Support Services

Version: Generation 7 (Cloud, Private Cloud)

1. Definitions

“Administrative User” is a named user who holds the elevated role of power user or site administrator within the Service. An Administrative User has the required rights and access to make global configuration changes, amend access control and enable features and components within the Service. 

“Bug” means errors in a software program that cause the software to fail to function as intended.  

“Bug Fixing Program” as defined in clause 7. 

“Documentation” means any documents in electronic format or in paper copy, including specifications, provided by the Supplier in connection with this policy.  

“End User” is a named user provisioned by the Customer who accesses the Service. 

 “Issue” means (i) a failure of the “Service” (as described in the Pricing Schedule) to substantially conform to the functional specifications set forth in the Documentation or (ii) a question, query or problem report made to the Supplier in relation to the Service. 

“Pricing Schedule” means [the Sales Agreement or the proposal provided to the Customer].  

“Release” means a revision to Service containing Bug fixes, new features and/or enhancements. 

“Service” means the software program(s) provided as a service by the Supplier identified in the Pricing Schedule. 

“Supplier” means [Odyssey Interactive Limited/Interact Intranet, Inc. 

“Support Level” means the specific level of Support (Standard, Gold or Platinum) that has been selected by the Customer on the Pricing Schedule or Sales Agreement. 

“Term” has the same meaning as defined in the Pricing Schedule. 

“Workaround” means a software modification, configuration change and or a process deviation, which may be temporary or interim, used to help mitigate or avoid an issue. 

2. Support 

• Support includes the following features which Interact makes generally available to its customers.
  • Incident Support – Identifying and troubleshooting problems in the Service 
  • Root cause analysis 
  • Assistance with issues during implementation 
  • Assistance with issues during Releases 
  • Identifying and creating bug reports 
  • Guidance around implementation and configuration 
  • Integration support between multiple Interact products

• Support excludes the following, which is not exhaustive:
  • End of Life features, Beta or Development features 
  • Features in preview only 
  • Development questions or requests 
  • Assistance or advice in relation to third-party application integrations or third-party plugins where they are not supplied by Interact and do not form part of the service 
  • Assistance, guidance or support for End-Users 
  • Product training 
  • Support in languages other than English 

3. Response Target Timing

• Severity Classification. Issues are classified by Supplier according to the severity of impact on the use of the Service. Supplier, acting reasonably, may reclassify an Issue at any time. 
• Interact will use commercially reasonable efforts to meet the following target initial response time. Full descriptions of severity levels are as follows 

Severity	Impact	Standard Support	Gold Support	Platinum Support
1	Production Application Unavailable.  Production application is unavailable, impacting all applications and features. There is no available Workaround.	2 hours	1 hour	30 mins
2	Serious Degradation. Major functionality is impacted, or performance is significantly degraded. Issue is persistent and affects many Users and/or major functionality. No reasonable Workaround is available.	6 hours	2 hours	1 hour
3	Moderate Impact. System performance issue or bug affecting some but not all Users.	1 Business day	1 Business day	2 hours
4	Limited Impact. Inquiry regarding a routine technical issue; information requested on application capabilities, navigation, installation or configuration, bug affecting a small number of users; visual design issues.	2 Business days	2 Business days	4 hours

Severity: 1	Impact: Production Application Unavailable. Production application is unavailable, impacting all applications and features. There is no available Workaround.	Standard Support: 2 hours	Gold Support: 1 hour	Platinum Support: 30 mins
Severity: 2	Impact: Serious Degradation. Major functionality is impacted, or performance is significantly degraded. Issue is persistent and affects many Users and/or major functionality. No reasonable Workaround is available.	Standard Support: 6 hours	Gold Support: 3 hour	Platinum Support: 1 hour
Severity: 3	Impact: Moderate Impact. System performance issue or bug affecting some but not all Users.	Standard Support: 1 Business day	Gold Support: 1 Business day	Platinum Support: 2 hours
Severity: 4	Impact: Limited Impact. Inquiry regarding a routine technical issue; information requested on application capabilities, navigation, installation or configuration, bug affecting a small number of users; visual design issues.	Standard Support: 2 Business day	Gold Support: 2 Business day	Platinum Support: 4 hours

4. Resolution Target Timings

• Severity Classification. Issues are classified by Supplier according to the severity of impact on the use of the Service. Supplier, acting reasonably, may reclassify an Issue at any time. 
• Supplier will use commercially reasonable efforts to meet the target initial resolution time 
• If an Issue is the result of a Bug, Supplier will raise the Bug within Bug Fixing Program and consider the Issue resolved in relation to Support Services.  

