The delivery of Support Services does not extend to: (i) software or services which have been altered, modified or improperly installed or configured by Client, its customers, or any third party without AudienceView’s prior written consent; (ii) failures related to an unsuitable operating environment, including, but not limited to, inadequate electrical power, air conditioning or humidity control; (iii) failures related to an accident, disaster or other Force Majeure event; (iv) any unauthorized use of the Subscription Services; (v) any work requiring Service Provider to make corresponding changes to any software other than that included within the Subscription Services.
Response times provided in the Priority Definitions & Response Times or otherwise whether orally or in writing, are intended as good faith estimates, guidelines or objectives only and are not to be taken as warranties or representations. Service Provider has ultimate responsibility for determining the level of priority.
Problem resolution time will depend on the priority level, complexity of issue, level of assistance provided by the caller in the problem diagnosis process, and amount of development engineering resources needed. Designated Client Support Contact(s) shall be kept informed of AudienceView’s progress and shall be given an estimated date of resolution where possible or applicable.
Problems reported are entered into Service Provider’s priority case management system and then assigned to an appropriate resource. Incident reports are prepared containing Client’s provided information about the reported problem, any diagnostics performed, the computing environment, priority level and trace files. Service Provider will assign a case reference number which will be used in all future communications with Client regarding the reported incident. Client understands that failure to provide accurate and detailed call information as described above may increase the amount of time needed by Service Provider to diagnose the problem and develop a possible solution. Client shall support Service Provider, as necessary, in its investigation.
|Definition||Response Time||Investigation Effort|
|Priority 1:||Critical and urgent impact to Client’s business operations and/or ability to collect revenue.ie. system is down.||Within 15 minutes of logging case during Business Hours.Within 30 minutes of logging case outside of Business Hours.||Full-time resources committed around the clock.|
|Priority 2:||Significant aspects of Client’s business operations are negatively impacted.ie. reports aren’t executing from the system.||Within 1 hour of logging case during Business Hours.Next business day outside of Business Hours.||Full-time resources committed during Business Hours.|
|Priority 3:||Minimal to no aspects of Client’s business operations are negatively impacted.ie. question about configuration in the system.||Within 4 hours of logging case during Business Hours.Next business day outside of Business Hours.||Resources committed during Business Hours.|
North America: 1-866-806-8854
United Kingdom: 08456 800132
Europe / International: 011-44-845-680-0132
Email Address: email@example.com
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