Support Services
Support Services are included in the SaaS Services exclusively for SaaS Services Defects and entitles Customer to the following:
Support: Yoobic online ticketing system in order to help Customer locate and correct problems with the SaaS Services. Support does not include telephone support. The Support is dedicated to the designated customer contacts (“Customer Administrators“).
Bug fixes and code corrections to correct SaaS Services Defects in order to bring the SaaS Services into substantial conformity with the SaaS Services Specification.
All extensions, enhancements and other changes that the Supplier, at its sole discretion, makes or adds to the SaaS Services and which the Supplier furnishes, without charge, to all other subscribers of the SaaS Services.
Up to 5 dedicated contacts designated by Customer in writing that will have access to Support Services.
Response and Resolution Goals
“Fix” means the repair or replacement of the SaaS Services component(s) to remedy a Problem.
“Problem” means a defect in the SaaS Services as defined in the Supplier’s SaaS Services Specification that significantly degrades such SaaS Services.
“Respond” means an acknowledgement by the Supplier that the Customer has notified it of a Problem, containing assigned support engineer name, date and time assigned, and severity assignment.
“Workaround” means a change in the procedures followed or data supplied by Customer to avoid a Problem without substantially impairing Customer’s use of the SaaS Services.
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Problem severity |
Response Goals |
Resolution Goals |
| 1. The production system is creating a significant impact to the Customer’s business function preventing that function from being executed. | Supplier will Respond within 4 Business Hours.
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Upon confirmation of receipt, Supplier support personnel begins continuous work on the Problem, and a Customer resource must be available at any time to assist with problem determination. Customer Support will provide reasonable effort for Workaround or Fix within 72 hours, once the Problem is reproducible or once the Supplier has identified the SaaS Services Defect. The Supplier may incorporate a Fix in a future release of the SaaS Services. |
| 2. The production system or application is moderately affected. There is no workaround currently available or the workaround is cumbersome to use. | The Supplier will Respond within 8 Business Hours.
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Customer Support will provide reasonable effort for Workaround or Fix within 7 business days, once the Problem is reproducible. The Supplier may incorporate a Fix in a future release of the SaaS Services. |
| 3. The production system or application issue is not critical: no data has been lost, and the system has not failed. The issue has been identified and does not hinder normal operation, or the situation may be temporarily circumvented using an available workaround. | The Supplier will Respond within 12 Business Hours.
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Customer Support will provide reasonable effort for Workaround or Fix within 10 Business Days, once the Problem is reproducible. The Supplier may incorporate a Fix in a future release of the SaaS Services. |
| 4. Non-critical issues, general questions, enhancement requests, or the functionality does not match documented specifications. | The Supplier will Respond within 24 Business Hours.
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Resolution of the Problem may be incorporated in a future release of the SaaS Services. |
Accessing Support
The Supplier Support team offers several ways to resolve any product feature related questions and technical issues.
Users can avail of the Supplier self-service resources 24/7/365 through the Yoobic Help Center.
Users also have access to the Yoobic Status Page to check solution availability.
The Customer Administrators can contact the Supplier Support team that is readily available during the Business Hours, meaning 09:00 to 17:00 EST Monday to Friday, excluding Public Holidays; by completing a form via the YOOBIC App by completing a form via the YOOBIC App and our Help Center for:
– Questions about configuration
– How to questions
– Bugs and Technical issues
– Product feedback
The support email address is support@yoobic.com.
Service Level Agreement
The SaaS Services will achieve System Availability (as defined below) of at least 99.8% during each License Year.
“System Availability” means the number of minutes in a License Year that the key components of the SaaS Services are operational as a percentage of the total number of minutes in such License Year during opened hours (from Monday – Friday from 9:00 – 17:00, excluding public holidays), excluding downtime resulting from:
1. scheduled maintenance;
2. a Force Majeure Event;
3. malicious attacks on the SaaS Services, the Platform, the Web App and/or the Mobile App;
4. issues associated with the Customer’s computing devices, local area networks or internet service provider connections; or
5. inability to deliver the SaaS Services because of acts or omissions of the Customer, any Relevant Customer Affiliate, any Service Beneficiary, any User or any other third party (except those third parties sub-contracted by the Supplier to perform services related to then provision of the SaaS Services).
The Supplier reserves the right to take the SaaS Services offline for scheduled maintenance for which Customer has been provided reasonable notice and the Supplier reserves the right to change its maintenance window upon prior notice to Customer.
If the Supplier fails to meet the System Availability target set out above in any License Year, then, upon written request by the Customer within 30 days after the end of the relevant License Year, the Supplier will issue a credit in Customer’s next invoice in an amount equal to 0.5% of the annual Fees for the affected SaaS Services for each 1% loss of System Availability below the System Availability target set out above, up to a maximum of 20% of the annual Fees for the affected SaaS Services. If the annual Fees have been paid in advance, then at Customer’s election, the Supplier shall provide a credit to Customer to be used against any extension of the term of this Agreement. The remedy stated in this paragraph is Customer’s sole and exclusive remedy for interruption of SaaS Services and the Supplier’s failure to meet System Availability.
