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Support Policy

I. Overview

This Support Policy (“Support Policy”) describes the policies and procedures under which OwlWorks Inc. (“OwlWorks”) provides technical support (“Support”) for its proprietary online service Florence (“Florence”) to its customers (each, a “Customer”). OwlWorks may modify this Support Policy (and any referenced policies) from time to time to reflect process improvements or changing practices. However, the modifications will not materially decrease OwlWorks’ support or security obligations as compared to those in effect as of the Effective Date of the Subscription.

 

Agreement

Support is provided pursuant to the separate subscription agreement under which Customer has purchased Support (“Subscription Agreement”) and is subject to the terms and conditions of that Subscription Agreement and the terms of this Support Policy. Support is provided for the period specified in the Subscription Agreement. Support is provided through OwlWorks’ online web‐based support portal (“Support Portal”).

 

This Support Policy sets forth expectations for Support between the Customer organization and OwlWorks’ Customer Support organization, including:

A. who is authorized to submit issues

B. how to submit issues

C. what types of issues are supported

D. how and when OwlWorks resolves and closes reported issues

II. Scope of Support

A. What Support and Maintenance Services Include

If Customer is current on its payment for Florence, OwlWorks shall use commercially reasonable efforts to provide Customer with Support for Florence consisting of the following: 

  1. web‐based submissions of Incidents (as defined below) submitted by designated Contacts; 

  2. guidance and troubleshooting regarding usage and connection issues related to Florence; 

  3. online training found on OwlWorks’ website; 

  4. an online knowledge base of information and solutions that supplements the Documentation (as defined in the Subscription Agreement) and provides up‐to‐date information on Florence;

  5. a forum where Customer, partners, and other users of Florence can share information and ideas about using Florence; and 

  6. access to an online secure site that contains submitted Incidents.

 

B. What Support and Maintenance Services Exclude

  1. OwlWorks has no Support obligations with respect to the issues relating from: (i) Customer’s equipment, network connections or other infrastructure; (ii) use of Florence by Customer in a manner not consistent with the Documentation or in violation of the Subscription Agreement; (iii) modifications to Florence by any party other than OwlWorks or (iv) failures or downtime due to any factors beyond OwlWorks’ reasonable control or due to any force majeure event as described in the Subscription Agreement.

  2. OwlWorks has no Support obligations for free, trial or evaluation access to Florence.

  3. Support does not include provision of training, configuration, integration, or remote access (unless requested by OwlWorks) or onsite services as may be offered by OwlWorks or of support for any related deliverables.

 

C. OwlWorks’ Efforts

While OwlWorks will make commercially reasonable efforts to correct errors in Florence and respond to Incidents as described in this Support Policy, Customer acknowledges that it may not be possible for OwlWorks to correct every or any bug, error, or problem reported by Customer or of which OwlWorks is otherwise made aware.

III. Policy Details 

Important details of OwlWorks’ Support Policy are set forth on Appendix to this Support Policy. This includes the business hours during which OwlWorks provides Support (which are Monday through Friday during the local times specified in Appendix) (“Business Hours”), target response times for Incidents and other details. Customer acknowledges that it has read and agreed to Appendix.

IV. Incident Submission

A. Contacts 

Support is intended to provide assistance to individuals for issues and questions beyond what is covered in the Documentation. Customers are expected to make reasonable efforts to ensure that the individuals that are designated as authorized contacts are qualified to support the Customer teams internally. To be qualified, these individuals should know the internal systems, tools, policies, and practices in use by the Customer, and they should also be proficient users of Florence. Each such qualified contact is a “Contact”. 

 

B. How to Submit Incidents

Customer’s Contacts may report errors or abnormal behavior in Florence (“Incidents”) through the Support Portal (unless other means are specified in Appendix). In order to expedite the resolution of Incidents, OwlWorks expects that Customer will make every attempt possible to:

  1. Verify that the Incident is reproducible.

  2. Provide information necessary to help OwlWorks track, prioritize, reproduce, or investigate the Incident, such as: Customer name and organization.

  3. Provide a full description of the issue and expected results.

  4. Categorize issues (general question, defect, enhancement request, etc.).

  5. List steps to reproduce the issue and relevant data.

  6. Provide any applicable log files or console output.

  7. Provide exact wording of all issue‐related error messages.

  8. Describe any special circumstances surrounding the discovery of the issue, e.g., first occurrence or occurrence after a specific event, Customer’s business impact of problem, and suggested priority for resolution.

  9. Identify Incident number in any ongoing communications with OwlWorks on an existing Incident.

 

C. Customer Cooperation

Customer will provide information and access to Customer resources as reasonably required for OwlWorks to provide Support. OwlWorks will be excused from any non‐performance of its obligations hereunder to the extent any such non‐performance is attributable to Customer’s failure to perform such obligations.

V. Incident Response

A. Priority Levels 

OwlWorks’ Support personnel will assign a priority level (“Priority Level”) to each Incident based on the SLAs listed in the Appendix.

 

B. Closure of Incidents

After assigning a Priority Level, OwlWorks will use commercially reasonable efforts to provide acknowledgements, initial responses and updates based on the targets in Appendix. Incidents shall be closed in the following manner:

  1. For solvable issues: Depending on the nature of the issue, the resolution may take the form of an explanation, recommendation, usage instructions, workaround instructions, or modification or fix to Florence.

  2. For issues outside of scope of Support: OwlWorks may also close issues by identifying the Incident as outside the scope of the Support pursuant to Section II above.

  3. Dropped Issues, OwlWorks will consider an open case dropped (and may close the case) if the Contact has not responded to two (2) attempts or more made by OwlWorks to collect additional information required to solve the case.

Appendix - Software Support Policy

The following table depicts the severity levels for the purpose of product support and patches:

The SLAs for the severity levels defined above are as follows:

The support hours will be Monday to Friday: 9:00am - 5:00pm Indian Standard Time.

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The following points should be noted for the purpose of issue severity and SLAs:

  • The severity set for the reported defect/issues is a with respect to the product and will be purely driven by the SLA definition. The support teams will review the issue reported by the client and assign the correct severity based on the severity definitions.

  • The above matrix is only for the defects reported on the OwlWorks Product. This does not apply to enhancements requested by the clients.

  • Please note that only “Production” issues can be classified as “Critical”. All issues/defects in the staging or test environments will be classified as high/medium/low.

  • Please note, to be classified as a critical/high/medium severity issue, clear steps to reproduce the issue must accompany the issue reported by the client.

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