Veelo Support Terms
Veelo shall provide technical support services (“Support Services”) in accordance with these terms (“Support Terms”) which may be modified by Veelo from time to time. Veelo will provide Customer with Support Services for (i) the use and operation of the Services; and (ii) suspected Errors in the Services. “Errors” means the failure of a Services feature to operate in material conformance with the applicable Documentation.
Veelo makes Services available 24 hours per day. Support is available Monday through Friday except on Thanksgiving, the day after Thanksgiving, Christmas Day, New Year’s Day, and Independence Day. The hours during which Support Services will be available are the “Business Hours.”
- Contact Methods and Requirements
Support requests may be made via email (firstname.lastname@example.org), in-application ticket submission and by telephone. Customer agrees to provide Veelo with all information and materials reasonably requested by Veelo for use in replicating, diagnosing and correcting an Error or other support issue with the Services reported by Customer. Customer acknowledges that Veelo’s ability to provide satisfactory Support Services is dependent on Veelo having the information necessary to replicate the reported problem with the Solution. In submitting a service request (each individual request being a “Service Request”) to Veelo, Customer will send a complete and accurate report that includes (a) Customer name and on-site technical contact information; (b) a reasonably detailed description of the request, together with any supporting information that Customer’s engineers believe will assist Veelo in its diagnostic process; (c) any error message(s) or other message(s) generated by the system in association with the request; (d) any applicable trace files and/or logs; (e) a test case or instructions necessary to demonstrate the request; (f) identification of any additional information (such as dumps, logs, etc.) that are, or can be made, available; and (g) the date and time that the Service Request is submitted to Veelo.
- Categorization and Response Times
Veelo will determine the appropriate category of the issue upon receipt of Support Request from the Customer; however escalation requests can be made in writing in response to Veelo’s initial recognition of receipt of the Service Request.
Category 1 – High: An issue that has significant to critical business impact on a production system, resulting in Customer’s production system being either down, or functioning at a significantly reduced capacity when taken as a whole.
Category 2 – Major: An issue that has some business impact on a production system, resulting in some functionality loss on Customer’s production system. The issue makes the function not usable and there is not an alternative function to achieve the desired outcome.
Category 3 – Medium: An issue that has some business impact on a production system, resulting in some functionality loss on Customer’s production system. The Solution is generally usable, but does not provide a function in the most convenient or expeditious manner.
Category 4 – Low: An issue that has nonproduction implications including general usage questions, issues related to a non-production environment, or feature requests. There is no impact on the quality, performance or functionality on Customer’s production system.
Response Times: If a Service Request is submitted to Veelo, Veelo shall comply with the response times set forth below based on the severity level of the particular request.
|Category||Initial Response Target||Resolution Process|
|1 – Critical||4 Business Hours||Veelo will use commercially reasonable efforts to resolve Category 1 faults as soon as possible. The resolution will be delivered to Customer as a work-around or as an emergency software fix. Upon Veelo’s delivery of an acceptable work-around or to the extent Customer is not able to assist with the resolution of the case, Veelo reserves the right to reclassify the severity level.|
|2 – Major||8 Business Hours||Veelo will use commercially reasonable efforts to resolve Category 2 faults within the estimated time. If Veelo determines, in its sole discretion, that the requirement is unique to Customer’s operations, Veelo reserves the right to reclassify the severity level.|
|3 – Medium||12 Business Hours||Veelo will use commercially reasonable efforts to resolve Category 3 faults in the next update of the Solution.|
|4 – Low||24 Business Hours||Veelo will use commercially reasonable efforts to resolve Category 4 faults. If appropriate, a timeframe will be provided.|
Once an issue has been reported, Veelo will use reasonable efforts to provide a confirmation of receipt of the request.
Email Sending Compliance
Veelo is not obligated to provide Support Services for Errors or problems caused by the following (each, an “Excluded Cause”): (a) third-party components not provided by Veelo or contemplated within the Documentation; (b) any modifications to the Services; and (c) use of the Services other than as described in the Documentation.