Inuvika Support Policy
1. DEFINITIONS
“Business Hours” refer to INUVIKA’s business hours as posted on the INUVIKA website. In North, Central and South America, this is between 3:00 am and 7:00 pm Eastern Standard Time and does not include Saturday, Sunday or statutory holidays in Ontario, Canada. In Europe, this is between 9:00 am and 11:00 pm Central European Time and does not include Saturday, Sunday or statutory holidays in France. The End User, Hosting Partner or Support Partner will be assigned to one of these time zones for resolving Support Incidents. If the End User, Hosting Partner or Support Partner requires resolution of Support Incidents at other times, it will need to be separately arranged as premium support at additional costs.
“Certified Release” refers to any release of Software issued by INUVIKA. Certified Releases include:
(a) “Major Release” which is any update identified by a version number of “X.Y”; and
(b) “Maintenance Release” which is any update identified by a version number of “X.Y.Z”
“Defect” means a Software failure or fault causing critical problems reported by the Support Partner, Hosting Partner or End User that is actual, reproducible and identifiable by INUVIKA and not otherwise fixable without the intervention of support provided by INUVIKA.
“End User” refers to the entity that has installed and is using the Software.
“Hosting Partner” refers to an entity that delivers a service to End Users using Inuvika Products as part of a “desktop as a service” or other service arrangement where Inuvika Products are bundled with the Hosting Partner’s services.
"INUVIKA Product” means the binary-code version of the Software, as applicable, including associated application programming interfaces, for which an Order has been received and which is installed by End User or End User’s agent at End User’s premises or at an End User-controlled space within a third-party data center or at a Hosting Partner as the case may be. In the case of ResoluteOS in shall mean the Software for which an Order is received and which is installed on End User devices.
“Level 1 Support” shall include, but not be limited to:
a) basic support and troubleshooting, such as password resets, printer configurations, break/fix instructions, ticket routing, collection of relevant problem determination information and escalation to Level 2 support provision.
b) general “how to” product information (pre-sales and post-sales) about the Inuvika Product and processes relating to configuration, installation, updates and feature set support;
c) regular problem resolution status reports to End User(s);
d) resolution of problems previously identified and addressed through documentation available on Inuvika’s website.
e) basic support on the standard protocols and features of the Inuvika Product; and
f) collection of relevant problem determination information for escalation to Level 2;
“Level 2 Support” means the support made available to End-User by support personnel of Inuvika, Support Partner, or Hosting Partner (where delivered as a bundled service to End Users). Level 2 Technical Support includes, but is not limited to:
(a) Identifying the source of the problem, determining if it is unrelated to the Inuvika Product or falls outside Level 1 Support.
(b) Using all knowledge resources to expertly address installation and break/fix issues, and providing advanced support on all Inuvika Product protocols and features.
(c) Performing initial problem isolation and recreation, including obtaining known End User environment variables to assist in reproducing the issue.
(d) Developing a reproducible test case for the issue, documenting the details, and defining an action plan for resolution or escalation to Level 3 Support.
(e) Performing interoperability testing, resolving interoperability issues, and managing configuration problems through troubleshooting.
(f) Developing and implementing workarounds, where reasonably possible, to resolve problems directly.
(g) Installing patches provided by Inuvika for known product issues.
(h) Analyzing and diagnosing problems remotely to the extent possible using available tools.
(i) Escalating unresolved problems to Level 3 support personnel, including all knowledge base searches attempted and a transferable zip file containing all applicable logs and steps used to recreate the problem.
In the case of a Hosting Partner, Level 2 Support shall also include working with Level 3 Support at Inuvika to resolve all escalated problems.
“Level 3 Support” shall be delivered by Inuvika and means the problems not resolved by Level 1 Support or Level 2 Support and generally identified as a Defect where:
(a) no documentation or patches exist within Inuvika’s knowledgebase, websites or other format; or
(b) documentation does exist, but does not resolve the problem;
“Maintenance Service Agreement” means the agreement pursuant to an Order under INUVIKA’s General Terms and Conditions.
“Order” refers to all the contractual documents pertaining to Software governing the relationship between INUVIKA and Support Partner, End User or Hosting Partner, as the case may be.
