Support Policy
Overview
This Qbo Insights Support Policy (“Support Policy”) describes the policies and procedures under which Unscrambl Inc. (“Unscrambl”) provides technical support (“Support”) for its proprietary online service Qbo Insights SAAS (“Qbo Insights SAAS”) to its customers (each, a “Customer”).
Unscrambl may modify this Support Policy (and any referenced policies) from time to time to reflect process improvements or changing practices.
However, the modifications will not materially decrease Unscrambl’s support or security obligations as compared to those in effect as of the Effective Date of the Subscription.
Agreement
Support is provided for the period specified in the Subscription Agreement. Support is provided through Unscrambl’s online web‐based support portal located at https://helpdesk.unscrambl.com/.
This Support Policy sets forth expectations for Support between the Customer organization and Unscrambl’s Customer Support organization, including:
- who is authorized to submit issues
- how to submit issues
- what types of issues are supported
- how and when Unscrambl resolves and closes reported issues
What Support and Maintenance Services Include
If Customer is current on its payment for qbo Insights SAAS, Unscrambl shall use commercially reasonable efforts to provide Customer with Support for qbo Insights SAAS consisting of the following:
(a) web‐based submissions of Incidents (as defined below) submitted by up to the number of designated Contacts (as defined below) as specified on Appendix (Support Policy Details);
(b) guidance and troubleshooting regarding usage and connection issues related to qbo Insights SAAS;
(c) online training found on Unscrambl’s website;
(d) an online knowledge base of information and solutions that supplements the Documentation (as defined in the Subscription Agreement) and provides up‐to‐date information on qbo Insights SAAS;
(e) a forum where Customer,
partners, and other users of qbo Insights SAAS can share information and ideas about using qbo Insights SAAS; and
(f)access to an online secure site that contains submitted Incidents.
What Support and Maintenance Services Exclude
- Unscrambl has no Support obligations with respect to the issues relating from: (i) Customer’s equipment, network connections or other infrastructure; (ii) use of qbo Insights SAAS by Customer in a manner not consistent with the Documentation or in violation of the Subscription Agreement; (iii) modifications to qbo Insights SAAS by any party other than Unscrambl or (iv) failures or downtime due to any factors beyond Unscrambl’s reasonable control or due to any force majeure event as described in the Subscription Agreement.
- Unscrambl has no Support obligations for free, trial or evaluation access to qbo Insights SAAS.
- Support does not include provision of training, configuration, integration, or remote access (unless requested by Unscrambl) or onsite services as may be offered by Unscrambl or of support for any related deliverables.
Unscrambl’s Efforts.
While Unscrambl will make commercially reasonable efforts to correct errors in qbo Insights SAAS and respond to Incidents as described in this Support Policy, Customer acknowledges that it may not be possible for Unscrambl to correct every or any bug, error, or problem reported by Customer or of which Unscrambl is otherwise made aware.
Policy Details
Important details of Unscrambl’s Support Policy are set forth on Appendix to this Support Policy. This includes the business hours during which Unscrambl provides Support (which are Monday through Friday during the local times specified in Appendix) (“Business Hours”), target response times for Incidents and other details. Customer acknowledges that it has read and agreed to Appendix.
Contacts.
Support is intended to provide assistance to individuals for issues and questions beyond what is covered in the Documentation. Customers are expected to make reasonable efforts to ensure that the individuals that are designated as authorized contacts are qualified to support the Customer teams internally. To be qualified, these individuals should know the internal systems, tools, policies, and practices in use by the Customer, and they should also be proficient users of qbo Insights SAAS. Each such qualified contact is a “Contact”.
How to Submit Incidents.
Customer’s Contacts may report errors or abnormal behavior in qbo Insights SAAS (“Incidents”) through the Support Portal (unless other means are specified in Appendix). In order to expedite the resolution of Incidents, Unscrambl expects that Customer will make every attempt possible to:
- Verify that the Incident is reproducible.
- Provide information necessary to help Unscrambl track, prioritize, reproduce, or investigate the Incident, such as: Customer name and organization.
- Provide a full description of the issue and expected results.
- Categorize issues (general question, defect, enhancement request, etc.).
- List steps to reproduce the issue and relevant data.
- Provide any applicable log files or console output.
- Provide exact wording of all issue‐related error messages.
- Describe any special circumstances surrounding the discovery of the issue, e.g., first occurrence or
occurrence after a specific event, Customer’s business impact of problem, and suggested priority for
resolution. Identify Incident number in any ongoing communications with Unscrambl on an existing Incident.
