Updated February 15, 2019
In connection with an active SAAS Customer Agreement, GrowPath, LLC (“GrowPath”) provides its customers the following software support policies (“Support Policy”). The Support Policy are subject to change at GrowPath’s discretion.
“Software Update” means a subsequent release of the software, which GrowPath generally makes available for its software customers with an active SAAS Customer Agreement at no additional fee. Software Updates may contain, but are not limited to security fixes, critical patch updates, general maintenance releases, selected functionality, and documentation updates.
GrowPath will provide Software Updates when available and at its discretion.
GrowPath is under no obligation to develop any future functionality or enhancements. If an update for a software product is made available to you pursuant to these software Support Policies, it shall automatically replace the previous version of the applicable software product.
GrowPath will generally schedule Software Updates during non-business hours (between 9pm and 7am ET) and will provide customers with advance notice via email.
GrowPath is committed to rapid response of all Support Requests. All severities can be logged with GrowPath on a 24 hours-per-day, 7 days-per-week, 365 days-per-year basis via email provided to you by your Customer Success Manager.
GrowPath will use commercially reasonable efforts to promptly respond to each Support Request. GrowPath does not guarantee resolution time as that may vary on the nature of the problem. A resolution may consist of a fix, workaround or other solution GrowPath deems reasonable.
GrowPath will use commercially reasonable efforts to meet the Service Level Objectives stated in the table below. In connection with Severity Level 1 issues, GrowPath will provide service during normal service hours and outside of such hoursuntil a workaround or resolution can be provided or until the incident can be downgraded to a lower severity.
Software Support Service Level Objectives
||Target Response Times
|Blocker (Software Severity 1)
||30 minutes or less
|High (Software Severity 2)
||4 business hours
|Medium (Software Severity 3)
||8 business hours
|Low (Software Severity 4)
||12 business hours
Blocker (Severity 1)
Critical production issue affecting all users, including system unavailability and data integrity issues with no workaround available. This may include one or more of the following:
- Service is down or unavailable.
- A critical part of the software infrastructure is unavailable or inaccessible, resulting in total disruption of work or critical business impact
- Service crashes or hangs indefinitely causing unacceptable or indefinite delays for resources or response.
- A critical documented feature / function is not available.
Severity 1 issues identified by the customer, but not related to a service interruption/outage, require the customer to have dedicated resources available to work on the issue on an ongoing basis. Customer is also required to verify Customer’s internet service availability prior to logging a Severity 1 issue.
High (Severity 2)
Major functionality is impacted or significant performance degradation is experienced. Issue is persistent and affects many users and/or major functionality. No reasonable workaround is available. This may include one or more of the following:
- Service is operational but highly degraded performance to the point of major impact on usage.
- Important features of the software offering are unavailable with no acceptable workaround; however, operations can continue in a restricted fashion.
- Access to a particular third-party application or service provider deemed noncritical is impacted
Medium (Severity 3)
System performance issue or bug affecting some but not all users. Workaround is available, but not scalable. This may include one or more of the following:
- Service is operational but partially degraded for some or all customers, and an acceptable workaround or solution exists.
- Problem with non-critical feature or functionality
Low (Severity 4)
An inquiry regarding a routine technical issue; information requested on application capabilities, navigation, installation or configuration; bug affecting a small number of users. An acceptable workaround is available. This may include one or more of the following:
- Minor problem not impacting service functionality.
- Enhancement requests, missing or erroneous documentation.
- Minor problem or question that does not affect the delivery of service.
SUPPORT REQUEST SEVERITY LIFE CYCLE
Support Requests are assigned a severity level based on the nature of your request as determined by GrowPath in its sole discretion. We highly recommend you familiarize yourself with the Severity definitions and response times defined above.
Severity 1 Problem Reporting — Please first check your email to see if the outage has already been reported or if your issue is due to a scheduled software product maintenance. If you do not see your issues reported, please report service outages/severity 1 problems via email.
Downgrade of Severity Level — If, during the Support Request process, the issue no longer warrants the severity level currently assigned based on its current impact on the production operation of the software product, then the severity level will be downgraded to the severity level that most appropriately reflects its current impact.
Upgrade of Severity Levels — If, during the Support Request process, the issue warrants the assignment of a higher severity level than that currently assigned based on the current impact on the production operation of the software product, then the severity level will be upgraded to the severity level that most appropriately reflects its current impact. In requesting any assignment of a higher severity level, you must provide GrowPath with sufficient information that demonstrates the increased impact of the issue on the production operation of the service.
Adherence to Severity Level Definitions — You shall ensure that the assignment and adjustment of any severity level designation is accurate based on the current impact on the production operation of the software product. You acknowledge that GrowPath is not responsible for any failure to meet performance standards caused by your misuse or mis-assignment of severity level designations.
SUPPORT REQUEST ESCALATION
At GrowPath, our support team always works to ensure that the appropriate resources and level of focus are applied to your request to ensure a timely resolution. If you are not satisfied with the progress of your Support Request, however, you can request an escalation. By invoking the escalation process, additional levels of GrowPath management attention, procedure reinforcement and resource prioritization are brought to bear on resolving your Support Request.
Effective Date: February 15, 2019