“Portal” a secure website owned by INUVIKA and used to manage and track Tickets. Support Partner, Hosting Partner or End User as the case may be, use the Portal to report Tickets directly to INUVIKA. The Portal is used to track Support Incidents and to maintain a record of Tickets.
“Service” means any support service provided by Inuvika or support purchased directly from Inuvika.
“Software” means all or any part of the Inuvika OVD Enterprise software or ResoluteOS software subscribed to and identified in the Order and used pursuant to Inuvika’s General Terms and Conditions or, in the case of ResoluteOS, pursuant to the ResoluteOS EULA.
“Support Incident” is defined as a request for INUVIKA support to fix a Defect in the INUVIKA Software Product whereby the Software Product has either broken and/or is missing functionality previously understood by both parties to be available.
“Support Partner” shall mean only those partners authorized by INUVIKA to deliver Level 2 Support who, pursuant to an agreement with INUVIKA, also sell INUVIKA’s Products and Services and who enter into resale transactions with the End Users on its own account for installation of Inuvika Products in the End User’s chosen environment or an Inuvika Hosting Partner who Is delivering INUVIKA Products and Services as a DaaS or hosted service.
“Ticket” is the identification used by INUVIKA support to track each Support Incident in its Portal.
2. INTRODUCTION
The purpose of this document is to clearly define the services provided by INUVIKA to a Hosting Partner or End User for the technical support for INUVIKA Software. This document describes how Support Incident requests are created and prioritized as well as INUVIKA’s target response times. It also outlines the definitions and responsibilities for both INUVIKA and the Hosting Partner or End User regarding support requests.
3. SUPPORT SERVICES
This section details the process for requesting support as well as INUVIKA’s standard service level target timelines for responding to every Support Incident. The target response times vary depending on the designated severity of the Support Incident as determined using the criteria defined in Section 3.4. INUVIKA will respond to all Support Incidents in accordance with this section.
3.1 INUVIKA PROVDIED SUPPORT SERVICES
INUVIKA provides support for INUVIKA Software only. INUVIKA Support provides engineering level technical support to identify and resolve technical issues related to INUVIKA Software that could not be resolved by the Support Partner, Hosting Partner or End User. The purpose of support provided by INUVIKA is to register and classify received user incidents and to undertake remedial efforts based on severity as set out in section 3.4 below in order restore service as quickly as possible.
3.1.1 SUPPORT PROVIDED BY INUVIKA:
Inuvika provides in-depth and advanced technical support services to troubleshoot technical issues. For End Users, who are under a Maintenance Service Agreement pursuant to an Order with Inuvika, Inuvika will deliver Level 2 Support and Level 3 except in cases where a local Support Partner or Hosting Partner may provide Level 2 Support, in which case, Inuvika would only deliver Level 3 Support to the End User. For Hosting Partners and Support Partners, Inuvika will only deliver Level 3 Support.
Any support services provide by INUVIKA are strictly for issues related to INUVIKA software. INUVIKA will not, under any circumstance, assist with issues outside of the INUVIKA ecosystem.
INUVIKA offers the following as part of its standard support:
(a) Access to the Portal;
(b) Availability during Business Hours for initial response and ongoing related responses;
(c) Initial response times as defined in Section 3.5 based on severity;
(d) Allowing two (2) Support Partner, Hosting Partner or End User contacts with direct access to the Portal.
3.1.2 SUPPORT NOT PROVIDED BY INUVIKA:
Standard Support services do not include Level 1 Support or issues that are unrelated to INUVIKA Software, including, but not limited to network issues, hardware, operating system and hypervisor issues (infrastructure).
3.1.3 ADDITIONAL SUPPORT SERVICES:
INUVIKA may, at its discretion, provide additional support services outside of the scope standard support services provided by INUVIKA.
These services will be charged at INUVIKA’s hourly rate at the time of the service request and will be charged in 15 minute increments. The types of additional support services may include network issues, hardware, operating system and hypervisor issues (infrastructure).
Additional support services will not include design or installation of INUVIKA software. This is available as consultancy service and must be separately quoted by INUVIKA.
