QMetry Maintenance and Support Policy

Support Includes

Support Does Not Include

  • Assistance with issues found during installation
  • Guidance with basic configuration issues
  • Guidance with supported integrations
  • Identifying and troubleshooting issues found in the system
  • Assistance with issues found during upgrades
  • Customers without a valid maintenance agreement
  • Help with Unsupported Versions of the Software
  • Issues involving installations on unsupported platforms (see minimum requirements section of the installation guide)
  • Backup or other maintenance of the OnPrem server(s)
  • Third-party application support
  • Non-English language support
  • Items covered by Professional Services

Professional Services


Professional Services Are Available For:

  • Training
  • Migration
  • System & Performance tuning
  • Deployment & Capacity Planning
  • Installation & Upgrade Services
  • Creating/Assistance/Updating Custom Reports & Queries
  • Custom development of translator/scripts
  • Custom product features

General Statement of QMetry's Responsibilities

QMetry shall, in accordance with the procedures and response times set out in this document (a) correct any defect, error, or failure of the Software to conform to the Documentation, any specifications set out in the Documentation, or any other agreed upon specifications (each a “Defect”) and (b) perform the other obligations set out in this document.

Problem Resolution

QMetry's standard problem resolution support shall include email support. QMetry shall e-mail assistance to Licensee with respect to use of the Software and Service to resolve Defects at an e-mail address designated by QMetry from time-to-time. Support Services will be available 9AM to 6AM Indian Standard Time (9 PM to 6 PM PST), Monday through Friday, excluding any Federal and State of California recognized holidays, a list of which may be obtained from QMetry at Licensee’s request.

SaaS Software Update Program

When Updates, Upgrades, and Releases become available, QMetry will promptly announce the the same through email and provide a notice on the QMetry login page in advance. The Software and Service upgrade will be conducted automatically by QMetry.

On-Premise Software Update Program

On-premises Software (aka "on-prem") refers to when the Software is installed and runs on computers at the premises of the Licensee using the Software, rather than using QMetry's in the cloud SaaS service.

When Updates, Upgrades, and Releases become available, QMetry will promptly distribute them electronically to Licensee (provided that Licensee is in good standing) along with any associated updated Documentation. QMetry shall support each Major Release of the Software, for one (1) year from the date of QMetry's delivery of the same to Licensee. For purposes of the foregoing, a “Major Release” shall mean a release of Software that provides new or additional features and/or functions. Major Releases are designated by QMetry as a change in the ones digit of the Software version number [(x).x.x.x]. An Upgrade (a.k.a. "Minor Release") shall mean an incremental release of the Software that provides maintenance fixes and additional features. Upgrades are designated by QMetry as a change in the tenths digit(s) of the Software version number [x.(x).x.x]. Upgrades includes a build number to the right of the tenths digit of the Software version number [x.x.(x).x]. An “Update” (a.k.a. "Patch") shall mean an incremental release of the Software that provides maintenance fixes. Updates are designated by QMetry as a change in the digit(s) to the right of the hundredths digit of the Software version number [x.x.x.(x)].

On-Premise Version Support

To realize maximum value from QMetry's innovation and ongoing enhancements, Licensee should download and install the latest version of the Software. QMetry realizes this is not possible in all cases. QMetry strives to provide technical compatibility across versions and to give Licensee easy ways to upgrade. QMetry provides Support for the most recent major version [(x).x.x.x] for one (1) full year after the Major Release becomes available in order to help provide Licensee with the flexibility needed when business contraints delay upgrading.

Customers who continue to use non-supported versions of the Software can still access the Support Portal to search the knowledge base for frequently asked questions related to the prior release. Customers who submit tickets related to a non-supported version may be required to upgrade to the current release before the issue can be addressed by QMetry's Support Team.

New Feature and Custom Query/Report Requests

QMetry is always interested in improving our software. If Licensee has a new feature, query, or report request, please submit it by creating a ticket using the Support Ticket Logging Process. QMetry's Support Team will review the request and inform Licensee if the feature is already on the roadmap, has been added to roadmap, is not yet on the roadmap, or if the request has been denied. If Licensee’s feature request has been added to roadmap, Licensee will be provided a timeline for that feature. Any suggestions regarding new features or future products or services that Licensee submits will become the property of QMetry.

Support Ticket Logging Process

QMetry's Support allows Licensee to log Support issues in three ways:

  1. Feedback Button: The QMetry application provides a "Feedback" button on the main toolbar that can be used to create a support ticket directly into the Support Portal. By using the Feedback button, QMetry will automatically add instance specific information to help in the reporting of any issue.
  2. Support portalQMetry's Support portal, allows Licensee to log tickets and view support related FAQ and forums. Please follow the following process:
      1. Go to https://qmetrysupport.atlassian.net/servicedesk/customer/portals
      2. Choose the product and you can create a new ticket.
      3.  Login to the portal to review tickets created by you.
  3. Sending an email:   Licensee can also create a ticket by sending an email to qtmprofessional@qmetrysupport.atlassian.net. The support portal automatically sends an email back to Licensee with the created ticket. Once a ticket is created, please wait for the Support Team to respond to it. The Support Team will typically respond to the ticket in less than 2 hours and in accordance to the Severity Level times documented below.

