Support
Support & Maintenance Terms
The Support policies referenced in the Software License and Support Agreement between Fuzion Technologies LLC and Customer. Capitalized terms not defined here have the meaning given in that agreement.
Response Targets
Response times represent the time within which RadFuzion will acknowledge the support request and begin reviewing it. Response times are targets, not guarantees, and do not represent guaranteed resolution times.
Customer Cooperation
Customer must provide reasonably requested information, diagnostic data, and remote access necessary to investigate the issue. Customer should perform reasonable site-level troubleshooting before contacting RadFuzion to rule out local hardware, network, and third-party system issues.
Support Scope
Support covers the Software when used in a supported environment and on a supported version. Support does not include Customer hardware, operating systems, networks, third-party systems, data entry or cleanup, custom development, or additional training unless otherwise agreed in writing.
Remote Access and PHI
If remote access is required, Customer remains responsible for authorizing and supervising that access. If RadFuzion must access PHI, such access is governed by the business associate agreement agreed between the parties.
Premium Support
Premium Support applies only when selected on an order and while the applicable Premium Support fee is paid. Where these Support & Maintenance Terms mark an entry as Premium Support, that entry applies only while Premium Support is in effect. All other terms of these Support & Maintenance Terms apply to both Standard Support and Premium Support. Premium Support fees are stated on the order. If Premium Support is not renewed, Standard Support applies without affecting the underlying Software license.
Support Hours, Contact, and Logging
| Phone Support | 8:00 AM to 6:00 PM U.S. Central Time, Monday through Friday, excluding U.S. federal holidays (Support Hours). Premium Support: Severity 1 incidents may be reported 24 hours a day, 7 days a week, including holidays. Severity 2 and Severity 3 requests are handled during Support Hours. |
|---|---|
| Support Phone | 806-910-6969 |
| Support Email | support@radfuzion.com |
| Support Includes | Software maintenance, which includes maintenance releases, enhancements, new versions, additions, and modifications to the Software, that RadFuzion provides to all other customers under support for no additional fee. Bug fixes to bring the Software into substantial conformance with its then-current user guide. Response time in accordance with the chart below. |
| Resolution Process for Severity 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. |
Response Time Chart: Standard and Premium Support
| Severity | Definition | Response goal | Details |
|---|---|---|---|
| Severity 1 | The Software is unavailable or a critical production function has stopped, with no reasonable workaround. | 4 Support HoursPremium Support: 1 hour | (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. |
| Severity 2 | A significant function is impaired, but the Software remains operational or a reasonable workaround is available. | 1 business dayPremium Support: 4 Support 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. |
| Severity 3 | A minor issue, general question, or other non-critical request. | 2 business daysPremium Support: 1 business day | Commercially reasonable efforts to include in next major release. |