Terms & Policies

Maintenance and Support Services

The maintenance and support services that Sirion provides to its customers are described below. Capitalized terms used but not defined will have the same meanings given to them in the SaaS Terms.

1. DEFINITIONS:

“Customer Success Representative” means the Customer Success team member(s) appointed in accordance with your subscribed support plan as your relationship management point of contact.
“Authorized Support User” means your named representative who coordinates with us for the submission and completion of requests made to the Support Desk or for completion of Professional Services.
“Business Day” means 8:00am to 5:00pm Monday to Friday (excluding Public Holidays) in the time zone where your headquarters or principal place of business is located.
“Disaster” means an Incident that significantly disrupts or damages our IT infrastructure, systems, or services and which requires a rapid response to minimize the impact on your receipt of the Subscription Services.
“Incident” means an unplanned interruption or material reduction in the quality of the Subscription Services. The term Incident excludes:

• features not available in the current release of the Subscription Services;
• the Subscription Services working as designed or as described in the Documentation;
• quality deficiencies attributable to your Internet access, bandwidth, continuity, or other telecommunications related arrangements;
• performance or access deficiencies attributable to a third-party application or product (e.g., laptop, internet browser, etc.);
• any change request or other administrative service request (these are not considered Incidents and will be excluded from the Support Objectives as defined below);
• an event that requires code level changes to the Subscription Services; and
• interruptions or material reductions in quality attributable to a Force Majeure Event.

“Pooled Technical Support” means a shared service support model for the delivery of the Support Desk.
“Recovery Point Objective” (RPO) means the amount of entered data (measured in minutes) that may permissibly be lost due to a Disaster.
“Recovery Time Objective” (RTO) means the amount of time (measured in minutes) that may permissibly pass before the Subscription Services are restored to the recovery point due to a Disaster.
“Resolution” or “Resolved” means a (a) Workaround or (b) other solution to an Incident that permits an Authorized User to continue using the Subscription Services as described in this Agreement.
“Initial Response Time” means the elapsed time from when an Incident is reported by you to the Support Desk and the time that we contact or attempt to contact you to begin the resolution process.
“Severity Level” means the degree to which you are prevented from using the Subscription Services as designed as the result of an Incident. There are four Severity Levels:

Severity Level 1 – An Incident that results in the complete loss of access to, or all capability of, the Subscription Services (e.g., application not accessible). We will work continuously until a Severity Level 1 Incident is Resolved.
Severity Level 2 – An Incident that disables major fundamental functions from being performed and therefore affects the normal operation of the Subscription Services (e.g., application is accessible, but contract repository not working).
Severity Level 3 – An Incident that disables non-essential functions but that does not impair the normal operation of the Subscription Services (e.g., general application slowness).
Severity Level 4 – Intermittent or minor Incidents that do not materially affect normal operation of the Subscription Services (e.g., help manual not available, non-functional filters, etc.).

“Subscription Services” means the Sirion software-as-a-service.
“Support Desk” means our service for resolving Incidents arising from the use of the Subscription Services. An Authorized Support User may raise a request to our Support Desk through the provided support portal.
“Workaround” means a change in operating procedures or a temporary measure whereby an Authorized User can continue using the Subscription Services without material inconvenience.

2. SUPPORT TERMS

A. Support Desk

• We provide Support Desk services to assist you in identifying and resolving technical queries and problems with the Subscription Services.
• You will use the Support Desk service to initiate Incident support requests via access to our incident management system and to communicate with us regarding the Subscription Services in accordance with your subscribed Support Plan.
• We will assign each Incident a Severity Level and use reasonable efforts to respond to all support requests within the timeframes listed in accordance with the Support Objectives.

B. Conditions and Exclusions

• You will not use the Support Desk as a substitute for training to use the Subscription Services.
• We will only provide support to Authorized Support Users via the Support Desk.
• You will provide us with complete information when making support requests. We will not be required to provide support, or we may stop providing support already commenced, if we reasonably deem the information provided by you to be incomplete.
• The Support Desk does not include support related to Incidents caused by: (a) your incorrect operation of the Subscription Services or (b) your failure to provide suitably qualified and adequately trained staff for the use of the Subscription Services.

3. SUPPORT PLANS

4. SUPPORT OBJECTIVES

The Support Desk will use all commercially reasonable efforts to achieve the Support Objectives defined below:

5. ACCOUNT REVIEW

We will undertake account reviews in accordance with your subscribed Support Plan during which we will discuss your current and future service needs and report on service level performance. We will also discuss with you survey results and our plans for service improvement and future modifications and enhancements.

6. DISASTER RECOVERY

In the event of a Disaster, we will use all commercially reasonable efforts to achieve an RPO of no more than 30 minutes and an RTO of no more than 120 minutes.