alters, or damages the Application;

(b) uses theApplication with any hardware or software not recommended by Service Provider;

(c) uses the Application at any unauthorized location;

(d) fails to install an update to the Application ifsuch update would have resolved the Issue; or

(e) otherwise uses the Application in a mannernot in accordance with the SaaS Subscription Agreement.

ADDITIONAL PROFESSIONAL SERVICES

Scope. Customer may purchase supplemental professional services for an additional fee.Fees related to such services will be set forth in a statement of work signed by both parties. Ifno fee is stated, then services will be provided at Service Provider’s standard rate forequivalent services in effect at the time the statement of work is executed. For clarity, if anyservices are explicitly included in the Support Level selected by Customer, then such services do not require payment of an additional fee.

a) Training. Customer may purchase training services with respect to the Application.

b) Consulting. Customer may purchase consulting services related to defects caused byIssues other than the Application.

Out of Pocket Expenses. Customer shall pay all reasonable out-of-pocket expenses incurred by Service Provider.