Capitalized words not defined herein shall have the same meaning as set forth in the License Agreement (the “Agreement”) between TeamDynamix Solutions LLC (“TeamDynamix”) and the counterparty to such Agreement (the “Client”).
1. Support. Subject to and conditioned upon the compliance of Client and its Users with the terms and conditions set forth in the Agreement, TeamDynamix shall use commercially reasonable efforts to provide support services, responses, updates, and resolution set forth in Table 1.1 below (“Support”) in accordance with the terms and conditions of this Section 1:
Table 1.1
| Incident Priority |
Description |
Investigation Response Time |
Target Resolution/Workaround Time |
| Severity 1: Critical |
The system is out of service or unavailable for all clients
Or
The performance of the system is unacceptable for all clients
|
Thirty (30) minute response posted to the TeamDynamix status page. Additional updates posted to the status page as soon as they become available. |
We will assign as many resources as necessary 24/7 until the problem is resolved. |
| Severity 2: Major |
Major components or core functionality of the system are unavailable or not usable for some clients
Or
The system is unavailable for one or more clients
Or
The performance of the system is unacceptable for one or more clients |
Sixty (60) minute response posted to the TeamDynamix status page. Additional updates posted to the status page as soon as they become available. |
We will assign as many resources as necessary 24/7 until the problem is resolved |
| Severity 3: Normal |
Major components or core functionality of the system are working imperfectly in one or more of its commonly used scenario(s)
Or
A non-core function or feature is not usable or does not work in one or more of its commonly used scenario(s) |
One (1) working day response time |
A fix will be delivered in a future maintenance release with high priority |
| Severity 4: Minor |
A core function or feature is failing in uncommon or difficult to reproduce scenarios
Or
A non-core function or feature is working imperfectly in one of its commonly used scenarios |
Five (5) working day response time |
A fix will be considered for a future software release with high priority |
| Severity 5: Trivial |
A feature is working, but not as intended and with no real detriment to system functionality |
Five (5) working day response time |
A fix will be considered for a future software release |
a. Support Hours.
i. Disruptions to service due to scheduled system maintenance and/or required security updates shall not be considered incidents under Table 1.1, so long as such scheduled system maintenance and/or required security updates are started and completed during their regularly scheduled times.
ii. TeamDynamix Solutions Portal (solutions.teamdynamix.com) is scheduled to be available 24 hours a day, 365 days per year.
iii. Application performance and availability is monitored 24/7/365. Online support requests can be submitted via the TeamDynamix Solutions Portal. Customer telephone support is available 8:00 am-9:00 pm EST/EDT Monday through Friday, excluding holidays by calling 1-877-752-6196 (option 2).