Technical Support Policy
Last updated: March 24, 2023
This API7 Support Policy (“Policy”) describes the support and maintenance services API7 provides to its customers who purchase a subscription to API7 products and services (“Products”). All capitalized terms used but not defined in this Policy have the meaning given them in the agreement that references this Policy (“Agreement”) between API7 and the applicable customer (“Customer”), unless otherwise defined in this Policy. This Policy applies during the applicable subscription term for the Products (“Subscription Term”) and is subject to the terms of the Agreement and the ordering document under which the Customer purchases the Products (“Order Form”).
“Business Hours” means an hour during Monday through Friday other than a day designated from time to time as a national holiday in the place from which Support Services may be provided.
“Local Time” means 9AM – 6PM business hours in the time zone applicable for the location shown on the Order Form for the Ship-To entity.
2. Severity Levels
Severity Level 1: A problem that severely impacts your use of the software in a production environment (such as loss of production data or in which your production systems are not functioning). The situation halts your business operations and no procedural workaround exists.
Severity Level 2: A problem where the production environment is operational but functionality is severely reduced. The situation is causing a high impact to portions of your business operations and no procedural workaround exists.
Severity Level 3: A problem that involves partial, non-critical loss of use of the software in a production environment or development environment. For production environments, there is a medium-to-low impact on your business, but your business continues to function, including by using a procedural workaround. For development environments, where the situation is causing your project to no longer continue or migrate into production.
Severity Level 4: A general usage question, reporting of a documentation error, or recommendation for a future product enhancement or modification. For production environments, there is low-to-no impact on your business or the performance or functionality of your system. For development environments, there is a medium-to-low impact on your business, but your business continues to function, including by using a procedural workaround. This is the default severity level until otherwise indicated by API7 in writing.
3. Targeted Response Times
|Severity Level||Standard Support Policy||Enhanced Support Policy|
|1||2 hours (24 x 7 x 365)||30 minutes (24 x 7 x 365)|
|2||4 Business Hours Local Time||2 hours (24 x 7 x 365)|
|3||8 Business Hours Local Time||4 Business Hours Local Time|
|4||16 Business Hours Local Time||8 Business Hours Local Time|
4. Support Tickets
To initiate a support matter, please log a ticket via our online ticketing system.
Subscriber may be provided the opportunity to use Slack to connect with support personnel. Slack is provided to enable collaboration between API7 and its Subscribers. All issues should be logged as support tickets and not initiated via Slack.
6. Support Restrictions
Subscriber agrees not to use the Support Services in connection with the development, deployment, enablement and/or maintenance of any non-API7 Technology that competes with API7's Product offerings.
Notwithstanding anything in this Policy or otherwise, API7 will have no liability or obligation: (a) the Subscriber has violated any use restrictions found in Subscriber’s agreement with API7; (b) an issue is caused by the negligence, misconduct, or misuse of the Product by Subscriber; (c) any issue that is caused by third-party software; (d) for evaluation, proof-of-concept, free or trial period use of the Software or Products; (e) general Internet problems, outages at API7's cloud service provider, denial of service attacks, or other factors outside of APi7's reasonable control.
Service or repair of the Software by anyone other than API7 (or an authorized representative of API7) will void API7's obligations in this Policy.
Support does not include professional services such as on-site support, consulting, or system design, program coding, project management, facility management or support for incompatible products or third-party products or services.
API7 Cloud SLA ADDENDUM
This API7 Cloud SLA Addendum (“Addendum”) supplements the API7 Support Policy. This Addendum applies if Customer has purchased a subscription to API7 as specified in the applicable Order Form between API7 and the Customer, or between Customer and an API7 reseller, and is subject to the terms of the agreement (the “Agreement”) referenced in the Order Form and the terms of API7's Support Policy. Terms used but not defined in this Addendum have the meaning given them in the Support Policy or the Agreement.
SERVICE LEVEL AGREEMENT – API7 CLOUD SERVICES. The target availability for API7 Cloud (the “API7 Cloud Services”) is 99.9% per calendar month (based on minutes of availability/total minutes per month (“API7 Cloud Service Level”). The target availability excludes maintenance (“Scheduled Downtime”) in respect of which API7 has provided Customer at least 24 hours advance notice. If the API7 Cloud Service fails to meet the API7 Cloud Service Level in a given month (“Service Level Failure”), then as Customer’s sole and exclusive remedy, and API7's entire liability, Customer will receive the applicable service credit as set forth in the table below (“Service Credits”), provided that Customer requests Service Credits within 15 days after the end of the calendar month in which the Service Level Failure occurred.
Service Level Credit Calculation
|Availability||Service Credit (Equal to % of fees allocable to the month in which the Service Level Failure occurs)|
|Under 99.9% but greater than or equal to 99.0%||5%|
|Under 99.0% but greater than or equal to 95.0%||10%|
Service Credits can only be applied towards future fees. Service Credits may not be exchanged for, or converted to, monetary amounts.