Support Policy

This Exaforce Support Policy (“Support Policy”) forms a part of the Exaforce Terms of Service at https://www.exaforce.com/terms-of-service or other written or electronic agreement that references this Support Policy (as applicable, the “Agreement”) between Exaforce, Inc., a Delaware (USA) corporation (“Exaforce”), and the customer for Exaforce’s Services under the Agreement (“Customer”).  Capitalized terms not otherwise defined in this Support Policy will have the respective meanings assigned to them in the Agreement.

1. Self-Help Resources.  Although not “Support” for purposes of this Support Policy or the Agreement, the following are available to assist Customer in its use of Services:
   
   1. the Documentation, available at https://docs.exaforce.com, which includes detailed information about the configuration and use of Services; and
   2. the Exaforce Trust Center, available at https://trust.exaforce.com, which includes resources to help Users further expand their knowledge.
2. Support Tiers.  Exaforce will provide Customer with those support services applicable to the tier of Services Customer has purchased, as set forth in the table below and as further detailed in this Support Policy (“Support”).

3. Support Users.  To receive Support, Customer must designate a User who has appropriate technical expertise, is familiar with the affected Services, and is authorized by Customer to make Support requests (a “Support User”).
4. Support Requests.  To be eligible for the Initial Response Times and efforts described below, Customer acknowledges each Support request must (a) be made by a designated Support User by submitting a ticket through the Services support portal (each, a “Support Ticket”) and (b) include at least the information specified in Section 5.  A Support User may also submit a request for Support via email to support@exaforce.com, but any such request will be deemed the lowest level of priority and severity (Sev 4, as described below).
5. Ticket Requirements.  Support Users must include a full description of the Issue (or other question or request) in each Support Ticket, including, as applicable, error messages, Issue time and duration, and Customer’s attempts to resolve the Issue, as well as a proposed “Severity Level” based on the information in Section 6.  Customer acknowledges and agrees that Customer and its Support Users: (a) are solely responsible for the content of Support Tickets; (b) must limit Personal Information in Support Tickets to only that of its Users necessary for the Parties to action the Support Ticket; and (c) must not in any event include Restricted Information in any Support Ticket.
6. Severity Levels.  Exaforce will assign a final Severity Level based on the content of each Support Ticket according to the following:
   

7. Response and Effort.  Exaforce will endeavor to respond to each Support Ticket within the Initial Response Time corresponding to the applicable Support tier and final Severity Level assigned by Exaforce.  Following submission of a Support Ticket, all communications between Exaforce and Support User(s) with respect to the underlying Issue (or other question or request) will be made through the Support Ticket unless other communication channels are available to Customer under its applicable Support tier below.  Exaforce will use commercially reasonable efforts to provide a Workaround and/or Resolution with respect to each Issue that prompts a Support Ticket. 
8. Definitions.  Capitalized terms not defined in this Support Policy shall have the respective meanings assigned to them in the Agreement, provided that if a capitalized term is not defined in this Support Policy or the Agreement, such term shall have the meaning assigned to it in the MSA.
   
   1. “Initial Response Time” means the period between Exaforce’s receipt of a Support Ticket and the acknowledgment and confirmation of the Support Ticket by Exaforce personnel.
   2. “Issue” means a reproducible failure of Services to perform in material conformance with the Documentation.
   3. “Resolution” means Exaforce has either: (a) corrected the Issue that prompted a particular Support Ticket so that Services are performing in material conformance with the Documentation or (b) determined the reported Issue was the result of an Exception.
   4. “Workaround” means a configuration change, manual procedure, or other workaround designed to regain intended or previously functioning Service features and functionality, but that does not provide a complete Resolution.
9. General. This Support Policy, together with the Agreement (and the terms incorporated therein), is the complete and exclusive statement of the mutual understanding of the Parties and supersedes all communications and agreements between the Parties (oral or written) relating to, the subject matter of this Support Policy. In the event of any conflict between this Support Policy and the Agreement, this Support Policy will control with respect to the subject matter of this Support Policy.  Exaforce may modify this Support Policy from time to time by posting a revised version at https://www.exaforce.com/support-policy.