Support Policy

This Support Policy is part of an agreement for services between you and Edsembli.

1. Definitions

“Agreement” means the Terms of Service, the Order, Statement of Work, Service Level Objectives and this Support Policy.

“Business Day” means any calendar day except for Saturday or Sunday or any statutory holiday observed in the Province of Ontario.

“Business Hours” means the hours between 8:30 a.m. (E.S.T.) and 7:00 p.m. (E.S.T.) on Business Days.

“Customer Support Person” shall have the meaning ascribed to it in section 3 below.

“Defect” means any material deviation in the functioning of the Services from, or any failure of the Service to work in accordance with, the specifications as set out in the Agreement.

“Problem Notification Time” means the date and time that you notify Edsembli Service Provider of the Defect, as recorded by Edsembli.

Terms not otherwise defined shall have the meaning assigned to them in the Terms of Service between you and Edsembli.

2. Scope of Support and Help Desk Services

• 2.1 Inclusion. Support services consist of technical assistance as described in section 4 of this Support Policy.
• 2.2 Exclusions. Support services do not include:
• 2.2.1 development or any customizations;
• 2.2.2 consultation on Customer internal operations;
• 2.2.3 training;
• 2.2.4 on-site support; and
• 2.2.5 any services not explicitly stated in this Support Policy.

Any request for assistance that is not within the scope of the support services shall be subject to a charge per contact.

3. Customer Point of Contact

You shall designate a single staff member who shall be responsible for all day-to-day communications with Edsembli for support services. You will provide the contact name, telephone number and external e-mail address to Edsembli, as well as ensure any alternate vacation or illness back up contact information is provided (the “Customer Support Person”). All calls for support from your end-users must first be directed to the Customer Support Person. The Customer Support Person shall diagnose the incident and if the Customer Support Person determines that the incident is a Defect, then the Customer Support Person shall contact Edsembli.

4. Service Desk

• 4.1 Availability. Edsembli’s service desk will be available to respond to your queries during Business Hours on Business Days.  Electronic support for inquiries will be available twenty-four hours a day, seven days a week.
• 4.2 Classification. When making an initial request for assistance, the Customer Support Person shall provide Edsembli with an assessment of the severity of the Defect, in accordance with the Severity Categories set out below and sufficient amount of information to permit Edsembli to replicate the Defect.
• 4.3 Response. After Edsembli responds to the Customer Support Person based on his/her assessment of the Severity Category, Edsembli will either confirm or assign a different Severity Category in accordance with the classifications contained in this section 3.  Notwithstanding any other provision of this Support Policy, Edsembli has final authority in determining the Severity Category of all problems and in determining the priority of repair of Severity Category 1 through Severity Category 2 Defects. After determining the severity of the Defect, Edsembli shall commence resolution procedures.  Edsembli shall respond to a Defect within the time stipulated based on the severity of the Defect.  Edsembli shall use commercially reasonable efforts to resolve the Defect within the target resolution times based on the severity of the Defect. Target resolution times commence once Edsembli has confirmed or determined the Severity Category and communicated it to you.  Section 5 of this Support Policy sets out the descriptions of the Severity Categories, response times and target resolution times and support procedures.

5. Severity Categories

• 5.1 Classifications. Defects will be classified using the following definitions:

• Category	Classification	Definition
  1	Urgent	You are unable to access the Services.
  2	High	You are significantly inhibited from working with the Services.
  3	Medium	Your use of the Services is impaired, but Customer is not unable to process a transaction and a workaround is possible.
  4	Low	Your are able to process a transaction.

• 5.2 Support Procedures. After assigning a Severity Category to a Defect, in accordance with section 1 of this Support Policy, Edsembli will determine the escalation procedure to be followed, in accordance with the following:

• Classification	Response	Action
  Urgent	Within two (2) service window hours	Will begin within 1 – 2 service window hours and acceptable continuous best effort until resolution, minimizing business impact
  High	Within four (4) service window hours	Will begin within 4 – 8 service window hours and acceptable continuous best effort until resolution, minimizing business impact
  Medium	Within one (1) service day	Will begin within 1 – 2 service window days and acceptable best effort until resolution, minimizing business impact
  Low	Within two (2) service day	Will begin within 2 – 3 service window days and acceptable best effort until resolution, minimizing business impact

• Edsembli will make reasonable commercial efforts to ensure that the responses are delivered by technical resources that are sufficiently qualified and capable to deliver the responses.