Bug Severity Levels / Response Times

QMetry shall address the Severity Levels set out below in the time periods described below, provided that classification of any problem among Severity Levels shall be in accordance with the definitions specified below which shall be determined in Licensee’s reasonable, good faith discretion. QMetry shall ensure that Support is available at least 99.9% of the time measured on a calendar month basis (the “Service Level”), except for: (i) planned downtime for routine maintenance (for which QMetry shall give at least 48 hours notice and which QMetry shall schedule between midnight and 3am, Eastern time), (ii) emergency maintenance (for which QMetry will give as much advance notice as is reasonable under the circumstances), and/or (iii) downtime resulting from causes beyond the reasonable control of QMetry that are unforeseeable and unavoidable, including, without limitation, interruption or failure of telecommunication or digital transmission links (items (i)-(iii) collectively, “Downtime”). With respect to the Support described herein, for each hour or fraction thereof in a given month that the Service Level is not met (for the avoidance of doubt, excluding Downtime), Licensee shall receive a credit equal to one (1) day’s worth of fees. In addition, if the Service Level is less than 98% in any given month, or less than 99% in two months in a rolling period of four calendar months, Licensee may terminate the Agreement immediately upon notice to QMetry.

Bug Severity Levels

Severity 1 (Blocker): The Software is unavailable or performance has degraded to such an extent as to make the Software non-functional. QMetry will commit resources to provide a Patch, workaround, fix, or a remedial plan to resolve the issue within the specified Response Time Goals.

Severity 2 (High):  Performance of an important component of the Software has degraded from normal performance or functionality which impacts system operations significantly. QMetry will commit resources to provide a Patch, workaround, fix, or a remedial plan to resolve the issue within the specified Response Time Goals.

Severity 3 (Medium): There is an issue with the Software causing specific functionality of the Software to be degraded. Although the functionality of the specific component is noticeably impaired, most system operations continue. QMetry will commit resources to provide a Patch, workaround, fix, or a remedial plan to resolve the issue within the specified Response Time Goals.

Severity 4 (Low): A general usage question, report of a documentation error, or recommendation for a new feature or product improvement with medium-to-no impact on the business or the performance or functionality of the Services or Software.

Response Time Goals

Severity Level

Initial Time to Respond 1

QMetry Effort Required for Resolution

Temporary Resolution or Workaround 2

Severity 1
(Blocker)

2 Hours

Requires around-the-clock work until there is a Workaround or Call Remedy that satisfies LICENSEE.

Within 1 Business Day

Severity 2
(High)

4 Hours

Requires continued work until there is a Workaround or Call Remedy that satisfies LICENSEE, but the work does not need to be around-the-clock.

Within 2 Business Days

Severity 3
(Medium
)

Within 1 Business Day

Requires continued work until there is a Workaround or Call Remedy that satisfies LICENSEE, but the work does not need to be around-the-clock.

Within 5 Business Days

Severity 4
(Low)

Within 1 Business Day

Does not require immediate response.

N/A

1 Response Time: The time begins when Licensee contacts QMetry to report a Defect during standard operating hours.

2 Temporary Resolution/Workaround: This is the time it takes QMetry to apply a temporary fix or workaround to the reported Defect measured from the time at which the initial notification was made (i.e., QMetry will provide Licensee with a temporary fix or workaround that solves or by-passes the reported Defect and that can be used by Licensee with minimal impact). The timeline is contingent on the Licensee providing QMetry the support needed to verify and replicate the issue, and, when necessary, apply Patches or updates.

Resolution Parameters

It is QMetry’s goal to resolve all customers' reported issues in a timely manner. Actual resolution time is dependent upon several factors including:

  • The nature and complexity of the issue
  • Ability of Licensee to respond to a support query
  • Ability of Licensee to perform any required diagnostic tests in a timely manner as requested by QMetry's Support Team
  • Ability of Licensee to provide detailed technical information when requested
  • Ability of Licensee to provide access, when necessary, to Licensee's SaaS or On-Premise instance.

Resolution times are not standard for all types of tickets and are subject to change depending on the type and priority of a ticket.

Back-Up Services

QMetry shall maintain recovery procedures in the event of loss or corruption of data and perform the following back-up services with respect to all of Licensee's data stored in connection with Licensee’s use of the Software and Services. QMetry will ensure that regular back-up procedures do not impact the performance or the 24/7 availability of the Software and Services.

  • QMetry will test and install system upgrades or Software and Services following agreement with Licensee
  • Keep at least one level of rollback to allow undoing any Patch, update, or upgrade deployed by QMetry
  • Full Backups Performed Nightly
  • Backups retained for 30 days

Maintenance Windows

QMetry shall establish maintenance windows during which time QMetry may take down the network to conduct routine maintenance checks. If the network will be down for more than fifteen (15) minutes within this window, QMetry shall so advise Licensee prior to any scheduled maintenance. QMetry may change its maintenance window upon 5 days written notice to Licensee. QMetry must consult with Licensee in advance of any changes to the network or Software or Services in order to ensure continuous compatibility with the Licensee's operating environment. Scheduled maintenance windows shall be timed to coincide with times of minimal traffic for Licensee. QMetry shall take into account the global timing of Licensee's usage patterns to determine times of minimal traffic, and Licensee may, at its discretion, designate a reasonable range of hours for maintenance windows. QMetry reserves the right to schedule Down Time (an unscheduled maintenance window) at any time of the day with up to zero notice if QMetry reasonably determines that a failure to act immediately would lead to harm to either QMetry or Licensee.