Severity	Impact	Standard Support	Gold Support	Platinum Support
1	Production Application Unavailable.  Production application is unavailable, impacting all applications and features. There is no available workaround.	4 hours	4 hours	2 hours
2	Serious Degradation. Major functionality is impacted, or performance is significantly degraded. Issue is persistent and affects many Users and/or major functionality. No reasonable workaround is available.	2 Business days	1 Business day	4 hours
3	Moderate Impact. System performance issue or bug affecting some but not all Users.	5 Business days	2 Business days	1 Business day
4	Limited Impact. Inquiry regarding a routine technical issue; information requested on application capabilities, navigation, installation or configuration, bug affecting a small number of users; visual design issues.	10 Business days	5 Business days	2 Business days

Severity: 1	Impact: 1 Production Application Unavailable. Production application is unavailable, impacting all applications and features. There is no available workaround.	Standard Support: 4 hours	Gold Support: 4 hours	Platinum Support: 2 hours
Severity: 2	Impact: Serious Degradation. Major functionality is impacted, or performance is significantly degraded. Issue is persistent and affects many Users and/or major functionality. No reasonable Workaround is available.	Standard Support: 2 Business Days	Gold Support: 1 Business Day	Platinum Support: 4 hours
Severity: 3	Impact: Moderate Impact. System performance issue or bug affecting some but not all Users.	Standard Support: 5 Business Days	Gold Support: 2 Business Days	Platinum Support: 1 Business Day
Severity: 4	Impact: Limited Impact. Inquiry regarding a routine technical issue; information requested on application capabilities, navigation, installation or configuration, bug affecting a small number of users; visual design issues.	Standard Support: 10 Business Days	Gold Support: 5 Business Days	Platinum Support: 2 Business Days

5. Support Available

• A Power User or Site Administrator can access Support to open a new or update an existing support ticket using the following methods:
  • Online at https://community.interact-intranet.com 
  • Email help@interactsoftware.com  
  • By telephone at (646) 969 3388 (USA) or 0161 927 3223 (UK) 

• Support is available Monday to Friday during Supplier’s Business Hours, excluding local public holidays (see below) 

	Standard Support	Gold Support	Platinum Support
Community Support Self-help, guides, walkthroughs, community assistance is available through https://community.interact-intranet.com.	24/7	24/7	24/7
Support Portal to raise, progress and update support tickets.	24/7	24/7	24/7
Hours of Availability	9am/5pm (UK & EST)	8am/10pm (UK) 8am/8pm (EST)	8am/10pm (UK) 8am/8pm (EST)
On Call Telephone Coverage			24/7

Standard Support:	24/7 Community Support Self-help, guides, walkthroughs, community assistance is available through https://community.interact-intranet.com.	24/7 Support Portal to raise, progress and update support tickets.	9am/5pm (UK & EST) Hours of Availability
Gold Support:	24/7 Community Support Self-help, guides, walkthroughs, community assistance is available through https://community.interact-intranet.com.	24/7 Support Portal to raise, progress and update support tickets.	8am/10pm (UK) 8am/8pm (EST) Hours of Availability
Platinum Support:	24/7 Community Support Self-help, guides, walkthroughs, community assistance is available through https://community.interact-intranet.com.	24/7 Support Portal to raise, progress and update support tickets.	8am/10pm (UK) 8am/8pm (EST) Hours of Availability	24/7 On Call Telephone Coverage

• Observed local public holidays as follows 

Region	Standard Support	Gold Support	Platinum Support
USA	New Year’s Day, Martin Luther King, Day, Presidents Day, Memorial Day, Independence Day, Labor Day, Columbus Day, Veterans Day, Thanksgiving Day, Christmas Day	New Year’s Day, Christmas Day	New Year’s Day, Christmas Day
UK	New Year’s Day , Good Friday, Easter Monday , Early May Bank Holiday Spring Bank Holiday Summer Bank Holiday Christmas Day Boxing Day	New Year’s Day, Christmas Day	New Year’s Day, Christmas Day

Region USA	Standard Support New Year’s Day, Martin Luther King, Day, Presidents Day, Memorial Day, Independence Day, Labor Day, Columbus Day, Veterans Day, Thanksgiving Day, Christmas Day	Gold Support New Year’s Day, Christmas Day	Platinum Support New Year’s Day, Christmas Day
Region UK	Standard Support New Year’s Day , Good Friday, Easter Monday , Early May Bank Holiday Spring Bank Holiday Summer Bank Holiday Christmas Day Boxing Day	Gold Support New Year’s Day, Christmas Day	Platinum Support New Year’s Day, Christmas Day

6. Customer Obligations

• Administrating the Service provided by Interact requires a baseline technical skillset, including but not limited to:
  • Satisfactory understanding of the Service’s features 
  • Ability to maintain product web technologies 
  • Access and understanding of third-party products (e.g. Okta, Azure, Email Service) which the Customer has integrated to the Service. 

