RazorRez Software Support Policies

This Software Support Policy (“Support Policy”) describes the policies and procedures under which RazorRez, (“RazorRez”) provides support services (“Support Services”) for its proprietary software product(s) (“Software”) to its customers (“Customer”). Support Services are provided for the Software pursuant to the separate license agreement under which RazorRez provides Customer Support Services (“License Agreement”) and are subject to the terms and conditions of that License Agreement and the terms of this Support Policy. Support Services are provided for the terms specified herein, or for the period otherwise specified in the License Agreement.

 

Section 0 – Definitions

Major Releases (A.b.c) means generally commercially released major new releases, modifications or enhancements to the Software as designated by a change in the number to the left of the decimal in the version number. Major Releases are normally identified by the first number prior to the first decimal point.


Minor Releases (a.B.c) are normally identified by the first number immediately following the first decimal point. For example, 3.2 is a Minor Release of 3.0. Minor releases usually include feature improvements, new functions and cumulative bug fixes.


Maintenance Releases (a.b.C) means generally commercially released code corrections, patches, updates of the Software as designated by a change in the number to the right of the second decimal in the version number. For example, 3.2.2 is a Maintenance Release of 3.2.

Supported Platforms RazorRez supports use of the Software only on the platforms specified by RazorRez with the Software.

Supported Software – RazorRez Call Center, RazorRez Point Of Sales, RazorRez Api.

Maintained Software - Maintained Software is available for sale and is fully supported in the Supported Platforms from the date upon which a product becomes Maintained Software, until the date it becomes Retired Software. 

Retired Software - Retired Software is not available for general sale. Support is provided for Retired software. However, RazorRez will no longer provide feature developments or product enhancements for Retired Software. 

End of Life Software - RazorRez may cease support for Retired Software after 12 (twelve) months from the time it has become Retired Software. RazorRez shall make end of life (or endofsupport) announcements in the Customer Portal.

Customer Portal is RazorRez’s online webbased customer portal located at support.razorrez.com/support/home

Renewal - Unless otherwise agreed to in writing by the Customer and RazorRez, Support Services will commence on the date of RazorRez receipt and acceptance of Customers Software Licensing payment and will continue thereafter for the duration of Customer Software Licensing payment term, (monthly, quarterly or yearly). All terms and conditions hereof shall remain in effect during each Licensing and Support payment and term.

Section 1 – Support Plans

1.1 Standard Support Plan – “Application Licensing; Included Monthly Technical Services Hours”

      1. Set of Support Services and Support Services hours provided by RazorRez and included with Customer

          monthly, quarterly or yearly software licensing plan and payment.

      2. Support Services hours exceeding "Application Licensing; Included Monthly Technical Services Hours" requires

          a Prepaid Professional Services Plan.

      3. All Support Services hours performed by RazorRez based on Support Services performed Monday through

          Friday, 8am to 6pm, Eastern Standard Time. After hours, weekends and holidays will be calculated at 1.5 hours

          per 1.0 Support Service hour performed.

      4. "Application Licensing; Included Monthly Technical Services Hours" do not roll over to future months.

      5. See section 3.0 for Standard Support Plan Support Services details, inclusions and exclusions.


Section 2 – Overview

2.1 Support Services are provided via the Customer Portal, and additional methods as indicated on the Support Policy. This Support Policy sets forth expectations for Support between the Customer organization and RazorRez’s Customer Support Team, including:

1.  Who is authorized to submit issues

2.  How to submit issues

3.  What types of issues are supported

4.  How and when RazorRez resolves and closes reported issues


Section 3 – Scope

3.1 What Support Services Include. If Customer is current on its payment for its Software Licensing, RazorRez shall provide Customer with Support Services consisting of the following:

1. Webbased submissions of Incidents (as defined below) submitted by up to the number of designated

    Contacts (as defined below) as specified on the Support Policy.

2. Major Releases, Minor Releases, and Maintenance Releases of the Software.

3. Documentation found on the RazorRez Customer Portal website

4. Provision of guidance and troubleshooting to Customer in connection with questions and issues arising from

    the following Customer activities with respect to the Software:

                        1. Configuration Issues: Support for configuration includes troubleshooting Customer’s configuration

                          settings for existing installations on Supported Platforms (as defined below) to ensure proper

                          operation and connectivity.

                      2. Usage: RazorRez’s qualified personnel can provide understanding in regards to Customer’s

                           "how to" questions related to standard and intended Software usage.


3.2 Upgrades. Support Services may include new versions of the Software, when and if made commercially available by RazorRez (Major Release, Minor Release or Maintenance Release). If RazorRez labels the new version of the Software as an upgrade or update to Software previously licensed to Customer ("Previous Version"), Customer may replace the Previous Version (including all installed copies) with the new version.

3.3 Efforts to Correct the Software. RazorRez shall make commercially reasonable efforts to correct bugs or other errors in the Software. Customer acknowledges that RazorRez is not required to correct every or any bug, error, or problem with the Software that it reports to RazorRez or of which RazorRez is otherwise made aware. Bugs are not corrected for Software declared as Retired or End of Life.

3.4 Support Exclusions. The following are excluded from RazorRez’s Support Services obligations:

1.   Software that is used on or in conjunction with hardware or software other than as specified by RazorRez.

2.   Altered or modified Software, unless altered or modified by RazorRez.

3.   Defects in the Software due to accident, hardware malfunction, abuse or improper use.

4.   Any version of the Software for which Support Services have been discontinued by RazorRez and/or

      version of the Software that has become End of Life Software

5.   Free and Open Source Software distributed by RazorRez or other Software provided at no charge.

6.   Any Software sold separately by RazorRez, including, without limitation, consulting code, unless generally

      made available to RazorRez’s customers at no additional charge for the Software.

7.   Supporting services do not cover hardware, operating systems, networks, or thirdparty software.

8.   Customized software and/or systems development.

9.   Consulting and engineering.

10. Database and/or data services.

11. Performance tuning and optimization

12. Migrations, integrations, implementations and process improvements

13. Product training.

14. Installation services.

15. Any issues arising from nonstandard usage of the Software.

16. Any on-site services.

17. Other issues which RazorRez advises Customer fall outside the scope of Support Services

    

3.5 Additional Services. RazorRez separately offers fee‐based professional services to address issues related to:

1.   Customized software and/or systems development.

2.   Consulting and engineering.

3.   Database and/or data services.

4.   Performance tuning and optimization.

5.   Migrations, integrations, implementations and process improvements.

6.   Product training.

7.   Installation services.

8.   Any issues arising from nonstandard usage of the Software.

9.   Any on-site services.

10. Other issues which RazorRez advises Customer fall outside the scope of Support Services.

11. Support Services hours exceeding "Application Licensing; Included Monthly Technical Services Hours"

 

Section 4 – Process

4.1 Customer shall obtain Support Services by reporting individual issues to RazorRez. Each individual issue reported to RazorRez shall be tracked from initial report through final resolution (each such issue, an “Incident”).

 

4.2 Submission

Who May Submit Incidents. Support Services are intended to provide assistance to individuals for issues and questions beyond what is covered in the Customer Portal. Customers are expected to make every effort to ensure that the individuals that are designated as authorized contacts are qualified to support the Customer teams internally. To be qualified, these individuals should know the internal build systems, tools, policies, and practices in use by the Customer, and they should also be proficient users of the Software. Each such qualified person is a “Contact”. Customer shall be entitled to designate the number of Contacts specified in the Support Policy as authorized to submit support Incidents. Customer may designate at least one authorized Contact with a maximum of three authorized Contacts. Only Customer authorized Contact(s) may submit change requests to the list of authorized support Contacts in writing.


How to Submit Incidents. Incidents are to be submitted to RazorRez by an authorized Customer Contact through the Customer Portal. 


