{"id":627,"date":"2021-11-05T09:10:53","date_gmt":"2021-11-05T08:10:53","guid":{"rendered":"https:\/\/teamstalk.app\/?page_id=627"},"modified":"2022-02-17T10:15:30","modified_gmt":"2022-02-17T09:15:30","slug":"support","status":"publish","type":"page","link":"https:\/\/teamstalk.app\/de\/support\/","title":{"rendered":"Support"},"content":{"rendered":"

MAINTENANCE AND SUPPORT POLICY<\/b><\/span>\u00a0<\/span><\/p>\n

Valid\u00a0only\u00a0in\u00a0accordance\u00a0with\u00a0the\u00a0usage\u00a0of\u00a0teamsTALK\u00a0service<\/span>\u00a0<\/em><\/span><\/p>\n

 <\/p>\n

1. DEFINITIONS.<\/b>\u00a0<\/span><\/p>\n

All terms not otherwise defined in this Exhibit shall have the same meaning ascribed to such term in the Agreement.\u00a0\u00a0<\/span><\/p>\n

\u201cDeveloper\u201d\u00a0<\/b>means\u00a0TECH-ARROW, a.s. or any of his subsidiaries providing technical support and maintenance.\u00a0<\/span><\/p>\n

\u201cCustomer\u201d\u00a0<\/b>means\u00a0and organization or individual who has purchased any TECH-ARROW, a.s. product or service.\u00a0<\/span><\/p>\n

\u201cEnd User\u201d\u00a0<\/b>means\u00a0any individual who is either an employee or a contractor of Customer and is directly using the product or service from Developer.\u00a0<\/span><\/p>\n

\u201cError\u201d\u00a0<\/b>means a Priority 1 Error, Priority 2 Error, or Priority 3 Error.\u00a0<\/span><\/p>\n

\u201cFirst Line Support\u201d<\/b>\u00a0is the technical support and maintenance that Developer will be providing as set forth in this Exhibit.\u00a0\u00a0<\/span><\/p>\n

\u201cSecond Line Support\u201d<\/b>\u00a0is the technical support and maintenance that Developer will be providing as set forth in this Exhibit.\u00a0\u00a0<\/span><\/p>\n

\u201cPriority 1 Error\u201d<\/b>\u00a0means a catastrophic Error that causes: (a) an important component of the Software Product(s) to be unusable; (b) a system or product malfunction of the Software Product(s) that has frequent or major impact on End Users; or (c) frequent failure of the Software Product(s) which results in data loss or corruption.\u00a0<\/span><\/p>\n

\u201cPriority 2 Error\u201d<\/b>\u00a0means an Error that causes: (a) a failure to an important feature in the Software Product(s) resulting in significant inconvenience to End Users; (b) a system or product malfunction of the Software Product(s) that has an infrequent or minor impact on End Users; or (c) a major feature of the Software Product(s) to perform materially differently from the description of that feature in the technical documentation.\u00a0<\/span><\/p>\n

\u201cPriority 3 Error\u201d<\/b>\u00a0means an Error that: (a) has minimal current impact on End Users; and (b) causes a malfunction of a non-essential feature of the Software Product(s).\u00a0<\/span><\/p>\n

\u201cPriority 4 Issue\u201d<\/b>\u00a0means an issue that: (a) has minimal impact on End Users; and (b) causes an inconvenience to operations staff. An example of a Priority 4 Issue is a request for an early Upgrade.\u00a0<\/span><\/p>\n

\u201cPermanent Fix\u201d<\/b>\u00a0means a permanent fix to the Error that allows the Software Product(s) to function in accordance with the Documentation.\u00a0<\/span><\/p>\n

\u201cWorkaround\u201d<\/b>\u00a0means a temporary solution to an Error that allows the Software Product(s) to function in accordance with the Documentation.\u00a0<\/span><\/p>\n

