Support & Maintenance Terms

Support:  8am to 8pm CST (Monday – Friday) (excluding company holidays)
Support Email: support@counterfind.com

  • Case Logging
    • Telephone Support
    • Email Support
  • Service maintenance, which includes maintenance releases, enhancements, new versions, additions and modifications to the Service, that it provides to all other customers under support for no additional fee.
  • Bug fixes to bring the Service into substantial conformance with its then current user guide.
  • Response time in accordance with the table below   
  • Resolution Process for issues of severity levels 1 and 2
  1. Trouble Ticket opened – immediate phone call/communication with client
  2. Assign developer/engineer to determine and correct the error
  3. Reports on the status of the correction communicated by account manager
  4. Initiate work to correct the error & communication when complete

SEVERITY

DEFINITION

RESPONSE GOAL

DETAILS

Severity 1

Service substantially fails to perform

1 hour

  • Ticket opened / client communication
  • Assign developer/engineer to determine and correct the error
  • reports on the status of the correction communicated by account manager
  • Initiate work to correct the error

Severity 2

Substantial degradation in performance of the Service

2 hour

  • Ticket opened / client communication
  • Assign developer/engineer to determine and correct the error
  • reports on the status of the correction communicated by account manager
  • Initiate work to correct the error

Severity 3

Minimal to no impact on the availability or performance of the Service

2 days

  • Commercially reasonable efforts to include in next major release
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