Mavens Product Support Terms and Service Levels
Mavens Support Plan Features
Mavens software license / subscription includes a standard support plan for all Mavens software products. Detailed descriptions of the components of the plans are listed below.
- Access to Mavens product support engineers to assist you with your use of Mavens products. This includes providing guidance and offering tips and techniques on use of applications, troubleshooting unexpected results, reproducing and documenting defects for correction in Mavens base environment, providing potential workarounds, and capturing product enhancement requests.
- Response time SLAs based on severity of your issue. Response times are shown in the table below. The standard response times are calculated as the difference between the time a ticket is opened into the Mavens support ticketing system and the time of the first communication to the customer.
Response Time SLAs
| Severity | Response Time | Description |
|---|---|---|
| Severity 1 (S1) Production Down or System Outage with no workaround |
1 business hour | A customers production system, platform, or licensed software is inoperable. A major application failure has occurred, or data integrity issues exist, and business processes are halted. There is no workaround available. |
| Severity 2 (S2) Key functionality impaired with no workaround |
2 business hours | A critical business process is impaired, causing a serious disruption of a major business function. There is high impact on business activities and no acceptable workaround. |
| Severity 3 (S3) Moderate impact with a workaround |
4 business hours | Non-critical issues that occur with the licensed software. Customers are able to run the application or there is an acceptable workaround. |
| Severity 4 (S4) Minor impact, question, or enhancement request |
8 business hours | A question or low impact issue which does not require immediate attention, such as cosmetic, documentation, or help text errors, or a non-critical request regarding the use of the licensed software. |
Service levels
During the Term of this Agreement, Mavens shall provide Customer with Service Levels consisting of the following: (i) online, email, or telephone support regarding use of the Software; Customer must be able to access a secure Support Portal.
Error Designation
Mavens’ support personnel will (a) verify Customer detected Errors, provided that the Errors can be recreated within Customer environment (b) the severity of the support request and whether the support request is a Severity Level 1, 2, 3 or 4.
Error Response
Upon receipt of notice of an Error, Mavens shall assign appropriate technical personnel to the issue and provide Customer with acknowledgment that it has received such Error notice (such actions together, a “Response”). Mavens will provide Customer with a Response to each incident within the time frames mentioned above. Mavens will use commercially reasonable efforts to promptly resolve each incident. Actual resolution time will depend on the nature of the incident and the resolution. A resolution may consist of a fix, workaround, or other solution in Mavens reasonable determination.