Support Policy
Chronosoft offers support services for the Products (“Support”) in accordance with the following terms:
Issue Submission and Customer Cooperation.
-
Customer may report errors or abnormal behavior of the Products (“Issues”) by submitting a ticket through Chronosoft’s 24-hour web ticketing system at http://chronosoft.support (“Ticket”). Customer may also escalate the Issue via a request through the support ticket. Customer will provide information and cooperation to Chronosoft as reasonably required for Chronosoft to provide Support. This includes, without limitation, providing the following information to Chronosoft regarding the Issue:
-
Aspects of the Products that are unavailable or not functioning correctly
-
Issue’s impact on users
-
Start time of Issue
-
List of steps to reproduce Issue
-
Relevant environment details including browser version and operating system
-
Relevant log files or data
-
Wording of any error message
-
Issue ID# (when specified by Chronosoft)
-
- As part of its cooperation obligations, Customer must designate an individual to perform problem determination and implementation of remedies who is (a) knowledgeable about the operation of the Products and the hardware on which it may be installed and (b) qualified to perform problem determination and remedial functions with respect to the Products.
Support Levels.
-
For such period as Customer has paid the applicable fee, Chronosoft shall provide Customer with Support consisting of the following:
-
Bronze Support. (a) Support hours from 8:00 a.m. to 5:00 p.m. Australian Eastern Standard Time or British Standard Time (as determined by Chronosoft based on Customer’s location) on Monday through Friday (excluding Chronosoft holidays); (b) Issue submission from up to two (2) designated employees of Customer (“Technical Contacts”); (c) limit of four (4) Tickets per month (no rollover) and (d) Chronosoft Support personnel assign a priority level to each Issue in their sole discretion and seek to provide responses to Issues during support hours in accordance with the table below.
-
Silver Support. (a) Support hours from 8:00 a.m. to 5:00 p.m. Australian Eastern Standard Time or British Standard Time (as determined by Chronosoft based on Customer’s location) on Monday through Friday (excluding Chronosoft holidays); (b) Issue submission from up to four (4) Technical Contacts and (c) Chronosoft Support personnel assign a priority level to each Issue in their sole discretion and seek to provide responses to Issues during support hours in accordance with the table below.
-
Gold Support. (a) Support 24 hours per day, 7 days per week; (b) Issue submission from up to eight (8) Technical Contacts and (c) Chronosoft Support personnel assign a priority level to each Issue in their sole discretion and seek to provide responses to Issues during support hours in accordance with the table below.
-
Platinum Support. Same as Gold Support but includes Issue submission from up to sixteen (16) Technical Contacts.
-
* Business hours and business days are defined according to three time zones Australian Eastern Standard Time for customer based in APAC, British Standard Time for customers based in UKI and EMEA & Pacific Time for customers based in USA. Holidays are excluded.
** Support provided to customers in Australia outside of the hours of 8:00 a.m. to 5:00 p.m. Australian Eastern Standard Time or to customers in a region other than APAC may be addressed by, and include transfer of Support data to, Chronosoft’s Support resources outside of Australia.
Exclusions.
Chronosoft will have no obligation to provide Support to the extent an Issue arises from:
-
(a) use of the Product by Customer in a manner not authorized in the Agreement or the applicable Documentation;
-
(b) general Internet problems, force majeure events or other factors outside of Chronosoft’s reasonable control;
-
(c) Customer’s equipment, software, network connections or other infrastructure;
-
(d) third party systems, acts or omissions;
-
(e) evaluation Products or other Products provided at no charge;
-
(f) any version of the Software for which Maintenance services have been discontinued by Chronosoft;
-
(g) any physical installation or removal of Software;
-
(h) visits to Customer’s site; or (i) any software code licensed separately by Chronosoft from the Software, including, without limitation, consulting code, unless generally made available to Chronosoft’s Support and Maintenance customers at no additional charge for the applicable Software.
Support Ticket Closure.
If an Issue is resolved, based on Chronosoft’s reasonable determination, or if Customer fails to respond to Chronosoft’s requests with respect to an Issue in a timely manner, Chronosoft may close the related support ticket. Customer may reopen or submit a new support ticket at any time, but Chronosoft has no responsibility to provide further Support if Customer fails to implement any reasonable recommendations for resolution of an Issue already provided by Chronosoft.
User Personal Data.
Chronosoft does not require any User personal data to provide Support. If Customer elects to provide User personal data, Chronosoft’s use is as described in its Privacy Policy at https://www.chronosoft.com.au/privacy-policySoftware Maintenance. Chronosoft provides the following maintenance for its Software products:
Definitions.
“Major Releases” means generally commercially released major new releases, modifications or enhancements to the same Software product as designated by a change in the number assigned as X in the Version Scheme. Major Releases do not include separate or different products marketed by Chronosoft under a different name even if such products are compatible with the Software.
- “Minor Releases” means generally commercially released code corrections, patches, updates and minor version releases of the same Software product as designated by a change in the number assigned as Y in the Version Scheme.
-
“Patch/Bug Fixes” means minor changes to the Software to correct any bugs or flaws or generally improve the Software. Patch/Bug Fixes are released as patches at Chronosoft’s discretion.
-
“Hotfixes” means immediate changes made to the Software in extraordinary cases to resolve critical issues.
Maintenance.
Customer Software instances will be provided with Major and Minor Releases of the same Software product(s) licensed by Customer (“Maintenance”). Chronosoft will provide notification of Major Release upgrades.
