These Support Policies apply to the support provided to our customers (“Support Services”) who sign a support contract in addition to their service license with Cloud Lending Solutions (“CLS”) for product-related software programs (“Product”). Support site is http://support.cloudlendinginc.com
Cloud Lending provides Support Services in two packages – Basic Care and Premium Care, details of which are listed at the end of the document. Technical support is provided for issues that are demonstrable in supported releases.
CLS provides the following support for Product issues related to the Product or to Product customization executed by the CLS (CLS’s Code) in relation to the production instance and the sandboxes.
Product support excludes Support Services for Product customization executed by customers without CLS (Non-CLS Code). Any review or advice CLS provides regarding Non-CLS Code shall be:
Frequency of Product releases will be aligned to CLS’ Product roadmap and are provided free of cost. Product upgrades may contain, but are not limited to, critical fixes, added functionality, and documentation updates. Support Services shall be limited to the most current version of the Product and the previous two generally available versions (“Applicable Releases”). Any Support Services for generally available releases other than Applicable Releases will be deemed extended Support Services and will be provided at mutually agreed rates, on a case-by-case basis.
CLS provides customers with “First Line Support”. Customers are served via a dedicated support portal to log a case, or to get information on package version updates, newly added features, resolved issues, and much more.
All issues reported by customers shall be assigned a Severity Level at the time the issue is logged in the Support Portal. The parties may agree to re-classify severity levels that have been incorrectly assigned or as issues are resolved or workarounds become available. Issues shall be classified as follows:Severity Level 1 – means that in the production instance, CLS’ Code is not functioning to the degree that
Severity Level 3 – means that CLS’ Code is operating close to normal, but there is a non-critical issue for which an operational Bypass exists for such Error.
Cases identified as an Product enhancements, additional Product functionality or customization to the Product will be considered for CLS’ product development roadmap or may be addressed under a specific customer statement of work for a customization. These cases are reviewed and addressed by CLS Product Management on a case-by-case basis.
CLS will adjust downgrades and upgrades of the Severity Level of an issue to reflect the most current impact on production. . In requesting any assignment of a higher Severity Level, customers must provide CLS with sufficient data to support the increased adverse impact on production and business activity.Customer is responsible to provide the correct data to justify the business impact. CLS is not responsible for any failure to meet specified targets caused by customer’s incorrect information or misjudgment of Severity Levels.
CLS does not guarantee resolution time, as this varies on a case-by-case basis. CLS technical support staff will use commercially reasonable efforts to promptly respond to the logged cases based on published Service Level policies. If a resolution demands a complicated fix, CLS’ Customer Success Engineering staff may provide reasonable workarounds enabling the customer to avoid losing critical business time. If a reasonable workaround is available to the issue logged to make it work as per the published documentation, CLS will not be under any obligation to fix the reasonable workaround.
CLS’ Customer Success Engineering staff will make every effort to meet the Service Care Objectives stated in the table below. Customer Success Engineering staff will be committed to engage with the customer contact (24×7) to resolve Severity 1 issues until the issue is resolved or until a workaround is provided to downgrade the case to a lower severity.
|Complete Loss of Service (Severity 1)||4 hours, 24×7 engagement|
|Significant Loss of Service (Severity 2)||1 business day|
|Minor Loss of Service (Severity 3)||5 business days|
|Complete Loss of Service (Severity 1)||8 hours, 24 x 7 engagement|
|Significant Loss of Service (Severity 2)||4 business days|
|Minor Loss of Service (Severity 3)||20 business days|
Note: These Support Policies are subject to change at Cloud Lending Inc’s discretion as influenced by industry standards.
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