Support Policy

Support Policy

OVERVIEW
SOLOMO provides user support for its various products and services that may be access or obtained from SOLOMO pursuant to an agreement with SOLOMO, which consist of the SOLOMO Application, the SOLOMO API and the Data Cube ("SOLOMO Services").  The support provided by SOLOMO to such users is set forth in this Support Policy.  As used in this Support Policy, “you” and “your” refers to the individual or entity that has ordered one or more of the above SOLOMO Services from SOLOMO pursuant to a Subscription Agreement and/or subsequent addendum.

To report any service issue, contact the Support Center at support@solomotechnology.com

SOLOMO support consists of:
     •  The Second Line Support described below
     •  SOLOMO Services updates, fixes, security alerts, and critical patch updates
     •  General maintenance releases, elected functionality releases, and documentation updates
     •  Assistance with service requests 24 hours per day, 7 days a week
     •  Access to SOLOMO Support (24 x 7 web-based support system), including the ability to log service requests online
     •  Non-technical support or service during normal business hours

SUPPORT EXCLUSIONS 
The fees paid by you for the SOLOMO Services that you have obtained from SOLOMO include the support described in this Support Policy.

However, SOLOMO support does not include any support for any software, hardware or services that are not provided by SOLOMO.  If your support question relates to any third party software, hardware or services, you must contact the third party provider.

System set-up, implementation, map configuration and network configuration are not covered by support.

CHANGES IN SUPPORT
This Support Policy is subject to change at SOLOMO's discretion; however, Support Policy changes will not result in a material reduction in the level of support.

To view changes that have been made, please refer to the attached Statement of Changes (PDF).

TECHNICAL CONTACTS
Your Administrative Users as designated in your Subscription Agreement with SOLOMO are the sole liaisons between you and SOLOMO for support.  When submitting a support request, your Administrative User should have a baseline understanding of the problem you are encountering and an ability to reproduce the problem in order to assist SOLOMO in diagnosing and triaging the problem.  To avoid interruptions in support, you must notify SOLOMO whenever an Administrative User leaves or is replaced.

SOLOMO SERVICES UPDATES
 “Update” means a subsequent release of the SOLOMO Services that SOLOMO generally makes available for its subscribers at no additional fee.  Updates for SOLOMO Services do not include any release, option, service or program that SOLOMO licenses separately.  As part of support, SOLOMO will provide updates to the SOLOMO Services during the support period when available (as determined by SOLOMO).  
SOLOMO is under no obligation to develop any future services, programs or functionality for SOLOMO Services. If an update for a SOLOMO Service is made available to you pursuant to this Support Policy, it shall replace the previous version of such SOLOMO Service.

FIRST AND SECOND LINE SUPPORT
You are required to establish and maintain the organization and processes to provide “First Line Support” for all SOLOMO Services via your Administrative Users.  First Line Support shall include but not be limited to (i) a direct response to users with respect to inquiries concerning the performance, functionality or operation of SOLOMO Services, (ii) a direct response to users with respect to problems or issues with the SOLOMO Services, (iii) a diagnosis of problems or issues of the SOLOMO Services, and (iv) a resolution of problems or issues with the SOLOMO Services, (iv) support of Consumer End Users and their use of the SOLOMO Application, your Consumer Application utilizing the SOLOMO Application or SOLOMO API.

If after reasonable commercial efforts you are unable to diagnose or resolve problems or issues of the SOLOMO Services, you may contact SOLOMO for “Second Line Support.”

Second Line Support shall consist of (i) a diagnosis of problems or issues with the SOLOMO Services, and (ii) reasonable commercial efforts to resolve reported and verifiable errors in the SOLOMO Services so that the SOLOMO Services performs in all material respects as described in the associated program documentation.

SOLOMO may review service requests logged by your Administrative Users, and may recommend specific organization and process changes and training to assist you with the practices described in this Support Policy.


SEVERITY DEFINITIONS
Service requests for SOLOMO Services may be submitted by you via support@solomotechnology.com.  The service request severity level is selected by you and SOLOMO and should be based on the following severity definitions:

Severity 1
Your production use of the SOLOMO Services is stopped or so severely impacted that you cannot reasonably continue work.  You experience a complete loss of service.  The operation is mission critical to the business and the situation is an emergency.  A Severity 1 service request has one or more of the following characteristics:
     •  Data corrupted
     •  A critical documented function is not available
     •  System hangs indefinitely, causing unacceptable or indefinite delays for resources or response
     •  System crashes, and crashes repeatedly after restart attempts

SOLOMO will use reasonable efforts to respond to Severity 1 service requests within one (1) hour. SOLOMO will work 24x7 until the Severity 1 service request is resolved or as long as useful progress can be made.  You must provide SOLOMO with a contact during this 24x7 period, either on site or by pager, to assist with data gathering, testing, and applying fixes.  You are requested to propose this severity classification with great care, so that valid Severity 1 situations obtain the necessary resource allocation from SOLOMO.

Severity 2
You experience a minor loss of service. The impact is an inconvenience, which may require a workaround to restore functionality.

Severity 3
You request information, an enhancement, or documentation clarification regarding the SOLOMO Services, but there is no impact on the operation of such program.  You experience no loss of service. The result does not impede the operation of a system.

INITIAL SEVERITY LEVEL
At the time SOLOMO accepts a service request, SOLOMO will record an initial severity level of the service request based on the Severity definitions defined above.  SOLOMO’s initial focus, upon acceptance of a service request, will be to resolve the issues underlying the service request.

UPGRADE OF SEVERITY LEVELS
If, during the service request process, the issue warrants the assignment of a higher severity level than that currently assigned based on the current impact on the production operation of the SOLOMO Services, then the severity level will be upgraded to the severity level that most appropriately reflects its current impact.  In requesting any assignment of a higher severity level, you must provide SOLOMO with sufficient information that demonstrates the increased impact of the issue on the production operation of the service.

ADHERENCE TO SEVERITY LEVEL DEFINITIONS
You shall ensure that the assignment and adjustment of any severity level designation is accurate based on the current impact on the production operation of the SOLOMO Services.  You acknowledge that SOLOMO is not responsible for any failure to meet performance standards caused by your misuse or misassignment of severity level designations.