Customer Cooperation.
Customer will provide information and access to Customer resources as reasonably required for Unscrambl to provide Support. Unscrambl will be excused from any non‐performance of its obligations hereunder to the extent any such non‐performance is attributable to Customer’s failure to perform such obligations.
The information we collect automatically is statistical data and does not include personal information, but we may maintain it or associate it with personal information we collect in other ways or receive from third parties. It helps us to improve our Services and to deliver a better and more personalized service, including by enabling us to:
- Estimate our audience size and usage patterns.
- Store information about your preferences, allowing us to customize our Services according to your individual interests.
- Speed up your searches.
- Recognize you when you return to our Services.
Priority Levels.
Unscrambl’s Support personnel will assign a priority level (“Priority Level”) to each Incident based on the SLAs listed in the Appendix.
Closure of Incidents.
After assigning a Priority Level, Unscrambl will use commercially reasonable efforts to provide acknowledgements, initial responses and updates based on the targets in Appendix. Incidents shall be closed in the following manner:
- For solvable issues: Depending on the nature of the issue, the resolution may take the form of an explanation, recommendation, usage instructions, workaround instructions, or modification or fix to qbo Insights SAAS.
- For issues outside of scope of Support: Unscrambl may also close issues by identifying the Incident as outside the scope of the Support pursuant to Section II above.
- Dropped Issues, Unscrambl will consider an open case dropped (and may close the case) if the Contact has not responded to two (2) attempts or more made by Unscrambl to collect additional information required to solve the case.
Security
Unscrambl will maintain industry‐standard physical and data security systems designed to prevent unauthorized access to the Unscrambl servers that make available qbo Insights SAAS. All storage, backup and archival media containing Customer Data shall: (a) be physically stored in a secured area; (b) be logically separated from any other customers’ data; and (c) be protected by industry‐standard encryption methods.
Appendix
| Severity | Response | Resource Assigned | Updates | Target Resolution* |
|---|---|---|---|---|
| Critical – 1 | 1 Hour | 4 Hours | Every 4 Hours | 24 Hours |
| High – 2 | 4 Hours | 1 Business Day | Every Business Day | 7 Business Days |
| Medium – 3 | 24 Hours | 5 Business Days | Every Week | 21 Business Days |
| Low – 4 | 48 Hours | Upon Availability | N/A | Next Release |
Appendix
The following table depicts the severity levels for the purpose of product support and patches:
| Severity Level | Description |
|---|---|
| Critical – 1 | Issue renders the product completely unusable or nearly unusable or introduces a high degree of operational and/or business risk. No workaround is available. Until the issue is resolved, the product’s use is essentially halted. |
| High – 2 | Issue renders essential functionality of the product to be consistently unavailable or obstructed and moderate level of risk. Workarounds may be available, but the product functionality is acutely degraded. |
| Medium – 3 | Issue is an inconvenience or causes inconsistent behavior, which does not impede the normal functioning of the product. This also includes UI issues where the interface to the product is not ideal, but still functioning correctly. |
| Low – 4 | Issue has a small degree of significance or is a minor cosmetic issue or is a one-off issue that is hard to reproduce. Such issues do not impact that daily use of the product, they can be accepted for a period of time until a fix is made available as part of regular release cycles. |
The SLAs for the severity levels defined above are as follows:
The support hours will be Monday to Friday: 9:00am- 5:00pm Philippines Standard Time.
The following points should be noted for the purpose of issue severity and SLAs:
The severity set for the reported defect/issues is a with respect to the product and will be purely driven by the SLA definition. The support teams will review the issue reported by the client and assign the correct severity based on the severity definitions.
The above matrix is only for the defects reported on the Unscrambl Product. This does not apply to enhancements requested by the clients.
Please note that only “Production” issues can be classified as “Critical”. All issues/defects in the staging or test environments will be classified as high/medium/low.
Please note, to be classified as critical/high/medium severity issue, clear steps to reproduce the issue must accompany the issue reported by the client.
| Support Level | Designation | Escalation Trigger | |
|---|---|---|---|
| Level-1 | Product Support | support@unscrambl.com | Request update on issue |
| Level-2 | Development Lead | support@unscrambl.com | Request update if no or unsatisfactory update from Level-1 |
| Level-3 | Product Head | support@unscrambl.com | Request update if no or unsatisfactory update from Level-1 and Level-2 support |
The following table depicts the escalation matrix, which can be used to escalate the issues to higher support level: