Technical Support Policy

Epernicus will provide support to Customer by phone and email from 9:00AM – 5:00PM ET during Epernicus’ normal business days. Epernicus will respond to and complete correction of errors, defects and malfunctions, in accordance with the following schedule:

  • Severity 1: The Software Service has experienced a significant production problem that prevents operation or severely limits or is reasonably expected to severely limit the performance of the Software Service causing significant loss to Customer’s business. No workaround appears to be available.
  • Severity 2: The Software Service has experienced a significant problem that does not prevent or severely limit use of the Software Service, but prevents the Software Service from performing one or more material functions making use of the Software Service significantly inconvenient and substantially reducing the value of the Software Service to the Customer.
  • Severity 3: The Software Service has experienced a problem that does not significantly affect performance.
  • Severity 4: Enhancement request.

Epernicus will make an initial response to a Severity 1 normal maintenance call within four (4) business hours after receipt. Epernicus will use reasonable efforts to provide a fix or work around to Severity 1 issues within forty eight (48) hours after the issue is replicated by Epernicus and confirmed as an issue by Epernicus.

Epernicus will make an initial response to Severity 2 maintenance calls within one (1) business day after receipt. Epernicus will make reasonable efforts to provide a fix or work around for Severity 2 issues within four (4) business days.

Epernicus will make an initial response to Severity 3 maintenance calls within two (2) business days after receipt. Epernicus will make reasonable efforts to identify a resolution to Severity 3 issues within thirty (30) days and to incorporate Severity 3 fixes in the next upcoming release of the Software Service.

Epernicus will make an initial response to Severity 4 maintenance calls within five (5) business days after receipt. Severity 4 issues will be dealt with on a case-by-case basis.

Customer agrees to appoint one person as the principal point of contact for the communication of issues to Epernicus and for the receipt of issue fixes and work-arounds. Additionally, Customer may appoint another person as a back up of the principal contact.