Maintenance and Support Agreement
In this Maintenance and Support Agreement, the following definitions have the meanings set forth below:
1. Defined Terms. In addition to the terms defined above, the following terms shall have the following meanings whenever used in this Agreement with initial letters capitalized. Any capitalized term used in this Agreement that is not defined herein shall have the meaning attributed to such term as set forth in the Agreement:
(a) “Help Desk Support” shall mean the Fluence location which initially processes questions and issues raised by authorized users or Customer Contact(s) regarding the availability or functionality of the Service.
(b) “Service” or “System” shall mean the Fluence software suite and platform.
(c) “Customer Contact” shall mean that individual(s) authorized by Customer to be the primary interface with Fluence regarding the Service, and Customer shall provide Fluence with the necessary contact information for this individual.
2. Fluence Support is available to help Customers through its Support Portal via web or email. Fluence will respond to questions or issues regarding the use of the Service and to help identify, verify, and resolve problems with the Service during the following hours.
Monday through Friday, 9:00 a.m. to 5:00 p.m., North America (EST).
Monday through Friday, 9:00 a.m. to 5:00 p.m., Europe (UTC).
Fluence Support Help Center - https://support.fluencetech.com
Fluence Support Email - support@fluencetech.com
Upon receipt of notice of an error, Fluence will assign a severity level and respond according to the following criteria:
Urgent Priority
Description and Examples
Issue critically affects the primary business service, major application, or mission critical system. Characteristics of an urgent case include:
*Business service is not operational
*Production system crashes
*Data integrity at risk
Response Time
Fluence will respond during standard support hours within 2 hours of the case being submitted, and will continuously work until a workaround or a fix is provided for the issue.
Communication
Customer will be updated twice daily on progress or more frequently based on the situation.
High Priority
Description and Examples
Service performance issue affecting some but not all customers. The service has a functional loss which does not impede processes from being completed, but affects performance or user quality.
Response Time
Fluence will respond during service support hours within 1 day of the case being submitted. Support will work during standard support hours to resolve.
Communication
Customer will be updated twice daily on progress or more frequently based on the situation.
Normal Priority
Description and Examples
Inquiry regarding a routine technical issue; information requested on service capabilities, navigation, installation or configuration; Issue affecting a small number of company customers.
Response Time
Fluence will respond during support hours within 2 days of the case being submitted.
Communication
Customer will be updated weekly on progress.
Low Priority
Description and Examples
Non-critical cases, general questions, enhancement requests, or documentation cases.
Response Time
Fluence will respond during service support hours within 3-4 days of the case being submitted.
Communication
Customer will be updated on an as needed basis.
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