Support & Maintenance Terms
Phone Support: Requires Phone Support Subscription 8am to 6 pm EST (Monday – Friday) (excluding company holidays)
Support Phone: (800) 215-1450
Support Email: support@exam4enterprise.com
Case Logging
Telephone Support
Email Support
Software service maintenance, which includes maintenance releases, enhancements, new versions, additions and modifications to the service, that it provides to all other customers under support for no additional fee. It does NOT include anything created via professional services or by other vendors.
Bug fixes to bring the service into substantial conformance with its then current user guide.
Response time of 4 business hours
Resolution Process
- Trouble Ticket opened
- Assign engineer to determine and correct the error
- Periodic reports on the status of the correction
- Initiate work to correct the error
Scheduled Outages are usually scheduled during weekends and customers are usually notified via
| Severity | Definition | Response Goal | Details |
Severity 1 | Service substantially fails to perform |
1 hour | – Trouble Ticket opened – Assign engineer to determine and correct the error – Periodic reports on the status of the correction – Initiate work to correct the error |
Severity 2 |
Substantial degradation in performance of the Service |
2 hours | – Trouble Ticket opened – Assign engineer to determine and correct the error – Periodic reports on the status of the correction – Initiate work to correct the error |
Severity 3 |
Minimal to no impact on the availability or performance of the Service |
3 days |
– Commercially reasonable efforts to include in next major release |