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Effective Date: July 19, 2022
| Support Email | support@VNTANA.com |
| Maintenance, Response and Resolution Time | Service maintenance, which includes maintenance releases, enhancements, new versions, additions, and modifications to the Service, that it provides to all other customers under support for no additional fee. Bug fixes to bring the Service into substantial conformance with its then-current user guide. Response time in accordance with the chart below. Resolution Process for Issues of Severity Levels 1 and 2: (1) Trouble Ticket opened. (2) Assign engineer to determine and correct the error. (3) Periodic reports on the status of the correction. (4) Initiate work to correct the error. Scheduled Outages are usually scheduled during weekends and customers are usually notified via email, except for emergencies. |
| Error class | Error Class Description | 1st Level | 2nd Level |
| PO – Fatal Impact | System hangs or crashes, or production is not possible without use of the Program.hour | 24 hours | 3 Business Days |
| P1 – Severe Impact | Problem causes severe production impact, and/or workaround (if available) is not acceptable. | 48 hours during standard support hours | 5 business days |
| P2 – Degraded Operations (workaround exists) | Errors disabling only certain functions that are 24 hours during standard 6 business days Operations (workaround not severe, but cause customer dissatisfaction exists) | 72 hours during standard support hours | 10 business days |
| P3 – Minimal Impact | All other errors. | 15 business days | — |
Error class | Error Class Description | 1st Level | 2nd Level |
| PO – Fatal Impact | System hangs or crashes, or production is not possible without use of the Program.hour
| 2 hours | 24×7 effort until relief provided
|
| P1 – Severe Impact | Problem causes severe production impact, and/or workaround (if available) is not acceptable.
| 4 hours during standard support hours | 4 business days |
| P2 – Degraded Operations (workaround exists) | Errors disabling only certain functions that are 24 hours during standard 6 business days Operations (workaround not severe, but cause customer dissatisfaction exists) | 24 hours during standard support hours | 6 business days |
| P3 – Minimal Impact | All other errors. | 5 business days | — |