3.2 PREREQUISITIES FOR USING INUVIKA SUPPORT SERVICES
In order to use INUVIKA Support, there must be a current Maintenance Service Agreement in place for OVD Enterprise and, in the case of ResoluteOS, a current subscription agreement.
The individual contacting INUVIKA must have an internet connection and an email address, either directly or through an internet service provider.
End Users are required to upgrade to the most current Maintenance Release version in order to receive Support Services on a Major Release version. No Support Services will be supplied for any version of INUVIKA Software that is end of life. Version history, including currently supported versions can be found at https://www.inuvika.com/support/#history.
The Support Partner, Hosting Partner or End User who wishes to obtain INUVIKA Support must have personnel who are sufficiently skilled and trained in the use of the INUVIKA Software, to communicate Support Incidents and to carry out instructions for any required solutions.
In order to maintain the most efficient level of communication, it is required that individuals reporting incidents on behalf of the Support Partner, Hosting Partner or End User be pre-designated product experts. The names and emails of these resources are to be provided to the INUVIKA Support Team and they must be registered in the Portal. This process will ensure that only issues that require INUVIKA’s resources are submitted and that communication remains streamlined between the INUVIKA support team and the designated contacts. If someone, other than these individuals, reports a Support Incident, the Portal will not log the incident. It is therefore recommended that careful thought be given to names and e-mail of the persons responsible for communication with the INUVIKA Support Team.
3.3 SUPPORT INCIDENT PROCESS
Initial trouble shooting must be performed by the End User, Hosting Partner or Support Partner to determine if the incident identified is related to INUVIKA Software and to determine if the incident is reproducible. If no resolution can be found and the incident is related to INUVIKA Software, the Support Partner, Hosting Partner or End User will report the incident to INUVIKA Support as defined below.
INUVIKA’s standard support service allows Support Partners, Hosting Partners or End Users to log a Support Incident in the Portal at https://support.inuvika.com Support Incidents may be reported 24 hours a day, 7 days a week, 365 days a year.
3.4 INUVIKA SUPPORT INCIDENT SEVERITY LEVELS
The following factors should be used to assess the priority of a Support Incident:
- Business and financial impact
- Workaround
It is not necessary (nor is it likely) to have a perfect match of each factor to determine the severity level for a Support Incident. A given incident must be judged against each of the factors and then an overall assessment must be made to determine which severity level best applies to the incident as outlined below.
SEVERITY LEVELS
Severity 1
(Critical)
Business Impact
The incident results in a critical business function being halted.
The incident causes a total system shutdown, malfunction, unrecoverable data loss, or missing major INUVIKA Product functionality previously understood by both parties to be available.
Workaround
There is no acceptable workaround to the issue (i.e., the desired function cannot be performed in any other way).
Note: any issue that has an acceptable workaround is not considered Severity 1.
Severity 2
(High)
Business Impact
The incident results in a critical business function being halted.
The incident causes a total system shutdown, malfunction, unrecoverable data loss, or missing major INUVIKA Product functionality previously understood by both parties to be available.
Workaround
There is an acceptable and implemented short-term workaround.
Severity 3
(Low)
Business Impact
The incident has a minor or insignificant business impact.
The incident does not impact a critical business function when using the INUVIKA Product and users are still able to complete most tasks and carry out their day-to-day duties in a reasonable manner.
Typically, this would be considered a nuisance or cosmetic type of problem.
Workaround
There may or may not be a workaround.
3.5 INUVIKA SUPPORT INCIDENT RESPONSE TIME TARGETS
The Standard Level Support coverage provides response time targets for the three severity levels. INUVIKA will make reasonable commercial efforts to provide an initial response for recorded Support Incidents in accordance with the assigned severity, defined as follows:
Target Initial Response Time
Severity 1
(Critical)
Within four (4) hours or by 13:00 CET/07:00 EST on the next business day if reported outside of Business Hours.
Severity 2
(High)
Within two (2) business days
Severity 3
(Low)
Within five (5) business days
In the event that any third-party software is sold by Inuvika along with an Inuvika Product, the support policy of the third-party software will take precedence over the Inuvika support policy and response times for any incident involving the functionality of that software. Inuvika will only support the third-party software on a best-efforts basis.