Amicus Premium Support

Advanced Support Offerings

Clients can purchase the following advanced support options to optimize their experience using Amicus Attorney by CARET.

Premium Support

This includes:

• Unlimited Maintenance Support, and updates for CARET software products when purchased in a Service Order Form or Service Order Addendum.
• Access up to 10 designated Users to use a priority level support queue, unlimited access to an Online Training Database, and 50% discounted fees to attend all CARET events and webinars.
• A dedicated Technical Account Manager ("TAM"), which serves as Client's primary point of contact.
• CARET will make its best efforts to respond to support inquires in accordance with the following table:
  

  Severity Level	Initial Response Objective
  Severity Level 1 – Mission critical CARET software application(s) unavailable, risk of loss or corruption of data, business operations severely disrupted.	30 Minutes Response Time, M-F, 24 hours per day.
  Severity Level 2 – Mission critical CARET software application(s) available, but critical function of application is unavailable, business operations disrupted.	2 Hours Response Time, M-F, 24 hours per day.
  Severity Level 3 – Mission critical applications available, but non-critical function of application is unavailable, business operations not immediately interrupted.	4 Regular Business Hours Response Time.

Technical Account Manager (“TAM”)

Where purchased in a Service Order Form or Service Order Addendum, or as included within Client’s purchase of Premium Support, Client’s TAM includes:

• A dedicated resource available for Technical Account Management or Technical Support escalations, with scheduled weekly or bi-weekly case scrub/project management calls, and one (1) annual onsite visit to Client’s principal place of business to discuss strategic planning, project or product roadmaps, with travel expenses paid by Client.
• In addition, Client’s TAM will assist in scheduling application upgrades, and can provide step-by-step resolution guides or screen recordings on certain types of technical support tickets in order to elevate Client’s self-service ability and result in more successful use of platform features.

24/7 Support

Where purchased in a Service Order Form or Service Order Addendum 24/7 Support means 24/7 access for Client’s Users to a support queue including:

• The ability to report technical incidents via chat, email, portal, and a dedicated phone line.
• Pricing will be determined in accordance with Client’s number of Users (based on multiples of 10), and Client acknowledges and understands that Client’s MRC for 24/7 Support will increase by $100 each time Client’s number of Users increases in multiples of 10 to the next tier (i.e. 10 Users, 20 Users, 30 Users, and so on, until Client reaches 100+ Users which requires custom pricing).