Copiun Maintenance and Support Services
1. Releases
Copiun will release updated versions of the Software periodically, generally as follows:
- Maintenance releases include fixes and are typically released monthly or as necessary
- Point releases (i.e. version 3.1, 3.2 etc.) include minor improvements which are not priced separately.
- Version upgrades (i.e. 3.0, 4.0 etc.) include significant new features or modules for which additional fees may apply.
2. Helpdesk Support
2.1 Named Administrator Technical Support
Licensee shall designate in writing to Copiun the two (2) users responsible for the administration and configuration of the Software (“Named Administrators”).
2.2 Escalation Protocol
Escalation protocol for support proceeds from the Copiun Helpdesk case owner to the Licensee’s Copiun Account Manager, then the Vice President of Client Services, and, finally, the CEO.
2.3 User Phone and Email Support
Named Administrators can call the Copiun helpdesk via email or telephone, 24 hours per day, 365 days per year:
Email: support@copiun.com
Phone:
- From within the United States and Canada (toll-free) at 1-866-831-1821, choose option 2
- From outside the United States and Canada at +1-508-251-5320, choose option 2
2.4 Normal Business Hours
9:00 AM to 6:00 PM Eastern Time.
3. Support Portal
Copiun provides a secure support portal (support.copiun.com), available to Licensee’s Named Administrators, 24 hours per day, 365 days per year, except in instances of scheduled downtime. Administrators can (a) access support documentation, (b) submit new support cases, and (c) search and track existing cases. Copiun requests that all problems are reported using the support portal and include the case severity, case type and area of the Software.
4. Severity Definitions
Severity 1 - A problem that renders the Software substantially unusable in production.
Severity 2 - A major problem that causes a feature failure in the Software.
Severity 3 - A problem that causes a feature or system failure whereby the Software is usable, but inconvenience is caused to normal operations.
Severity 4 - A problem is one which causes a minor inconvenience to the Licensee, or that does not directly affect normal operations.
Initial Response Time
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Severity
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Initial Response Time
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Severity 1
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Two (2) hours, updates at least once per day or by mutually agreed upon schedules until resolved.
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Severity 2
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Four (4) hours during Normal Business Hours
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Severity 3
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Twenty four (24) hours during Normal Business Hours
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Severity 4
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Forty eight (48) hours during Normal Business Hours
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5. Activities Out of Scope for Helpdesk Support
- Third party software or hardware support.
- On-site support.