 <\/p>\n

<\/b>2. FIRST AND SECOND LINE SUPPORT.<\/b><\/span><\/p>\n

a.<\/b> \u00a0First line support.<\/b>\u00a0Developer\u00a0will\u00a0provide First Line.<\/span><\/p>\n

b.\u00a0 Second line support. <\/b>Developer will provide Second Line Support services as set forth in this Exhibit consisting of the following: (a) assistance related to questions on the installation and operational use of the Software Product(s), and questions related to the integration of the Software Product(s) with the\u00a0Customer\u00a0Products; (b) assistance in identifying and verifying the causes of suspected errors in the Software Product(s); and (c) providing workarounds for identified Software Product(s) errors or malfunctions as described below, provided that\u00a0Customer\u00a0will ensure that only employees properly trained in the operation and usage of the\u00a0Software Product(s) will utilize the Support. Upon request,\u00a0Customer\u00a0will allow the use of on line diagnostics of the Software Product(s) during error diagnosis.\u00a0<\/span><\/p>\n

\u00a0<\/span><\/p>\n

3.<\/b> RESPONSE TIMES; WORKAROUNDS; PERMANENT CORRECTIONS.<\/b><\/span><\/p>\n

a.\u00a0 Upon identification of any Error,Customer\u00a0shall notify\u00a0Developer\u00a0of such Error, set initial priority of the Error and shall make reasonable efforts to provide\u00a0Developer\u00a0with enough information to reproduce the Error.\u00a0\u00a0<\/span><\/p>\n

b.\u00a0 Upon receiving notice of an Error,Developer\u00a0shall acknowledge to\u00a0Customer\u00a0receipt of such notice by identifying the Error with a unique tracking number.\u00a0Developer\u00a0will respond to\u00a0Customer\u2019s request for support and will use reasonable commercial efforts to provide Workarounds and Permanent Fixes within the time periods specified below. The hours of coverage are set forth below.\u00a0Customer\u00a0shall determine whether an Error is a Priority 1, 2 or 3 Error or a Priority 4 Issue.\u00a0<\/span><\/p>\n

\u00a0<\/span><\/p>\n

COVERAGE<\/b> \u00a0<\/span><\/p>\n

Hours 12×5\u00a0(Priority 1 Errors)\u00a0<\/span><\/p>\n

9×5 (all other Errors and Issues)\u00a0<\/span><\/p>\n

RESPONSE TIMES<\/b> \u00a0<\/span><\/p>\n

Priority 1 Error 2\u00a0hours\u00a0(during normal business hours)\u00a0<\/span><\/p>\n

Priority 2 Error 4 hours\u00a0(during normal business hours)\u00a0<\/span><\/p>\n

Priority 3 Error 1 business day\u00a0<\/span><\/p>\n

Priority 4 Issue 1 business day\u00a0<\/span><\/p>\n

Workaround<\/b> \u00a0<\/span><\/p>\n

Priority 1 Error 8\u00a0Hours\u00a0<\/span><\/p>\n

Priority 2 Error 48 Hours\u00a0<\/span><\/p>\n

Priority 3 Error 5 business days\u00a0<\/span><\/p>\n

Priority 4 Issue As available\u00a0<\/span><\/p>\n

PERMANENT CORRECTIONS<\/b> \u00a0<\/span><\/p>\n

Priority 1 Error\u00a0 4 Weeks\u00a0<\/span><\/p>\n

Priority 2 Error 8 Weeks\u00a0<\/span><\/p>\n

Priority 3 Error 14 Weeks\u00a0<\/span><\/p>\n

Priority 4 Issue Next agreed\/planned release\u00a0<\/span><\/p>\n

*business\u00a0hours: (9:00 A.M. \u2013 5:00 P.M., Monday through Friday,\u00a0Central European\u00a0Time.)\u00a0<\/span><\/p>\n

