legal documentation
Standard Support Plan
Last updated: October 1, 2024
General
The Standard Support Plan will be provided to Customer’s Users at no additional charge for included Services.
Availability
Support is available on weekdays, excluding holidays, during Our local business hours. Local business hours our are from 9 am to 5 pm in applicable time zone.
Access
Submitting a case
Users may log a case as follows:
1. For severity levels 1–4, use the support portal available via this link. After logging in, click “Create a Case.” Provide the requested information and then click “Submit.”
Note: for assistance with Our password resets, use the “Forgot your password?” link on the login page or contact the system administrator. For assistance with Our usernames and lockouts, Users should contact their system administrator. For security reasons, We does not provide contact information for system administrators.
Reproducing errors
We must be able to reproduce errors in order to resolve them. You agree to cooperate and work closely with Us to reproduce errors, including conducting diagnostic or troubleshooting activities as reasonably requested and appropriate. Also, subject to Your approval on a case-by-case basis, Users may be asked to provide remote access to their thinkowl.com account and/or desktop system for troubleshooting purposes.
Escalation / Severity Levels
| Severity Level | Description and Examples |
|---|---|
|
Level 1 – Critical |
System unavailability (for all users) and data integrity issues with no workaround available. |
|
Level 2 – Urgent |
Major functionality is impacted or significant performance degradation is experienced. Issue is persistent and affects many users and/or major functionality. No reasonable workaround available. Also includes time-sensitive requests such as requests for feature activation or data export. |
|
Level 3 – High |
System performance issue or bug affecting some but not all users. Short-term workaround is available, but not scalable. |
|
Level 4 – Medium |
Inquiry regarding a routine technical issue; information requested on application capabilities, navigation, installation or configuration; bug affecting a small number of users. Reasonable workaround is available. The resolution required as soon as reasonably practicable. |
Excluded Items
The Standard Support Plan does not include any of the following:
- Assistance with Our password resets. Users should click the “Forgot your password?” link on the login page or contact their system administrator;
- Assistance with Our username. Users should contact their system administrator;
- Assistance for the recovery of data that has been actively deleted by the user.
- Assistance with Our lockouts due to incorrect login attempts. Users should contact their system administrator to unlock the account, or wait for the lockout period to expire;
- Assistance in developing User-specific customizations;
- Assistance with Non-Service Applications, services or technologies, including implementation, administration, or use of third-party enabling technologies such as databases, browsers, firewalls, computer networks or communications systems;
- Assistance with any kind of third-party applications, whether authored by Us, Customer or a third party; or
- Assistance with installation or configuration of hardware, including computers, hard drives, networks, or printers.
- Performing any kind of configurations of Your account.
