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Onlime
will actively begin to resolve problems reported by the customer based upon
severity level. Onlime will use
reasonable efforts to respond to the customer and resolve the problem according
to the timetable shown below, though due to the complexity of the software no
assurance or guarantee can be given regarding the time required to reach an
acceptable resolution.
Onlime
response to customer issues will be to provide one of the following: an
existing solution or workaround, a request for more information to diagnose the
issue, or an indication of the timeline to diagnose and/or resolve the
issue. Progress updates will be given as
requested by the customer, or as deemed appropriate by the client.
Severity 1: Critical
Impact
Response
to customer within 1 business day
Within
2 business days, Onlime will commence work to provide a fix or workaround
Product
integration at next software update at Onlime’s discretion
Severity 2: Significant
Impact
Response
to customer within 2 business days
Within
ten business days, Onlime will commence work to provide a fix or workaround
Product
integration at next software update at Onlime’s discretion
Severity 3, 4: Minor Impact
or Enhancement
Response
to customer within ten business days
Commence
work to provide a fix or workaround as deemed appropriate by Onlime
Product
Integration at Onlime’s discretion
*
The timetables do not apply to any software that is not yet generally available
to Onlime’s customers
Support Call Escalation
If
any support call has not been resolved according to the above timetable, the
call will automatically be escalated to Group CIO of Lime Green Entertainment
and the CIO will contact the customers designated contact person(s) to review
the call, the reason for the delay, and the plan of problem resolution.
Updates
Maintenance
does not include software updates or functionality enhancements that may
require custom development. Custom
development and upgrades are undertaken as a professional services engagement
and are subject to a separate statement of work based on the nature of the
required upgrade. Updates are only
guaranteed for security issues.
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