Evisions SaaS Support Agreement

Evisions SaaS Support Agreement. Evisions shall during the applicable term for each Licensed Software provide the following service and support:

Software Service and Support

Evisions shall provide Licensee ongoing access to program updates for the Licensed Product(s), including bug fixes, updates and version upgrades that, in each case, increase software functionality and performance. All such bug fixes, updates and version upgrades are deemed to be Licensed Product(s) hereunder, subject to all applicable terms and conditions of the Master Software Subscription Agreement.

Software support is provided via Evisions Customer Community and via In-App Chat. Evisions Customer Community support requests and chat are monitored during normal business hours (Monday – Friday, 5:00 AM – 5:00 PM PT, some exclusions apply). Support includes remote troubleshooting, instruction for the use and operation of the Licensed Product(s) by way of online user manuals, white papers, case studies, release guides and on-line tutorials. Client will also have access to knowledge articles on the Evisions Customer Community for answers to common problems that may arise. Evisions and Licensee may mutually agree upon the provision of custom professional services to be provided for an additional fee. To obtain software support, Client shall submit a support request through the Evisions Customer Community, with verifiable and reproducible evidence of problem, questions, or requests for assistance. Client will cooperate and work closely with Evisions in conducting diagnostic and/or troubleshooting activities as requested.

Upon receipt of a support request, Evisions shall respond based on the priority status as noted by the Client on the request in accordance with the following status definitions:

• Urgent – Production Down. Reserved for highest severity issues when the production environment is down. Evisions will respond within one (1) hour from the time the request is received (during business hours or within one (1) hour of opening if the request is not received during business hours).
• High – Production Critical. Reserved for issues in which the production environment is significantly impaired, but not actually down. Evisions will respond the same day the request is received (if the request is received by 4:00 pm Pacific Time of any day the help desk is open or, if received later, the next business day).
• Medium – Time Sensitive. Evisions will respond within 24 hours of the time the request is received, excluding in the computation of such 24 hours any days outside of normal business hours. (For example, if such a request is received at 1:00 pm on a Friday, Evisions will respond by 1:00 pm on the following Monday, if such Monday is within normal business hours.)
• Low – Non Essential Timeline. Evisions will respond within 48 hours of the time the request is received, excluding in the computation of such 48 hours any days during which the help desk is not open. (For example, if such a request is received at 1:00 pm on a Friday, Evisions will respond by 1:00 pm on the following Tuesday, if neither such Tuesday nor the preceding Monday is outside of normal business hours.)

Products have a maximum number of annual hours per agreement term:

• IRIS support includes: Maximum of 10 hours annual support per Licensed Survey.
• Evisions CADMUS support includes: Maximum of 20 hours annual support.
• DORIS support includes: Maximum of 10 hours annual support per Licensed Collection.

Additional Support

The software service and support set forth in above section are the only services and support Evisions shall be obligated to provide to Licensee under this Agreement. Any other support services Licensee wishes to receive with respect to the Licensed Product(s), including, but not limited to, out-of-scope work or work outside of regular hours, shall be provided pursuant to a separate agreement between Evisions and Licensee, including by an Order Form for additional Services signed by both parties under this Agreement.

Conditions

As a precondition to Evisions’ responsibility to provide software service and support, Licensee shall ensure that: (i) the Licensed Product(s), as well as any associated third party software and equipment is installed and operated according to applicable specifications; (ii) Licensee has installed all updates to associated third party software and equipment as recommended by Evisions and Licensee has maintained all environmental conditions according to applicable specifications and industry standards; (iii) Licensee has not introduced other equipment or software having an adverse impact on the Licensed Product(s); (iv) any specifications supplied by Licensee to Evisions are accurate and complete; and (v) Licensee has made no changes to the Licensed Product(s), nor permitted any changes to be made, other than by or with the express written approval of Evisions.