The following Callibrain support services guidelines (“Guidelines”) apply to support services for your Callibrain Agreement.
1. Support Request Submission
1.1 Customer Efforts to Fix Errors. Prior to making a request to Callibrain, Customer will use reasonable efforts to fix any error, bug, malfunction or network connectivity defect without escalation to Callibrain. Thereafter, a Customer Contact may submit a written request for support through the online support center.
1.2 Characterization of Requests. Upon receiving a request from Customer Contact, Callibrain will determine whether the request is a “Service Unusable,” “Standard Request” or a “Feature Request” (as defined in Section 5). Any such determination made by Callibrain is final and binding on Customer.
1.3 Procedures for Acknowledgement and Resolution of Requests. When making a Request, Customer will provide requested diagnostic information including but not limited to: (i) describing the problem, the configuration, and Customer’s network; (ii) providing relevant data; and (iii) communicating further via email or telephone to answer questions and assist Callibrain Support Personnel as appropriate.
1.4 Request Acknowledgement. Callibrain may respond to a Request by acknowledging receipt of the Request. Customer acknowledges and understands that Callibrain may be unable to provide answers to, or resolve all, Requests.
1.5 Feature Requests. If Callibrain deems a Request as a Feature Request, Callibrain will log such Request for consideration to add to a future update or release of the Services and will consider the matter closed. Callibrain is under no obligation to respond to or resolve any Feature Request or to include any such Feature Request in any future update or release.
2. Accessing Support
2.1 Callibrain Support Center. Customer’s End Users of the Callibrain Services are provided support solely through the Callibrain Support Center, which is accessible at http://callibrain.com/support-center/ or such URL as Callibrain may provide. Customer is responsible for responding to any questions and complaints by End Users or other third parties relating to Customer’s or its End Users’ use of the Services, with such support services to be provided at Customer’s own expense.
2.2 Support Hours and Target Initial Response Times. Callibrain will provide support during business hours from 9:00 a.m. to 5:00 p.m. U.S. Central time. The initial target response time is 1 business day or less depending on volume.
3. Standard Support
All Customers will receive Standard Support which includes the following:
- Automatic product upgrades of the Services
- Maintenance updates of the Services
- Online self-help and training for End Users and Administrators designed to assist Customers with implementation and use of the Services
- Access to support by web
4. General Provisions
4.1 Updates to Guidelines. Callibrain may update these Guidelines from time to time but any update will not have a material adverse effect on Customer.
4.2 Maintenance. To ensure optimal performance of the Services, Callibrain performs periodic Maintenance. In most cases, Maintenance will have limited or no negative impact on the availability and functionality of the Services. If Callibrain expects planned Maintenance to negatively affect the availability or functionality of the Services, Callibrain will use commercially reasonable efforts to provide at least seven days advance notice of the Maintenance. In addition, Callibrain may perform emergency unscheduled Maintenance at any time. If Callibrain expects such emergency unscheduled Maintenance to negatively affect the availability or functionality of the Services, Callibrain will use commercially reasonable efforts to provide advance notice of such Maintenance.
4.3 Language. The parties agree that all support provided by Callibrain to Customer pursuant to these Guidelines will be provided in the English language.
4.4 Term of Support. Callibrain will only provide the support services described in these Guidelines during the term of the Agreement and will have no obligation to provide any support services to Customer after the expiration or termination of such Agreement.
5. Glossary of Definitions
For the purpose of these Guidelines, the capitalized terms below will have the following meanings:
5.1 “Customer Contacts” means Administrators designated in the Callibrain Account Management Console.
5.2 “Feature Request” means a Request by a Customer Contact to incorporate a new feature or enhance an existing feature of the Services that is not then available as part of the existing Services.
5.3 “Callibrain Support Personnel” mean the Callibrain representatives responsible for handling support requests.
5.4 “Maintenance” means maintenance work that is performed on hardware or software delivering the Services.
5.5 “Request” means a request from Customer to Callibrain Support Personnel for technical support to resolve a question or problem report regarding the Services.
5.6 “Service Unusable” is any situation where Customer is unable to access or use the Services for the majority of its End Users
5.7 “Standard Request” means a Request made by Customer to Callibrain that is not a Service Unusable Request or Feature Request.