ADVANCED SUPPORT OFFERINGS– Clients can purchase the following advanced support options to optimize their OfficeTools by CARET experience.
- Premium Support – Where purchased in a Service Order Form or Service Order Addendum, Premium Support shall include unlimited maintenance, support, and updates for CARET software products. In addition to receiving access for up to ten (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, Premium Support shall also include a dedicated Technical Account Manager (“TAM”), which shall serve as Client’s primary point of contact. Where Client has made Premium Support a part of Client’s CARET Subscription, CARET will make its best efforts to respond to support inquiries in accordance with the following table:
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Severity Level |
Initial Response Objective |
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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. |
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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. |
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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 shall mean 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).
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