Product Updates may address security fixes, critical patches, general maintenance functionality, and documentation and shall be made available at Conexlink’s discretion. Conexlink is under no obligation to develop any future functionality or enhancements. If an update for a product is made available to you pursuant to these Support Policies, it shall automatically replace the previous version of the applicable product.
Where practical, Conexlink will schedule such Updates during non-business hours and will provide you with in-app notice.
Support Target Response Times:
|Severity||Target Response Times|
|Critical (Severity 1)||
|Non-Critical (Severity 2)||
|Billing issues (Severity 3)||
|Critical (Severity 1)||Critical production issue that severely impacts your use of the service. The situation halts your business operations and no procedural workaround exists.
Severity 1 issues require the customer to have dedicated resources available to work on the issue on an ongoing basis with Conexlink.
|Non-Critical (Severity 2)||Functionality is impacted or performance degradation is experienced. The situation is causing an impact to portions of your business operations and no reasonable workaround exists.
|Billing issues (Severity 3)||Subscription problems. Monthly Statement inconsistencies or Credit Card automated billing issues.|
Upgrade/Downgrade of Severity Level
If, during the Support Request process, the issue either warrants assignment of a higher severity level than currently assigned or no longer warrants the severity level currently assigned based on its current impact on the production operation of the offering, then the severity level will be upgraded or downgraded accordingly to the severity level that most appropriately reflects its current impact.
Effective Date: January 15, 2015