Support Case Classification and Actions

Support cases will be classified into the following 3 levels:

Level 1: Simple configuration changes or tasks within the product. Typically resolved by a one-time update or by performing a minor task that is not available to end users.

Actions taken: 

• Customer submits support case per instructions above 

• Complete IR support representative responds via email for more information or notifying Customer of case resolution

Level 2: More complex issues within the product that may involve verifying behavior, troubleshooting data, or performing a complex task. May involve multiple correspondences. 

Actions taken: 

• Customer submits support case per instructions above 

• Complete IR support representative responds via email for more information or notifying Customer of case resolution 

• Complete IR support representative to provide regular updates via original support case ticket until notifying Customer of case resolution 

Level 3: Business critical issues which are impacting critical operations. May involve data quality, accuracy, integration, network connectivity and/or production level outages. May involve multiple parties and several correspondences. 

Actions Taken: 

• Customer submits support case per instructions above 

• Complete IR support representative responds via email and/or phone for more information or notifying Customer of case resolution 

• If a call is necessary, Complete IR support representative will suggest times and ask that Customer include all necessary stakeholders 

• Complete IR support representative to provide regular updates via original support case ticket until notifying Customer of case resolution

Support Response Times

Complete IR understands the importance of providing timely Support to each Customer. When a Support case is created, a Support Representative will use commercially reasonable efforts to call or email the User within one (1) business day and will use commercially reasonable efforts to rectify every issue in a timely fashion. Actual resolution time will depend on the severity of the case and the work required to resolve the case. A resolution may consist of providing additional documentation, customer training on use cases, product fix, product workaround or other solution determined by Complete IR. In all cases, Complete IR will provide status updates if the Support case cannot be resolved on the first response. 

Complete IR is deemed to have responded when it has replied to the Customer’s initial request. This may be in the form of an email or telephone call, to either provide a solution, an estimated resolution time, or request further information. 

Exclusions 

This SLA does not apply to: 

• Any equipment, software, services, third party or otherwise, or any other parts of the System not listed above. 

• Software, equipment or services not purchased via and managed by Complete IR. 

• Additionally, this SLA does not apply when the problem results from: 

o Using equipment, software or service(s) in a way that is not specified in the Product documentation. 

o Making changes to the configuration that is not approved by Complete IR. 

o Making changes to Customer operated equipment, network or non-Complete IR supplied software. 

o Not performing, or has prevented Complete IR from performing where obligated, required maintenance and update tasks. 

This SLA also does not apply if the client is in breach of its contract with Complete IR for any reason (e.g. late payment of fees, improper use, violation of terms, etc.).