SUPPORT SERVICES TERMS
SUPPORT SERVICES TERMS, effective as of July, 2020, described the maintenance and support services, as may be amended from time-to-time, that vTestify provides to Client (“Support Services”)
Help Desk Operations:
Company shall maintain a help telephone line staffed with personnel to receive inquiries by telephone (919-925-3300) between the hours of 8:00 a.m. – 8:00 p.m. Eastern Standard Time, Monday through Friday, excluding Federal holidays (“Business Hours”). Company will provide emergency support for outside of Business Hours for Critical Issues (as defined below). All Critical Issues must be reported via telephone. Non-Critical Issues reported outside of Business Hours will be responded to during the following business day. If non-critical issues arise outside of normal Business Hours and you would like them addressed at that time, Company reserves the right to charge Client at an hourly rate of $125/hour for support services provided outside of Company’s Business Hours.
Examples of critical issues supported after hours at no extra charge:
- Cannot connect to the Service to initiate or join an ongoing scheduled legal matter (other than password failure, LAN failure or Local Internet Access failure)
- Certificate / URL failure
- A malfunction of a critical feature inside the Service Including: (i) exhibit management; (ii) sidebar rooms; and (iii) video recording;
To access the “after hours” support line call 919-925-3300 and leave a voicemail. A Company representative will contact you shortly after leaving your message.
Support Services Response Times:
Company shall use commercially reasonable efforts to correct or provide a reasonable workaround to address all material errors that are identified in the Software pursuant to the chart below. The response time begins when the support phone call or email is received and ends when the resolution or workaround has been provided to the User.
Client shall work with Company to identify the severity level of the issue. Additionally, Client must provide all information and assistance that Company reasonably requests in connection with providing Support Services. Company reserves the right to charge Client at an hourly rate (on a time-and-materials basis) for support services provided outside of Company’s normal support hours, or in connection with a request Company reasonably determine is outside the scope of the Support Services.
Support Services exclude: (i) support for software or hardware that is not part of the Software (including support for any part of Client’s technology infrastructure or any Third Party Materials that are not included as part of the Software), (ii) training of all Users on use of the Software (which may be separately provided as Professional Services performed by Company), (iii) on-site dispatch of Company’s personnel, (iv) on-site or remote support to configure or customize the Software for Client (which may be separately provided as part of Company’s Professional Services), (v) procurement or installation of any hardware components, (vi) support for any errors arising from or related to Client’s and/or its Users’ failure to comply with the minimum technical specifications and requirements specified below, or (vii) performance of any other professional, implementation, configuration, consulting or advisory services (which may be separately provided as part of Company’s Professional Services).
Minimum Technical Specifications and Requirements:
Performance of the Software requires Client to implement, maintain and comply with the following minimum technical specifications and requirements:
- Functional web-camera;
- Functional microphone; and
- Google Chrome installed onto computer (Safari for IOS mobile devices).
Support Services exclude any errors arising from or related to Client’s and/or its Users’ failure to comply with the minimum technical specification and requirements specified above.