Chronicle Technical Support Services Guidelines

Last Modified: October 1, 2020 | Previous Versions

The Chronicle Technical Support Services Guidelines (the “Guidelines ”) applies to agreements where Chronicle provides Chronicle TSS to Customer in connection with the Services (as amended from time to time, the “Agreement ”). Capitalized terms used but not defined in these Guidelines have the meanings given to them in the Agreement.

1. Support Request Submission.

1.1 Customer Efforts to Fix Errors.

Prior to making a request to Chronicle, Customer will use reasonable efforts to fix any error, bug, malfunction or network connectivity defect without escalation to Chronicle. Thereafter, a Customer may submit a written request for technical support through (a) the mechanism that Chronicle makes available for such purpose in the Services, or (b) through email at (such properly submitted request a “ Request”).

1.2 Characterization of Requests.

Customer designates P1-P4 Priority upon submission of Requests. Chronicle will review Customer's Priority designation and may change designations that Chronicle believes are incorrect. Chronicle will inform Customer of such change in its response to the support Request. Chronicle’s designation is final and binding on Customer.

1.3 Procedures for Acknowledgement and Resolution of Requests.

When making a Request, Customer will provide all requested diagnostic information and assist Chronicle as may be required to resolve a Request.

1.4 Request Acknowledgement.

Chronicle may respond to a Request by acknowledging receipt of the Request. Customer acknowledges and understands that Chronicle may be unable to provide answers to, or resolve all, Requests.

1.5 Feature Requests.

If Chronicle deems a Request to be a “Feature Request,” Chronicle will log such Request for consideration to add to a future update or release of the Services and will consider the matter closed. Chronicle is under no obligation to respond to or resolve any Feature Request or to include any such Feature Request in any future update or release.

1.6 Pre-General Availability Offerings.

Although Chronicle has no obligation to provide Chronicle TSS for alpha, beta, preview, or any similarly-designated or other pre-general availability versions, features, or functionality of the Services, Chronicle will consider Requests at these development stages on a case-by-case basis.

2. Accessing Support.

Customer will provide first-level support to Customer End Users. Chronicle will provide second-level support to Customer only.

3. General Provisions.

3.1 Maintenance.

To ensure optimal performance of the Services, Chronicle performs periodic Maintenance. In most cases, Maintenance will have limited or no negative impact on the availability and functionality of the Services. If Chronicle expects planned Maintenance to negatively affect the availability or functionality of the Services, Chronicle will use commercially reasonable efforts to provide at least 7 days' advance notice of the Maintenance. In addition, Chronicle may perform emergency unscheduled Maintenance at any time. If Chronicle expects emergency unscheduled Maintenance to negatively affect the availability or functionality of the Services, Chronicle will use commercially reasonable efforts to provide advance notice of such Maintenance. Chronicle may provide any notice to Customer under this Section (a) by sending an email to the Notification Email Address, or (b) through the Services.

3.2 Language Support Generally.

Chronicle will provide all support under these Guidelines in the English language.

3.3 Support Data Processing Activities.

Chronicle collects and processes Support Data for the purpose of providing Chronicle TSS under these Guidelines and maintaining the Services.

4. Support.

Chronicle will provide Customer with technical support according to the level of support Chronicle agreed to provide Customer.

4.1 Basic.

The Basic Support includes the following: automatic Services upgrades and Maintenance updates, support for billing, product defect and technical inquiries as well as access to documentation and release notes. Requests are responded to with an initial target response time of one business day.

5. Definitions

Feature Request ” means a Request to incorporate a new feature or enhance an existing feature of the Services that is currently not available as part of the existing Services.

Maintenance” means maintenance work that is performed on hardware or software delivering the Services.

P1” means Critical Impact - Service unusable or major business or financial impact.

P2” means High Impact - Service use severely impaired.

P3” means Medium Impact - Service use partially impaired.

P4” means Low Impact - Service fully usable.

Priority ” means the level of impact a Request is having on Customer's operations and is used to establish initial target response times. Priority is established on a scale of P1 through P4.

Request” means a request from Customer for technical support to resolve a question or problem report regarding the Services.

Support Data ” means account details and the information that Customer provides to Chronicle for the purpose of obtaining Chronicle TSS under these Guidelines, including requests for support and the details provided to Chronicle about the specific support issue.

Previous Versions

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