Support Policy

Cloud Lending Solutions – Support Policy

Overview

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.

Scope of Support services

Product support

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.

  • Hot fixes – Severity Level 1 fixes that are created to address any problems with CLS’ Code shall be delivered as patches.
  • Any other CLS Code resolutions for Severity Levels 2 and 3, or CLS’ Code feature enhancements, shall be scoped in upcoming CLS product releases. If the resolution is de-scoped from next available release, customers will be informed of the resolution timeline.
  • Support in the form of advice related to troubleshooting or query of problem resolution related to usage of the standard software will be via the CLS’ web-based support portal support.cloudlendinginc.com. Support for problems or issues will be provided with reasonable response times.

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:

  • At the CLS’ discretion, and
  • In accordance with the CLS’ standard hourly services fee at mutually agreed rates, on a case-by-case basis.

Product releases and upgrades

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.

Customer Support Portal

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.

Technical Support Contacts and Responsibilities

  • First Line Support shall include but not be limited to (i) a direct response to users with respect to inquiries concerning the performance, functionality or operation of the Product, (ii) a diagnosis of problems or issues of the Product, (iii) a resolution of problems or issues of the Product, if possible, and (iv) identifying if the request relates to the Product.
  • CLS may designate one or more individuals as “technical contacts” to serve as liaisons with customers for technical support of the Product. When submitting a service request, CLS’ technical contact must have a baseline understanding of the problem they are encountering and an ability to identify if the issue relates to the Product and describe the problem (and if possible, reproduce it) in order diagnose and triage the problem. To avoid interruptions in Support Services, customers must notify CLS’ representative or CLS’ Support team whenever customers’ technical contact responsibilities are transferred to another individual.
  • CLS’ technical contacts shall be responsible for (i) diagnosing and identifying if the request relates to (A) the CLS Code or (B) Non-CLS Code, (ii) over-seeing service request activity, (ii) developing and deploying troubleshooting processes and (iii) initiating cases via the support portal.
  • CLS may review service requests logged by technical contacts, and may recommend specific training to help avoid service requests that would be prevented by such training.
 

Support Process

  • Reporting Support Issues. Customers initiate Support Services requests by submitting a case on the CLS Support Portal support.cloudlendinginc.com.
  • Assignment of Severity Levels. Customers assign a Severity Level at the time the case is logged. CLS may propose that the Severity Level designated by customers be reclassified (i) if CLS reasonably considers that the Severity Level has been incorrectly designated, or (ii) a Severity Level designation may be proposed to be downgraded to reflect changed circumstances (for example, a Severity Level 1 error may be proposed to be downgraded to Severity Level 2 or 3 after a workaround has been implemented). If customers do not agree with the proposed reclassification of Severity Level, CLS and customers will agree an approach in good faith.
  • Severity Level diagnoses that are determined to relate to Non-CLS Code will be removed and customers are responsible , unless CLS agrees to resolve Non-CLS code problems.
  • CLS will not execute CLS Code feature enhancements until approved by CLS’ product management team.
  • CLS will provide issue updates and relevant details in the Support Portal. Licensor will update the case with a root cause analysis within 15 days of resolution.

Severity Levels Definition

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
  • System has crashed and is not available
  • A complete feature of a critical business flow is not available or inaccessible
  • Data is severely corrupted which is causing considerable business loss
Severity Level 2 – means CLS’ Code is not functioning to the degree that
  • Product features are operational but defective to the point of impact on users
  • Issue is persistent and affects many users
  • Significant function is impacted with no reasonable workaround available
  • Data is corrupted which is causing moderate business loss
 

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.

Change of Severity Level

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.

Response Times (See Package Explanation Grid Below)

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.

Cloud Lending Premium Care Support Package

High Priority, Focused, Dedicated Support Service:
  • Fast response times for high priority issues
  • Product upgrade assistance
Target Response Times – Premium
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

Cloud Lending Basic Care Support Package

Target Response Times – Basic
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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