Last Updated: October, 18 2024
AVAILABILITY OF SERVICES. CoreView will use commercially reasonable efforts to make the Products and Services available to Customer at least 99.9% of the time during any calendar month excluding Excusable Downtime (the “Availability Commitment”). “Excusable Downtime” means time that the Services are not available to Customer because of (a) maintenance which is scheduled (i) each week between 12:01 a.m.and 3:00 a.m. Saturday Eastern time, or (ii) during the third week of each month between6:00 p.m. Saturday and 6:00 a.m. Sunday Eastern time (collectively, the “Standard Windows”) or planned maintenance which cannot be reasonably scheduled during the Standard Windows for which at least 24 hours advance notice is given, (b) outages caused by misuse of the Services by Customer in breach of this Agreement, or (c) Force Majeure Events or (d) issues arising from third-party services that CoreView depends on for operation. The Services are considered tobe available when any authorized user can successfully log-in.
CUSTOMER CARE CENTER. CoreView will make available to Customers a cloud-based customer service and support center (the “Customer Care Center”) for use by the Customer for obtaining Support Services.Customer can access the Support Center twenty-four hours a day at the following address: help.coreview.com
The Customer Care Center provides the online User Manual, Product roadmap updates, release notes, FAQs, and CoreVoice (for requesting new product features). It also serves as the portal for accessing the other support resources. It includes a library of information to support a best practices approach to using CoreView. It includes access to the CoreSuccess Methodology, CoreView User Guide, Onboarding Guidelines, Tips &Tricks, and webinars. This content is continually updated.
Customers are expected to utilize the Support Center to access knowledge resources, and request support by logging a Support Case. A Customer’s Support Case will be assigned a unique tracking number and a confirmation sent to the Customer via email. Before opening a Support Case, Customers are expected toperform reasonable troubleshooting and problem analysis to determine if the problem can be resolved by the Customer without the need for additional support. CoreView is not responsible for responding to a Customer’s request for support that is not properly submitted using the Customer Care Center.
DELIVERY OF SUPPORT SERVICES. CoreViewSupport Services provide virtual and online Support Services. The Customer Care Center allows customers to log issues twenty-four hours a day,except during the hours of scheduled maintenance. The help desk is monitored by the experienced and knowledgeable CoreView Customer Care Team. Its primary goal is to provide timely and satisfactory resolutions or workarounds for CoreView products and services. Customers have multiple contact methods available, including Live Chat, Customer Care Center, and email. The Customer Care Center is also available for Customers to access product Documentation, release notes, news and alerts, and other valuable information. Customers are expected to rely on these online resources. Customers can also purchase consulting, education, and higher levelsof Support by execution of an Order or a Statement of Work.
HOURS OF SUPPORT. The Customer Care Center is available twenty-four hours a day, except during thehours of scheduled maintenance. Our support team is available 24/7, including weekends and holidays.
In the event of a critical issue, CoreView will make reasonable efforts to ensure that a member of their support staff can be reached outside of the reached outside of the hours set forth above to address the issue promptly. Customer may also purchase higher levels of Support Services as mutually agreed by the parties pursuant to an Order.
RESPONSE TO SUPPORT ISSUES. Customers submitting an Issue through the Customer Care Center are asked to provide an assessment of the Issue’s Severity (business impact) and Urgency (speed of resolution). Based in the information provided by the Customer,the Customer Care Center will automatically prioritize the Support Case. Customers can track their issues online via the Customer Care Center. The response times from CoreView during normal business hours for Customer Support Cases, based on Priority, are as follows:
LIMITS ON SUPPORT SERVICE. CoreView shall have no obligation under this Agreement to provide Support Services in respect of any fault or Error caused by:
Support is available for maintaining and troubleshooting CoreView services. It does not include supporting Microsoft 365 services.
RESPONSE RATE. CoreView cannot guarantee a response rate. The response rate depends on various factors,such as client system performance, network capacity and network speed. Microsoft Cloud infrastructure and APIs response rate are not guaranteed and can indirectly impact CoreView.
SERVICE LEVEL AGREEMENT IN ORDER FORM. Licensor agrees to maintain service levels and standards forthe performance of Licensed Materials as set forth above unless otherwise agreed in the applicable Order Form.
EXCLUSION OF BETA AND PREVIEW VERSIONS. Please be aware that the terms and conditions outlined in this Service Level Agreement do not apply to any Beta and Preview versions of the CoreView services. Such versions are provided"as is" and "as available", without any service level agreement, service credit, or other obligations as otherwise provided in this agreement. Customers using Beta and Preview versions of our services acknowledge that these versions may contain bugs, errors, and other issues, and agree that use of these versions are at their own risk. CoreView disclaims any responsibility or liability related to the performance, availability, or maintenance of Beta and Preview versions and any impact they may have on a Customer’s environment. Customers are strongly encouraged to not use Beta and Preview versions in production environments unless explicitly instructed by CoreView or Simeon Cloud.