RackNap application specific Support via issues logging into RackNap in order to help Customer locate and correct problems with the Software.
Bug fixes and code corrections to correct Software malfunctions in order to bring such Software into substantial conformity with the operating specifications. These defects will not be counted against the ticket purchase that you may have done.
All extensions, enhancements and other changes that RackNap, at its sole discretion, makes or adds to the Software and which RackNap furnishes, without charge, to all other Subscribers of the SaaS Service.
RackNap shall respond to any request for Maintenance and Support from the Customer in accordance with the timeframes in the table below. If a problem or issue cannot be resolved within (5) days, it will be escalated to RackNap's next level of senior support personnel. The Customer shall identify the priority level for each incident in accordance with the definitions defined within section "Definition of Severity" of this document, whereas such determination is subject to agreement by RackNap's support personnel:
|Priority||Response Time||Target Temporary Resolution or Workaround||Permanent Fix|
|Severity 1||≤ 3 hours||< 8 hours||30 business days|
|Severity 2||≤ 4 hours||< 12 hours||45 business days|
|Severity 3||≤ 6 hours||< 48 hours||60 days|
|Severity 4||≤ 12 hours||N/A||Appropriate release|
Hotfixes for temporary resolutions will be included in the appropriate official release of the software.
Target Temporary Resolution or Workaround ("Target Times") are based on RackNap's experience and professional assessment of the time it takes to solve issues at various severity levels. RackNap shall always maintain sufficient resources, processes, policies, technology and safeguards to achieve the Response and Target Times and shall use continuous and best efforts to achieve Response and Target Times with minimum impact on the Customer's business.
If the Target Times for workaround or resolution above are not achieved, RackNap shall escalate the problem to the next higher support manager for the Customer.
If RackNap fails to achieve Target Times notwithstanding the foregoing, RackNap's conduct shall not be considered a breach for so long as RackNap complies with the representations and warranties in this agreement. This Service Level Agreement shall operate subject to availability and working of Microsoft Azure Network in ideal conditions only.