iSportz Service Agreement

 

User Support Policies

Overview

This document summarizes the support provided by iSportz as part of the product offering (“Product”) acquired by you under your subscription agreement. You may not obtain support for the Product offering via any other iSportz support service offering. These Product End User Support Policies are subject to change at iSportz’s discretion; however, iSportz policy changes will not result in a material reduction in the level of Product support provided during the period for which fees have been paid.

Definitions

For the purpose of this document:

User: ‘User’ is defined as the software customer per the subscription agreement.

Support Period & Components

Support begins when the product reaches “Go Live” status and continues for the duration of the active subscription agreement. During the support period, all the support components listed in the table below will be provided.

001

During the Support Period, all listed features will be provided.

Software Updates

Software Updates may include Major versions, Minor versions, Service Packs, Suite releases, Patches, Hotfixes, or Security Updates.

Defect Support

During the Support Period, Defect Support is available with corrections provided in the form of Patches, Hotfixes, Security Updates, and field test files. The Support Period applies to an individual product release or for the duration of the entire major release stream. Defect Support periods for a product’s individual major, minor, service pack, or suite releases. A User may continue to receive technical support on any major, minor, service pack, or suite release while the relevant major release stream is in the Support Period; however, as part of the resolution of an issue, the User may be asked to update to a later software version with the defect correction.

Defects are evaluated and prioritized to ensure the most critical issues are remedied. Certain defects may be scheduled for resolution in a later release of the product.

Critical Security Updates

Keeping your environment secure is our utmost priority. We react promptly to security incidents and deliver critical security updates during the Support Period.

Enhancement Requests

During the Support Period, Users may submit requests to enhance the functionality or design of a product. These requests will be reviewed and prioritized for consideration for current or future product releases.

Third-Party Products and Dependent Components

Third Party Products are non-embedded products developed by a Third-Party software provider and integrated by iSportz due to the Third Party’s authorization to do so. Dependent Components are underlying operating systems, adjacent or integrated applications, or software that is required to operate.

Technical Support – Tiered Support Levels

002

If a solution isn’t found using the Self-Help resources, a User may open a support request directly with iSportz’ Technical Support at any time during the Support Period. iSportz provides global access to support experts who can diagnose and resolve issues as well as give advice on product features.

A dedicated email address and telephone number will be provided to the User to contact Technical Support. Support hours will be provided 24 hours a day, 7 days a week.

003

If a solution isn’t found using the Self-Help resources, a User may open a support request directly with iSportz’ Technical Support at any time during the Support Period. iSportz provides global access to support experts who can diagnose and resolve issues as well as give advice on product features.

A dedicated email address and telephone number will be provided to the User to contact Technical Support. Support hours will be provided 24 hours a day, 7 days a week.

Technical Support – Service Level Agreement (SLA)

004

Defect Resolution Descriptions

Specification: Defect Resolution – Priority 1 Items
Definition: Priority 1 Defect Service Request – An incident where the User’s use of a system service element has stopped or is so severely impacted that the User’s members/personnel cannot reasonably continue to work.
Specification: Defect Resolution – Priority 2 Items
Definition: Priority 2 Defect Service Request – An incident that results in a) a partial or intermittent system outage or unavailability; b) undue delay of processing business cycle data which creates a processing backlog; or c) a recurring issue with identified or indeterminate cause.
Specification: Defect Resolution – Priority 3 Items
Definition: Priority 3 Defect Service Request – Performance items that result in periodic, but not otherwise undue delay of processing business cycle data, or items otherwise not classified as a Priority 1 or Priority 2 Defect.