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Web Support and Maintenance Terms

Support Email Customersupport@fullcast.io
Maintenance,
Response and
Resolution Time		 Service maintenance, which includes maintenance releases, enhancements, new
versions, additions, and modifications to the Service, that Provider provides to all
other customers under support for no additional fee. 

Bug fixes to bring the Service into substantial conformance with Provider’s then- current user guide.

Response time in accordance with the chart below. 
Resolution Process for Issues of Severity Levels 1 and 2:

(1) Trouble Ticket opened.

(2) Assign engineer to determine and correct the error.

(3) Periodic reports on the status of the correction.

(4) Initiate work to correct the error.

Scheduled Outages are usually scheduled during weekend hours and customers
are usually notified via email.




Response Time Chart

SEVERITY
LEVEL		 DEFINITION RESPONSE
GOAL		 DETAILS
1 Service substantially fails
to perform.		 4 hours (1) Trouble Ticket opened.

(2) Assign engineer to determine and
correct the error.

(3) Periodic reports on the status of
the correction.

(4) Initiate work to correct the error.
2 Substantial degradation in
performance of the Service.		 4 hours (1) Trouble Ticket opened.

(2) Assign engineer to determine and
correct the error.

(3) Periodic reports on the status of
the correction.

(4) Initiate work to correct the error.
3 Minimal-to-no impact on
the availability or
performance of the Service.		 4 hours Commercially reasonable efforts to
include in next major release.