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Last Modified: December 8th 2021

Equator IT Support Services are a subscription support offering that includes access to program resources that help all customers use and maximise their eBECAS investment.

The Support Services will be provided to the Customer in accordance with the description outlined in this document.

Customer is responsible for evaluating any advice or guidance received from Equator IT as part of the Support Services and for implementing any such advice and guidance.

1. Support Activities
1.1. Inclusions

Support Services include the following support activities that are normally no longer than 10-15 minutes in duration:

  1. Identifying and reporting eBECAS bugs;
  2. Brief clarification or explanation about an eBECAS functional component;
  3. Assistance with issues during onboarding;
  4. Assistance with configuration issues;
  5. Assistance with issues when onboarding a new feature.

Where the support service may take longer than 20 minutes to resolve (excluding the support activities above), Equator IT will notify You and provide an estimate of the charges (if any) associated with this resolution.

1.2. Exclusions

Support Services do not include the following activities:

  1. Support for end-users except for Designated Contacts;
  2. Product training;
  3. Professional Services including:
    1. Business requirements gathering and analysis;
    2. Post-onboarding upgrade or new feature onboarding services including the product training in a new feature;
    3. Custom Development questions or requests;
    4. Third-party application integrations or third-party plugins.
2. Contacting Customer Support
  Standard
Support
Premium
Support
Case Creation Email to support@equatorit.com
3. Communication Channels
Standard
Support
Premium
Support
Email Only – Email
– Video calls when We consider it relevant
4. Severity Levels
  Description Standard
Support
Premium
Support
Initial Response Tier Severity Level 1
Critical Business stopping and no acceptable workaround. Imminent threat to key business or near-term business milestones posing financial risk
1-8 hours

Local business hours
1-2 hours

Local business hours
Severity Level 2
Urgent Key business impacting, no workaround
< 2 days

Local business hours
< 8 hours

Local business hours
Severity Level 3
High Key business impacting with workaround, OR non-key business impacting no workaround
3 days

Local business hours
< 8 hours

Local business hours
Severity Level 4
Medium Non-key business impacting with workaround, OR not business impacting
3-4 days

Local business hours
< 2 days

Local business hours
5. Reproducing Errors

Equator IT must be able to reproduce errors in order to resolve them. Customer agrees to cooperate and work closely with Equator IT to reproduce errors, including conducting diagnostic or troubleshooting activities as requested and appropriate.

6. Designated Contacts

Customer shall identify and maintain at least one (1) Designated Contact. Customer shall notify Equator IT whenever Designated Contact responsibilities are transferred to another User.

Customers’ Designated Contacts shall be responsible for:

  1. overseeing Customer’s support case activity,
  2. developing and deploying troubleshooting processes within Customer’s organization,
  3. resolving password reset, username and lockout issues for Customer
Number of Designated Contacts
The number of active designated contacts are determined by the Subscription Service as follow:
Number of Designated Contacts Allowed
Standard Support Premium Support
1 for every 10 licences of eBECAS 1 for every 5 licences of eBECAS

Customer shall ensure that Designated Contacts:

  1. are knowledgeable about the applicable Services in order to help resolve, and to assist Equator IT in analysing and resolving technical issues, and
  2. have a basic understanding of any problem that is the subject of a case, and the ability to reproduce the problem in order to assist Equator IT in diagnosing and triaging it.