QMetry Maintenance and Support Policy
Support Includes | Support Does Not Include |
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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 9 AM to 6 AM Indian Standard Time, Monday through Friday (9 PM to 6 PM PST Sunday 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:
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 | 2 Hours | Requires around-the-clock work until there is a Workaround or Call Remedy that satisfies LICENSEE. | Within 1 Business Day |
Severity 2 | 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 | 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 | 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.