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Singlewire Support Service Schedule

This Support Service Schedule (“Support Service Schedule“) forms part of, and is incorporated into, the Agreement between Singlewire and Customer and is applicable only where Customer receives Support Services pursuant to an applicable Agreement.

1.     Defined Terms. For purposes of this Support Service Schedule, the following capitalized terms shall have the meanings ascribed thereto. Other capitalized terms used in this Support Service Schedule are defined in the context in which they are used and shall have the meanings there indicated. Other capitalized terms used but not defined herein shall have the meanings given to them in the Singlewire Master Terms and Conditions (the “Terms”), available at https://www.singlewire.com/terms.

(a)   “Current Version” means the most recent version of an On-Premise Software Offering and/or SaaS Offering that Singlewire provides or otherwise makes available to Customer under an Agreement, including, without limitation, any updates, revisions, enhancements or other modifications to an On-Premise Software Offering and/or SaaS Offering Singlewire provides or otherwise makes available to Customer pursuant to an applicable Agreement.

(b)   “Custom Applications” means Modifications or other custom software or products adapted to interact with the On-Premise Software Offering(s) or SaaS Offering(s) that are not included in the On-Premise Software Offerings or SaaS Offering(s) Singlewire generally makes available to Users.

(c)   “Modifications” means Deliverables and other custom software or supporting documentation, including, without limitation, new versions of and/or additions to the On-Premise Software Offering(s) and/or SaaS Offering(s) or new modules, designed and/or developed by or on behalf of Singlewire for Customer to add and/or alter the basic functionality of the On-Premise Software Offering(s) and/or SaaS Offering(s).

(d)   “Prior Version” means any version of an On-Premise Software Offering and/or SaaS Offering Singlewire other than the Current Version previously Singlewire provided or made available to Customer under an Agreement.

(e)   “Support Services” means the support, maintenance, installation and consulting services provided by Singlewire to Customer in connection with Customer’s access to and use of the On-Premise Software Offering(s) and/or SaaS Offering(s) as described in this Support Service Schedule.

2.     Support Services. During the term of the applicable Agreement and subject to Customer’s compliance with such Agreement, Singlewire will provide the Support Services as described in this Support Service Schedule.

3.     Exclusions. The Support Services provided under this Support Service Schedule does not include:

(a)   the development, support, maintenance, installation or consulting concerning any Custom Applications;

(b)   interpretation of the results obtained from Customer’s or Customer’s Users’ access to or use of the On-Premise Software Offering(s) and/or SaaS Offering(s);

(c)   assistance with configuration, management or troubleshooting of Customer’s networks and/or systems utilized by Customer or Customer’s Users to access or use the On-Premise Software Offering(s) and/or SaaS Offering(s);

(d)   assistance with questions related to Equipment, including, without limitation, computer hardware, peripherals or computer operating systems that are not directly related to Customer’s or Customer’s Users’ access to or use of the On-Premise Software Offering(s) and/or SaaS Offering(s);

(e)   data debugging or correcting;

(f)    failure of the On-Premise Software Offering(s) and/or SaaS Offering(s) to perform in accordance with the applicable Documentation caused by Customer’s or any Customer’s User’s access to or use of the On-Premise Software Offering(s) and/or SaaS Offering(s), Customer’s Accounts or Customer’s AccountIDs in any manner that is not in compliance with the applicable Agreement and Documentation;

(g)   assistance with Customer’s policy planning for the implementation of the On-Premise Software Offering(s) and/or SaaS Offering(s); or

4.     Versions Supported.

(a)    Notwithstanding anything to the contrary in an applicable Agreement and without limiting anything set forth in this Support Service Schedule, Singlewire is solely obligated to provide Support Services for Current Versions.

(b)    Singlewire, in its sole discretion and on a case-by-case basis, may, but is not obligated to, provide Support Services for a Prior Version of the On-Premise Software Offering(s) or SaaS Offering(s) (“Prior Version Support“). In the event Singlewire agrees to provide Prior Version Support, such Prior Version Support will be provided on an as available basis and the guidelines and commitments set forth in Section 5(b) of this Support Service Schedule shall not apply.

5.     Levels of Support Services and Availability.

(a)   Support Requests. During the term of the applicable Agreement, Customer may request Support Services by submitting a support request online at https://singlewire.com/customer-hub (a “Support Request“). All Support Requests regarding the SaaS Offering(s) must be submitted by Customer’s Administrator or other authorized technical support personnel identified in the applicable Order Form or as otherwise specified by Customer through the SaaS Offering(s) within Client’s Administrator Account. Without limiting the foregoing, Singlewire will not accept Support Requests from Customer’s Users (excluding any of Customer’s User’s who are, as applicable, Customer’s Administrator or authorized technical support personnel). Singlewire provides technical support Monday to Friday, excluding all U.S. federal holidays, between 7:00 am Central Time (US) and 6:00 pm Central Time (US) (the “Support Period“).

(b)   Responses to Support Requests. Upon Singlewire’s receipt of a Support Request, Singlewire will assign a ticket number and severity level if the Support Request is not immediately resolved. Escalation and problem management will be handled according to Singlewire’s practices. The following guidelines illustrate Singlewire’s response goals and definitions within responding to a Support Request.

 

SEVERITY
LEVEL		 INITIAL RESPONSE
GOAL		 DEFINITION RESPONSE
1 Case opened:
30 minutes		 The On-Premise Software Offering and/or SaaS Offering is completely inoperable. Singlewire will commit appropriate resources to address the situation, continuing through to resolution, including outside of Business Hours.
2 Case opened:
2 hours		 The On-Premise Software Offering and/or SaaS Offering is operable but is experiencing intermittent or degraded service. Singlewire will commit appropriate resources to address the situation, continuing through resolution.

During troubleshooting, if the issue is determined to not be related to the On-Premise Software Offering and/or SaaS Offering, Singlewire will reclassify to Severity Level 3 and remain engaged as appropriate.

Severity Level 2 cases initiated after the end of a Support Period will be addressed during the immediately following Support Period.
3 Case opened:
4 hours		 Operational performance of Customer’s network or environment is impaired, but low impact to business operations and most business operations remain functional. Singlewire will commit resources during Business Hours to restore service to satisfactory levels.
4 Case opened:
8 hours		 Customer requests information or assistance on On-Premise Software Offering and/or SaaS Offering capabilities or configuration. Singlewire will provide resources during the applicable Support Period(s) to provide information or assistance as requested.

Last Updated October 2023