This Support Policy describes the support services provided by Oxen to Customer.
1. Definitions
âBusiness Dayâ means Monday through Friday (Customer Local Time), excluding public holidays in the country where Customer is based.
âBusiness Hoursâ means 9:00 a.m. to 5:00 p.m. (Customer Local Time) on Business Days.
âGA Releaseâ means the current generally available Major Release of the Solution plus the previous Major Release (e.g. Vers. 7.2 and 7.1).
âLong-Term Support Releaseâ or âLTS Releaseâ means each x.1 release of the Solution;
âMaintenance Releaseâ means an Upgrade to the Solution bringing fixes and security updates to an existing Major Release;
âMajor Releaseâ means each new release of the Solution where the number after the decimal point changes e.g. Vers 7.1, 7.2.
âSupport Contactâ means Authorized Users registered in the Oxen Support Portal account.
âUpgradesâ all new versions, updates, and upgrades of the Solution made generally available to Oxenâs customer base.
2. Technical Support Contact Information
The number of Support Contacts that may contact Oxen technical support will be as set out in the Order. If the Order contains no limit, the number of Support Contacts will be limited only by the number of seats in Customerâs plan. Customerâs Support Contacts may contact Oxen technical support by opening a case via the Oxen Support Portal (https://app.formcrafts.com/oxen-issue).
3. Support Services Obligations
3.1 Customer shall use the Oxen Support Portal to report any failure of the Solution to operate in accordance with its Documentation (âErrorâ). Oxen shall use commercially reasonable efforts, commensurate with the severity of the Error, to correct the Error.
3.2 Customer shall conduct reasonable and adequate research with respect to any claimed Error prior to contacting the Oxen Support Portal. Customer will respond promptly to all reasonable Oxen requests for information and assistance regarding an Error.
3.3 Each reported Error will be logged and assigned a tracking identifier which will be provided to Customer. Customer may suggest the severity level when submitting an Error. Oxen shall be entitled to adjust the severity based on the definitions in Paragraph 3.5. Any support for Upgrades will be designated as Severity 3.
3.4 Oxen does not provide Support for any customizations of the Solution nor any scripts, extensions, APIs or similar that are created for Customer unless agreed otherwise in writing.
3.5 If Customer contacts Oxen about a version of the Solution that was released more than 24 months before the most current LTS Release, Oxenâs support obligations will be limited to assisting with queries related to matters covered by the Documentation and requests to install Upgrades.
3.6 Oxen shall use commercially reasonable efforts to deliver a solution or an action plan to correct any reported Error as follows:
Severity
Oxen Responsibilities
Customer Responsibilities
Definition
1
Resources available 24x7 until a resolution or workaround is in place.
Designated resources available 24x7 until a resolution or workaround is in place. Ability to provide necessary diagnostic information.
A condition in which all or a critical portion of the Solution is not operating.
2
Resources available Monday through Friday during Business Hours until a resolution or workaround is in place.
Resources available Monday through Friday during local Business Hours until a resolution or workaround is in place. Ability to provide necessary diagnostic information.
A condition in which the Solution is degraded, but there is some capacity to operate the Solution by a majority of Customerâs users.
3
Resources available Monday through Friday during Business Hours until a resolution or workaround is in place.
Resources available Monday through Friday during Business Hours until a resolution or workaround is in place. Ability to provide necessary diagnostic information.
A condition whereby Customer has experienced a partial, non-critical loss of functionality of the Solution.
4
Solid understanding of Customer request documented in Oxen systems for review by Product Management.
Use cases for the feature request and specifics on requested functionality
A condition whereby functionality of the Solution is not affected, but a change is desired solely for aesthetic, âlook and feel,â or similar reasons.
Severity
Initial Response Target
Update Frequency Target
1
Within 1 Business Hour
Continuous effort with written updates every 4 hours
2
Within 2 Business Hours
Updated every Business Day
3
Within 8 Business Hours
Updated every 3 Business Days
4
Within 2 Business Days
N/A, feature request
3.7 For a Severity 1 Error, the parties agree to activate a management call-out and escalation list for the purpose of problem resolution.
3.8 With Customerâs written permission, Oxen may access error logs and application logs held by Customer for the sole purpose of providing proactive support and fixes to the affected Solution. This may require a connection to Customerâs system, or Customer can establish a means of getting this information to Oxen personnel in a manner conducive to providing efficient support (e.g., posting logs to a secure ftp site).
4. Maintenance
4.1 This paragraph 4 details the Maintenance provided to Customer.
4.2 Oxen shall make Upgrades available to Customer without additional charge.
4.3 For the on-premise version of the Solution, Customer may download and install an Upgrade once the Upgrade is released.
4.4 For Customers using the on-premise version of the Solution, Oxen will provide Maintenance Releases for each GA Release. Each LTS Release will receive Maintenance Releases until the release of the next LTS Release.
4.5 For the SaaS version of the Solution, Oxen shall be entitled to perform maintenance to the Solution or any elements of its hardware or infrastructure as Oxen deems necessary for the provision of the Solution and Upgrades will be automatically applied to the Solution. Oxen shall give Customer no less than 10 days notice of any scheduled Maintenance (âScheduled Maintenanceâ) and as much notice as possible for any other Maintenance. Oxen will inform Customer of updates via email. During Maintenance, Customer may not be able to access the Solution. Oxen shall use commercially reasonable efforts to keep the frequency and duration of impeded access during Maintenance to a minimum.
4.6 Oxen shall be entitled to update the Documentation to reflect Upgrades or at any other time for any other reason.
5. Exclusions
This Support Policy does not apply to any software, equipment, or solutions not purchased from Oxen. This Support Policy does not apply if Customer is in material breach of this Agreement or payment is overdue for any undisputed invoice.
6. Changes to Support
Oxen is continually seeking to improve the service it provides to customers, including technical support. Oxen shall be entitled to update this Support Policy at any time and the version applicable will be the then current version. Oxen will provide no less than 30 days' written notice if any update to the Support Policy will have a material adverse effect on Customerâs use of the Solution or Oxenâs obligations under this Support Policy. In such circumstances, Customer shall be entitled to terminate the relevant Order by giving written notice to Oxen within 60 days of the notice date on Oxenâs notice of changes to this Support Policy. If Customer terminates, Oxen will promptly provide a pro-rata refund of the license fees that have been paid in advance for the remainder of the Subscription Term for the applicable Solution, calculated from the date of termination.