How to Report an Incident. In order to expedite the resolution of Incidents, RazorRez expects that Customer will make every attempt possible to:

       1. Verify that the Incident is reproducible on the Supported Platforms for the Software (as applicable).

        2. Provide the info necessary to help RazorRez track, prioritize, reproduce or investigate the Incident, such as:
                a. Provide a full description of the issue and expected results.

                b. Categorize issues (general question, defect, enhancement request, etc.).

                c. List steps to reproduce the issue and relevant data.

                d. Provide any applicable log files or console output.

                e. Provide exact wording of all issue‐related error messages.

                f. Describe any special circumstances surrounding the discovery of the issue, e.g., first occurrence or

                   occurrence after a specific event, Customer’s business impact of problem, and suggested priority

                   for resolution.

                g. Identify Incident number (i.e. support ticket number) in any ongoing communications with RazorRez

                    on an existing Incident.

 

4.3 Support Response and Incident Resolution Response.

For each Incident reported by Customer in accordance with these procedures, RazorRez shall:

        1. Confirm receipt of the reported Incident.

         2. Set a Priority Level for the Incident in accordance with the terms below. Customer designated priority taken

             into account, but RazorRez may elect to reassign priority at any time.

         3. Respond to the Incident and RazorRez gives a proposal for solution based on initial information obtained.

         4. Analyze the Incident and, as applicable, verify the existence of the problem(s) resulting in the Incident,

            which may include requesting that Customer provide additional information, logs, and re‐execution of

            commands to help identify the root cause and dependencies of the reported issue.

         5. Give Customer direction and assistance in resolving the Incident.

         6. Keep a record of ongoing communications with Customer.

         7. Use reasonable commercial efforts to resolve the Incident in a timely manner.


4.4 Prioritization. RazorRez will prioritize Incidents according to the following criteria:

SeveritySummaryDescription
URGENTSoftware is absolutely unusableSupport Cases are the highest priority and receive first attention. A Severity 5 Support Case means the Software is completely inoperable and inaccessible to 100% of the Customer's users.
HIGHUse of the software is strongly impaired

Support Cases are when the Software has severely impacted the performance of its intended use and is causing a material and adverse impact for a majority of the users; or, the Software is materially not operating within the designed functionality and it isimpacting a majority of the Customer’s users.

NORMALUse of the software is limited

Support Cases are when the use of the Software has impacted the performance of some of the users, or the Software is not operating within the designed functionality and it is impacting some of the Customer’s users.

LOWUse of the software is slightly limited
OR change request OR suggestion

Support Cases are standard request for assistance and may include questions of how to use the Software. It also includes change request and suggestions.

 

Support Cases are when the Software is operating within the designed guidelines and the Customer would like to record an idea for inclusion in future releases. RazorRez may or may not provide feedback on enhancement requests. Low priority Support Cases are closed once the information has been recorded.




4.5 Resolution and Closure

1. Incidents shall be closed in the following manner: For solvable issues, depending on the nature of the

    issue, the resolution may take the form of an explanation, recommendation, usage instructions, workaround 

    instructions, or advising Customer of an available software fix.

2. In the event that custom or unsupported plugins or modules are used, RazorRez may ask, in the course of

    attempting to resolve the issue, that the Customer removes any unsupported plugins or modules. If the

    problem disappears upon removal of an unsupported plugin or module, then RazorRez may consider the

    issue to be resolved.

3. For issues outside of scope of Support Services, RazorRez may also close issues by identifying the Incident

    as outside the scope of the Support Services or arising from a version, platform, or usage case which is

    excluded from the Support Policy.

4. Dropped Issues, RazorRez will consider an open case dropped if the Contact has not responded to two

    (2) attempts or more made by RazorRez to collect additional information required to solve the case.

    If RazorRez has contacted the Contact twice and there has been no response, the case may be

    closed by RazorRez. If there is significant delay, 5 business days or more, in response from Contact,

    RazorRez may close the case.

5. Customer acknowledges that it may be necessary to update the installed version of the software to a new

    version in case RazorRez decides or has resolved the issue in a newer version.

 

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