• Customer to make available to Supplier a technically competent representative during support hours for all Issues. 
• Customer will provide a reasonably detailed description of the Issue to enable the satisfactory reproduction of the Issue along with any error message. 
• Supplier will communicate the availability of service updates to customers at https://status.interactgo.com. Customers must subscribe to real time notifications from Supplier.  
• Interact shall make available all release notes via community; interact-intranet.com. The Customer must regularly review the community. 

7. Bug Fixing Program

• Supplier’s bug fixing program runs to correct, mitigate, and remedy any reproducible Bugs reported by customers. Supplier will assist with Workarounds and reporting of Bugs identified within the Service. 
• Bugs are assessed and prioritised based on the impact on customers. Impact refers to both the severity of the Bug as set out below, in addition to the number of customers affected.  

Severity 1 – Highest  

Supplier determines Severity 1 bugs to be any bugs that lead to security vulnerabilities, inability to meet regulatory requirements or the inability to access and remove data.   

Examples…  

• The inability for any users to authenticate/access the Service.  
• Users can access content they shouldn’t.  
• No results showing in search for any users.  

Supplier will start Investigating the Highest severity bugs as soon as reasonably possible.  

Severity 2 – High  

A feature is unavailable, the Service performance is significantly degraded, or the issue makes it difficult for users to carry out their day-to-day activities.   

Examples…  

• The Service fails intermittently  
• The Service is functional, but modules are frequently inaccessible  
• Inability to publish content  

Supplier will begin work on High severity bugs in the next development cycle.  

Severity 3 – Medium  

The feature isn’t working as expected, but there is a Workaround available. User experience is affected, but they can still largely carry out day-to-day activities .

Examples…  

• Some searches fail  
• Administrative features fail intermittently, but a workaround is available   
• Inability to edit content  

Medium severity bugs are typically worked on after all Highest severity bugs are resolved and there are no other critical priorities.  

Severity 4 – Low  

Bugs that are largely cosmetic but still impact the user experience.  

Examples…  

• Visual defects, that don’t affect the functionality of the Service 
• Minor translation or localization problems  
• Keyboard shortcuts not functioning as expected   

Low severity Bugs are worked on at Supplier’s discretion and are typically only fixed if our Developers are already working in that area of the product and are able to easily resolve the problem identified.  

• Assessing Bugs in this way ensures that we prioritise the most effective resolutions or fixes. Supplier gives high priority to security issues.  
• Customers can track the progress of Bugs that affect them via the Long Term Bug Roadmap ( interactsoftware.com/ltbr) and Short Term Bug Roadmap (interactsoftware/stbr).
• Once a Bug fix is developed, tested, and verified, Supplier will roll it out to Customers’ site as soon as  reasonably practicable and details of all the Bug fixes will be published in release notes via community.interact-intranet.com.

8. Releases and Maintenance

• Customer acknowledges and agrees that Supplier may from time to time update the Service with, for example, new features, enhancement of exiting features and resolution of Bugs identified within the Service.  
• Customer acknowledges that Supplier may from time to time undertake architectural updates to the supporting hardware and ancillary systems.
• Supplier’s classification of releases and maintenance updates are as follows:  

Type	Service Impact	Expected Frequency	Pre-notification Period
General Release. Used for features’ updates and bug resolution	Release is applied without downtime or disruption to the service	Frequent
Scheduled Maintenance. Maintenance of architecture, configuration changes and service migration	May require downtime or disruption to the service	Rare	Minimum 2 weeks
Unscheduled Maintenance. Urgent maintenance of architecture, configuration changes and service migration. Typically, security related	May require downtime or disruption to the service	Rare	Minimum 48 hours

Service Impact	General Release. Used for features’ updates and bug resolution	Release is applied without downtime or disruption to the service	Frequent
Expected Frequency	Scheduled Maintenance. Maintenance of architecture, configuration changes and service migration	May require downtime or disruption to the service	Rare	Minimum 2 weeks
Pre-notification Period	Unscheduled Maintenance. Urgent maintenance of architecture, configuration changes and service migration. Typically, security related	May require downtime or disruption to the service	Rare	Minimum 48 hours