Partner Technical Support Services Guidelines
The following Partner technical support guidelines ("Partner TSSG") apply to support services for the Partner Console, provided by Infiflex to Partner pursuant to the terms and conditions in the Infiflex Apps Partner Agreement ("Agreement").
1.1 Partner Efforts to Fix Errors. Prior to making a request to Infiflex, Partner shall use reasonable efforts to fix any error, bug, malfunction or network connectivity defect without escalation to Infiflex. Thereafter, a Partner Contact entitled to access Partner Console support may submit a written request for technical support by mail to helpdesk@infiflex.com , or by phone.
1.2 Characterization of Requests. Upon receiving a request from Partner Contact, Infiflex will determine in its sole discretion whether the request is a "Service Unusable under CATEGORY A/B," "Standard Support under CATEGORY C" or a "Feature Request" as defined in Section 4; Infiflex’s determination in this regard will be final and binding on Partner.
1.3 Procedures for Acknowledgement and Resolution of Requests. When making a Request, Partner will provide requested diagnostic information including but not limited to: (i) describing the problem, the configuration, and Partner’s network; (ii) providing relevant data; and (iii) communicating further via email or telephone to answer questions and assist Infiflex Support Personnel as appropriate.
1.4 Request Acknowledgement. Infiflex’s response to a Request may consist of receipt of and acknowledgement by Infiflex of the Request and may not include resolution of that Request. Partner acknowledges and understands that the Partner Console provided by Infiflex may not be perfect or error-free and that, despite Infiflex’s commercially reasonable efforts, Infiflex may be unable to provide answers to or resolve some or all Requests. Infiflex makes no promises, guarantees or assurances of any kind that it will be able to resolve all of Partner’s Requests.
1.5 Feature Requests. If a Request is deemed by Infiflex to be a Feature Request, Infiflex will log the Feature Request for consideration to add to a future update or release of the Partner Console and shall consider the matter closed. Infiflex shall be under no obligation to respond to or resolve any Feature Request or to include any such Feature Request in any future update or release.
3.1 Updates to Guidelines. These Guidelines may be updated by Infiflex from time to time.
3.2 Scheduled Maintenance. Infiflex will perform Scheduled Maintenance on the Partner Console periodically. During Scheduled Maintenance, portions of the Partner Console will be unavailable for use. Infiflex will provide advance notice of such Scheduled Maintenance through the Partner Console, or e-mail, or both.
3.3 Language. The parties agree that all support provided by Infiflex to Partner pursuant to these Guidelines will be provided in the English language.
3.4 Term of Partner Support. The support services provided by Infiflex pursuant to these Guidelines shall be limited to the term of the Agreement entered into by Partner and Infiflex under the Agreement. Infiflex has no obligation to provide any Partner support services to Partner after the expiration or termination of the Agreement.
"Business Day" means any day other than Saturday, Sunday or commonly recognized international Holiday.
"Feature Request" means a Request that is unique to Partner and is not a Standard Partner Support Request or Service Unusable situation (as determined in the sole discretion of Infiflex), which includes but is not limited to requests by a Partner Contact to incorporate a new feature or enhance an existing feature of the Partner Console.
"General Availability Date" means the date when Infiflex first makes the Partner Console described in the Agreement generally available to Partners, as determined by Infiflex in its sole discretion.
"Infiflex Technical Support Personnel" mean the Infiflex representatives responsible for handling Partner Console technical support requests.
"Hours of Operation" are Monday 9:00 AM to Friday 5:00 PM Indian Standard Time.
"Request" means a request from Partner to Infiflex Partner Console Technical Support Personnel for technical support to resolve a question or problem report regarding the Partner Console .
"Partner Contacts" means Partner administrators designated for the Partner.
"Scheduled Maintenance" means a period of Partner Console service unavailability that is planned in advance and for which notice is provided, Scheduled Maintenance is not included in calculation of any Partner Console service level agreements.
"Service Unusable" is any situation where Partner is unable to access or use the Partner Console for the majority of its administrators for a period of time greater than fifteen minutes.
“Category A” is when the live system of end Customer has come to a halt and users are no longer able to process data, using the operational software.
“Category B” is when a problem in the operational software which causes serious disruption of a major business function or an important business process can no longer be executed and cannot be (temporarily) solved by a workaround.
“Category C” is a non-critical problem, during which Customer is able to continue to run the system, with or without a work-around. Or, a problem in the operational software that does not fall into category A or B.