The following available support services are made in connection with Customer’s access and use of the CodiQ Platform.
1. Definitions
CodiQ-Cloud: means a software-as-a-service hosted model, managed by CodiQ. CodiQ Designer Studio environments are managed on a dedicated, secured, private cloud. A single CodiQ-Cloud deployment will be shared for all Customer’s projects.
Non CodiQ-Cloud: means a deployment of CodiQ Designer Studio on Customer’s premises or cloud environments.
Support Priority: CodiQ will make all reasonable efforts to provide responses based on priority levels detailed further below (P1, P2 and P3), which we measure by urgency and level of impact. This assessment then determines our response times and the actions we take to resolve your incident.
Initial Response: A support representative has acknowledged receipt (via phone or email) of the support request and is working on the incident. This is defined as initial contact by a CodiQ representative from the time a call is placed, or a ticket is created. The incident has been logged and a ticket generated.
Continuous Updates: A support representative has shared an update that provides the status and progress made towards case resolution. The support representative should update you as often as is reasonable and possible between the contractually required SLA updates.
Relief: The incident reported is resolved.
Normal Business Hours: between the hours of 9:00-17:00 on Sundays-Thursdays (excluding holidays) unless otherwise agreed with the Customer in the Agreement.
Evaluating Issue Priority
We use the below criteria to determine incident priority:
| Priority Level | Priority Definition | Impacts |
| Priority 1 | Critical Outage | Downtime, malfunction of service that has a severe, immediate adverse impact on customer’s operability. |
| Priority 2 | High Significant Loss of Operability | Functional degradation or malfunction that significantly affects the customer’s operability. |
| Priority 3 | Medium or Low No Operability Impact | Standard inquiry or malfunction that has a minor impact on the ordinary course of the customer’s operability. |
2. Available Support Channels
Phone, email or other available remote service channels made available by CodiQ.
3. Response SLAs
Incidents reported will be handled in the timeframes outlined below.
Relief efforts will continue remotely as provided below until any of the following: CodiQ determines that the incident is resolved, a bypass or a workaround is available, the source of the problem lies with third-party software or hardware, Customer informs us that the incident is no longer an issue, and/or CodiQ’s follow-up requests to Customer go repeatedly unanswered.
| Issue Priority* | Initial Response Non CodiQ-Cloud | Initial Response CodiQ-Cloud | Relief |
| Priority 1 | 30 Minutes | 5 Minutes (Automated) | Work continuously until Relief |
| Priority 2 | 90 Minutes | 5 Minutes (Automated) | Work continuously during Normal Business Hours until Relief |
| Priority 3 | Business Day | Business Day | Prioritize the support queue or product road map, as applicable. |
*Under Non-Production Services, the Customer is not entitled to Priority 1 and Priority 2 response levels shall be made available with respect to conditions defined as Priority 1 hereunder.
4. Customer’s Obligations
- Must provide the CodiQ support representative access to the remote location (if operated on a private environment).
- Must provide a technical focal point to cooperate and work continuously with the CodiQ support representative throughout the incident.
- In the event that third-party suppliers are involved in the service delivery, the Customer must ensure that a technical focal point on behalf of a such third party is made available to assist in troubleshooting.
- Must provide all relevant information, test log and results, and data as shall be requested by the CodiQ support representative, from the initial incident report through resolution.
5. Limitations.
CodiQ’s obligations hereunder will apply to the CodiQ Platform and Services, provided that CodiQ shall have no obligation to provide support services hereunder if the CodiQ Platform and/or Services have been, within its reasonable discretion: (i) used other than in accordance with the Agreement, CodiQ instructions or applicable documentation; (ii) modified, repaired, serviced, maintained or altered by anyone other than CodiQ without CodiQ’s prior written approval; (iii) used in connection with hardware or software not recommended by CodiQ; (iv) damaged as a result of the acts or omissions of Customer or any other event over which CodiQ does not have control; or if (v) Customer has failed to adhere to its obligations as outlined herein with respect to any support services. Notwithstanding the foregoing, CodiQ may elect, in its sole discretion, to provide support services despite the occurrence of one or more of the aforesaid limitations and the aforesaid shall not be construed as a waiver by CodiQ of any of its rights hereunder or under the Agreement.
6. Data and Recovery.
Customer will be solely responsible for management of its data back-up, data recovery, and disaster recovery measures. CodiQ and its authorized service representatives will not be responsible or held liable for Customer’s internal processes, procedures or requirements to ensure the protection, loss, confidentiality, or security of Customer’s Data or information.
7. Uptime Commitment.
The CodiQ-Cloud service shall be fully available at least 99.9% of the time, calculated monthly. The uptime commitment shall exclude scheduled maintenance and/or downtime caused outside the reasonable control of CodiQ. Scheduled maintenance will take place during non-business hours and will not exceed (i) 6 hours in duration for any individual instance and (ii) 12 hours in the aggregate during any calendar month. CodiQ will provide prior notice of at least 2 business days before any scheduled maintenance.