Query is providing to Customer this Support Agreement (this “Support Agreement”) as part of Customer’s subscription to Query’s services pursuant to a Query.ai, Inc. Order Form (or other Query order form) and Query.ai, Inc. SaaS Services Terms and Conditions (collectively, the “Agreement”), which incorporates this Support Agreement by reference. Capitalized terms not defined in this Support Agreement shall have those meanings accorded to them in the Agreement.
Query offers two types of support: Standard and Platinum. Standard Support is included as part of a Customer’s subscription to the Services. Platinum Support may be purchased by Customers seeking enhanced support.
“Business Hours” means Monday through Friday, 9am-5pm ET, U.S. holidays excluded.
“Issue” means a failure of the Services to substantially conform to the functional specifications set forth in the documentation.
“Response Time” means the time period in which Query shall provide Customer with an initial technical response as a result of a Customer-reported Issue.
Query will provide Customers who choose Standard Support with support during Business Hours, for problem resolution assistance.
Query will use commercially reasonable efforts to respond in a timely manner to all support requests. Query Support can be contacted via email at firstname.lastname@example.org or by leveraging the chat interface included in the Services.
There are two levels of support available; Standard and Platinum. Standard support is included with all Query orders. Platinum support is available for purchase. Platinum Support will be listed on the Query Order Form, if it is purchased. The levels of support are outlined below:
|Regularly Scheduled Communications||Quarterly Update||Biweekly Meeting|
|Provide initial and high-level suggestions regarding usage and configuration of the Query platform||Yes||Yes|
|Scheduled Health Checks including an assessment of the health of the Query platform, potential coverage gaps, and a security controls review.||—||Quarterly|
|Technical Account Manager (AM) Access||—||Dedicated|
|Dedicated Communication Channel||—||Yes|
Customer may purchase Platinum Support at the time of its initial order of Services, or Customer may upgrade to Platinum Support at any time, provided Customer pays Query’s associated fees, which may be pro-rated if the upgrade is made during the current Services Term. Customer may only terminate Platinum Support at the time of renewal of the Services Term. To terminate Platinum Support, Customer must provide written notice to Query at least thirty (30) days prior to the expiration of the current Services Term.
Issues are classified according to severity of impact on the use of the Services, according to the chart below. All disputes regarding severity classification will be resolved by Query in its sole discretion.
Priority 1 (“Critical”) — An Issue impacting a significant group of customers or any mission critical issue affecting Customer. The Services are completely unavailable to the Customer or a group of customers.
Priority 2 (“High”) — Non-critical but significant Issue affecting Customer, or an Issue degrading the Services performance and reliability. Issues that could escalate to Critical if not addressed quickly.
Priority 3 (“Low”) — Routine Issues that impact Customer or non-critical software or hardware error.
Priority 4 (“Informational”) — A minor Issue, product question, desired feature or general inquiry
|Severity||Customer Communication Goals||Resolution Target|
|1||Every hour||Four hours|
|2||Daily during Business Hours||24 hours|
|3||Weekly during Business Hours||Next major release|
|4||As required||As needed|
Communication and resolution target time commitments indicate the maximum time interval in which the Customer will be contacted to initiate support activities and internal prioritization for resolution. Best efforts will be made to immediately respond to and resolve all Critical Issues.
Query will not be responsible to provide support for Issues that arise because Customer misuses, improperly uses, mis-configures, alters, or damages the Services or otherwise uses the Services in a manner not in accordance with the Agreement.
Query must be able to reproduce errors in order to resolve them. Customer agrees to cooperate and work closely with Query to reproduce errors, including conducting diagnostic or troubleshooting activities as requested. Also, subject to Customer’s approval on a case-by-case basis not to be unreasonably withheld, users may be asked to provide remote access to their Query application and/or desktop system for troubleshooting purposes.