Support & Maintenance Terms | CounterFind

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

Trouble Ticket opened – immediate phone call/communication with client
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 & 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

Terms of Service

Privacy Policy

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