This Customer Support Policy governs the support that BugZero will provide for its Subscription Service (“Customer Support”).
The purpose of Customer Support is to resolve defects that cause a nonconformity in the Subscription Service as compared to the Product Overview. A resolution to a defect may consist of a fix, workaround, or other relief, as BugZero deems reasonable. Customer Support does not include performing the following services:
Customer Support is not required to provide resolutions for immaterial defects or defects due to modifications of the Subscription Service made by any person other than BugZero or a person acting at BugZero’s direction, or defects on any instance of the Subscription Service not in conformance with Exhibit A.3 – Upgrades and Updates.
Customer Support is available from 9am to 5pm Mountain, business days, excluding holidays.
BugZero’s Customer Support portal (“Support Portal”) is located at https://portal.findbugzero.com. Customer may get login access to the Support Portal by contacting its BugZero administrator. BugZero’s Customer Support may be reached by phone using one of the numbers at https://portal.findbugzero.com.
Incident priority for a defect is determined using the guidelines below.
|P1||Any defect that causes the core technology to cease functioning.|
|P2||Any defect that causes an independent critical function to fail.|
|P3||Any defect that significantly impedes work or progress.|
|P4||Any defect that does not significantly impede work or progress.|
Customer may submit an incident with BugZero via the Support Portal or phone. Response times are not affected by the manner of contact. All support requests are tracked in the Support Portal and can be viewed by Customer’s authorized contacts. BugZero will use reasonable efforts to meet the target response times and target level of effort stated in the table below.
|Priority||Target Response Times||Target Level of Effort|
|P1||8 business hours||Business hours, 9-5pm Mountain|
|P2||2 business days||Business hours, 9-5pm Mountain|
|P3||5 business days||Business hours, 9-5pm Mountain|
|P4||10 business days||Business hours, 9-5pm Mountain|
Customer’s obligations with respect to Customer Support are as follows: