Tech Support Terms

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.
Base, Business & Pro Plan Response Times
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
Enterprise Plan Response Times

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 hours4 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 hours6 business days
P3 – Minimal ImpactAll other errors.5 business days