|Element||Standard Support Plan||Premium Support Plan|
|Documentation||24 x 7 remote access by Administrative Users to Workspot Documentation, whitepapers, and support forums||24 x 7 remote access by Administrative Users to Workspot Documentation, whitepapers, and support forums|
|Access to Technical|
|Access to Support Engineers via email during Workspot standard business|
|Access to Support Engineers via email and phone 24 X 7 X 365|
|Who Can Open Incidents and Engage with Workspot Technical Support Personnel||Designated Company Contact||Designated Company Contact|
|Case Severity Target Response Times||Critical/Urgent/Normal < 12 Business Hours|
Low < 1 business day
|Critical < 1 Hour|
Urgent < 4 Hours
Normal < 12 Hours
Low < 1 Business
|Workspot Platform Software Updates||Included||Included|
|Pricing||Included in Fee for Workspot Cloud Services||As set forth on the Order Form|
- Workspot standard business hours are M – F, 8 AM – 5PM Customer Designated Time Zone. Customer may select a Designated Time Zone prior to the start of a Subscription Term, which will be effective through the end of that Subscription Term, unless Customer subscribes to Premium Support, in which case Premium Support Hours apply. If Customer does not select a Designated Time Zone prior to the start of a Subscription Term, then the Designated Time Zone will be Pacific Time.
- Workspot will endeavor to respond to Company’s initial Incident request within the corresponding time frames. Incident requests initiated after Workspot business hours, as may be appropriate, will be handled on the next business day.
Case Severity Definitions
|Critical||“Critical” Incident means an Error causing catastrophic failures that severely impact the Customer’s ability to conduct business. Customer’s systems are down or not functioning and business operations are severely disrupted.|
|Urgent||“Urgent” Incident means an Error causing major functionality to be degraded in which the Customer’s operation is disrupted but there is an ability to remain productive and maintain necessary business-level operations.|
|Normal||“Normal” Incident means an Error causing partial loss of non-critical functionality. The Error impairs some operations but the Customer can continue to function.|
|Low||“Low” Incident means a general usage question, cosmetic issues, request for future product enhancements or modifications.|
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