\u00a0<\/span><\/p>\n

4.<\/b> LIMITATIONS ON SUPPORT.\u00a0<\/b><\/span><\/p>\n

Developer\u00a0shall not be responsible for Errors that are not reproducible or caused by: (i) failure to implement the Updates and Upgrades issued under this Agreement that would have avoided the Error; (ii) changes to the operating system or environment which adversely affect the Software Product(s); (iii) any alterations of or additions to the Software Product(s) made by parties other than\u00a0Developer\u00a0; (iv) use of the Software Product(s) in a manner for which it was not designed; (v) accident, negligence, or misuse of the Software Product(s); or (vi) use of the Software Product(s) other than in accordance with the Documentation or this Agreement.\u00a0Developer\u00a0shall provide ongoing support for the Software Product(s) for all current production versions of the Software Product(s) (the \u201cCurrent Version\u201d) and the version immediately prior to the Current Version (the \u201cPrior Release\u201d) (e.g., a version is characterized by an „n.n“ format), provided however, that\u00a0Developer\u00a0\u2019s obligation to support the Prior Release shall terminate twelve (12) months after the first commercial release of the Current Version. For example, if 5.0 is the Current Version, then versions 5.n and 4.n are supported. Support for version 4.n will be stepped down twelve (12) months following the release of 5.0.\u00a0Customer\u00a0will not accept more than one major release of the Software Product(s) per year. In the event\u00a0Developer\u00a0is unable to reproduce an Error,\u00a0Developer\u00a0agrees to work with\u00a0Customer\u00a0to attempt to identify and fix such Error (however,\u00a0Developer\u00a0will not be liable for any Error that, after such attempts, neither\u00a0Developer\u00a0nor\u00a0Customer\u00a0can identify).\u00a0<\/span><\/p>\n

 <\/p>\n

5.<\/strong> MAINTENANCE OF THE SERVICE, UPDATES AND UPGRADES.<\/b>\u00a0<\/span><\/p>\n

Developer\u00a0will use commercially reasonable efforts to provide to\u00a0Customer\u00a0all Updates and Upgrades to the Software Product(s) developed by\u00a0Developer\u00a0during the Term of this Agreement within thirty (30) days from the date that\u00a0Developer\u00a0first makes such Updates and Upgrades generally available to its\u00a0Customers.\u00a0\u00a0<\/span><\/p>\n

The updates and latest versions are\u00a0delivered automatically to all Customers. The latest version of the application is loaded\u00a0during the\u00a0start or restart of the application. There is no action required from the Customer\u00a0to update the application<\/span><\/p>\n

 <\/p>\n

6. TERM.<\/b><\/span><\/p>\n

Support and other services as described in this Exhibit will be provided by\u00a0Developer\u00a0for the Term of the Agreement only.\u00a0<\/span><\/p>\n

\u00a0<\/span><\/p>\n","protected":false},"excerpt":{"rendered":"

MAINTENANCE AND SUPPORT POLICY\u00a0 Valid\u00a0only\u00a0in\u00a0accordance\u00a0with\u00a0the\u00a0usage\u00a0of\u00a0teamsTALK\u00a0service\u00a0   1. DEFINITIONS.\u00a0 All terms not otherwise defined in this Exhibit shall have the same meaning ascribed to such term in the Agreement.\u00a0\u00a0 \u201cDeveloper\u201d\u00a0means\u00a0TECH-ARROW, a.s. or any of his subsidiaries providing technical support and maintenance.\u00a0 \u201cCustomer\u201d\u00a0means\u00a0and organization or individual who has purchased any TECH-ARROW, a.s. product or service.\u00a0 \u201cEnd User\u201d\u00a0means\u00a0any […]<\/p>\n","protected":false},"author":2,"featured_media":0,"parent":0,"menu_order":0,"comment_status":"closed","ping_status":"closed","template":"","meta":{"inline_featured_image":false},"acf":[],"yoast_head":"\nSupport - teamsTALK<\/title>\n<meta name=\"robots\" content=\"index, follow, max-snippet:-1, max-image-preview:large, max-video-preview:-1\" \/>\n<link rel=\"canonical\" href=\"https:\/\/teamstalk.app\/de\/support\/\" \/>\n<meta property=\"og:locale\" content=\"de_DE\" \/>\n<meta property=\"og:type\" content=\"article\" \/>\n<meta property=\"og:title\" content=\"Support - teamsTALK\" \/>\n<meta property=\"og:description\" content=\"MAINTENANCE AND SUPPORT POLICY\u00a0 Valid\u00a0only\u00a0in\u00a0accordance\u00a0with\u00a0the\u00a0usage\u00a0of\u00a0teamsTALK\u00a0service\u00a0   1. 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