Support Service Terms
Last Updated: October 11, 2023
These Support Services Terms (“Support Terms”) apply when they are referred to in the General Services Agreement (“Agreement”) that apply to an Agreement accepted by both Client and StoreToDoor Technology Inc. (“StoreToDoor”). Terms having a meaning defined in the Agreement will have the same meaning when used in these Support Terms. These Support Terms are subject to the Agreement, including the provisions of the Agreement that limit the liability of StoreToDoor, it affiliates, and other persons.
StoreToDoor may amend these Support Terms from time to time, with or without prior notice.
ARTICLE 1 DEFINITIONS
“Main Contacts” are users identified by Client as the primary liaisons between Client and StoreToDoor for support services.
“Incident” means a failure of the Services to perform materially in accordance with the applicable Documentation. Multiple support tickets for a single unique underlying issue are considered, in aggregate, to be one Incident.
“Regular Support Hours” means 9:00 a.m. to 7:00 p.m. (Saskatchewan Time) during Business Days.
ARTICLE 2 SUPPORT SERVICES
2.01 Support Services
StoreToDoor will provide Client with support services to address Incidents. Client may report Incidents through e-mail or call at a number supplied by StoreToDoor. StoreToDoor will use commercially reasonable efforts to promptly respond to each reported Incident and will use commercially reasonable efforts to promptly resolve each reported Incident. Actual resolution time will depend on the nature of the Incident and the nature of the resolution. A resolution may consist of a fix, workaround or other solution. Support is available only in English.
2.02 Designated Contacts
Client will identify Main Contacts to StoreToDoor. Client will notify StoreToDoor if Main Contact responsibilities are transferred to another individual. Client’s Main Contacts will be responsible for overseeing Client’s support case activity, developing and deploying troubleshooting processes within Client’s organization, and resolving password reset, username and lockout issues for Client.
2.03 Hours of Support
StoreToDoor will provide support services for P1 level Incidents 24 hours per day, 7 days per week. StoreToDoor will provide Support Services for P2 and P3 level Incidents during Regular Support Hours.
2.04 Cooperation
StoreToDoor must be able to reproduce errors in order to resolve them. Client agrees to cooperate and work closely with StoreToDoor to reproduce errors, including conducting diagnostic or troubleshooting activities as requested and appropriate. Subject to Client’s approval on a case-by-case basis, Client may be asked to provide remote access to its systems for troubleshooting purposes.
2.05 Incident Priority Levels
The priority level of each reported Incident will be determined by StoreToDoor, acting reasonably. StoreToDoor will use commercially reasonable efforts to respond to each reported Incident within the times indicated on the StoreToDoor website below.
Severity | Definition | Response Target | Update Frequency |
Severity 1 | Impact on critical business objective or function; risk of data loss; risk to business continuity; irreversible damage to business. For greater clarity, this refers to a situation where the entire system in respect to the Services is down and users are unable to log in. | 15 minutes | Updates will be provided at a minimum of once per hour until Return to Service Targets are met |
Severity 2 | Lack of functionality of the Services with significant impact on business operations. For greater clarity, this refers to a situation where the majority of functionality of the Services are still functioning but a critical function – such as order creation – is unavailable. | 30 minutes | Updates will be provided at a minimum of once every two hours until Return to Service Targets are met |
Severity 3 | Impact on performance of the Services, but no substantial effect on business operations. For greater clarity, this refers to a situation where performance is degraded but all functionality is available and functioning. | 4 business hours | Updates will be provided at a minimum of once every two days until the issue is resolved |
Severity 4 | Enhancement request; minor bugs that User can work around; can be resolved via troubleshooting; no immediate impact on productivity or business. For greater clarity, this refers to a situation where a specific function is experiencing issues with a reasonable workaround, or a new feature is requested. | 8 business hours | Updates on bugs will be provided at a minimum of weekly until the issue is resolved. |
NOTE: Severity 3 and Severity 4 are responded to during Vendor regular business hours (08:00 to 17:00) only. |
Response times as noted are calculated as the elapsed time from your initial request to when StoreToDoor first responds.
ARTICLE 3 GENERAL
3.01 Excluded Items
Support services do not include:
implementation, development, configuration or training services;
assistance with usernames, password resets, or user lockouts;
assistance for Third-Party Content or other products or services not provided by StoreToDoor;
Incidents arising from, or made worse by, Client’s use of unsupported browsers; or
support of custom code, unless otherwise agreed in writing.
3.02 Supported Browsers
StoreToDoor is designed to operate only on web browsers that are supported by StoreToDoor. On the Last Updated date, the supported browsers include the current versions of Google Chrome, Mozilla Firefox, Safari and Microsoft Edge. StoreToDoor does not warrant the functionality of the Services when used with other browsers, including Internet Explorer.
3.03 Charges for Certain Services
If:
StoreToDoor provides excluded items at Client’s request; or
StoreToDoor determines that a reported Incident was not caused by an error in the StoreToDoor Services;
then Client will pay for the work performed by StoreToDoor at the hourly or daily rates then charged by StoreToDoor for support services.
