Support Services

1. SightCall Support Services Definitions; Severity Level Definitions

The SightCall Support Services team shall assign a severity level to each incident after assessing the impact (“Severity Levels”). These definitions are used to prioritize response resources for resolving issues.

Table 1 -- Definitions

2. SightCall Support Response Time Objectives.

Customer shall report all incidents affecting Customer’s use of the SightCall Services by way of SightCall’s Support Services ticketing system located at https://support.sightcall.com/hc/en-us/requests/new. SightCall will consider an incident as logged when SightCall issues a ticket number to the Customer. In order to correctly manage the incident, SightCall has established the following Severity Level “response time” objectives based on the Support Services package selected by Customer as specified in the Service Order:

Table 2 -- Initial Response Times

Table 3 -- Update Frequency/Target Resolution Time

**For purposes of this Schedule, “Target Resolution Time” is a good faith SightCall estimate of an approximate time frame in which impacted SightCall Services functions can be restored by SightCall engineering technicians, enabling the SightCall Services to resume its performance in all material respects in conforming with the applicable Documentation, which may be satisfied by way of an executable code based, workaround, patch or fix managed by SightCall (or provided to Customer with respect to Client Software). After SightCall Services performance has been restored consistent with this Schedule for Severity 1 and 2 level defects, SightCall will continue working during normal business hours to develop a complete resolution of the error or defect.

After the incident is logged, SightCall Support will classify the incident, provide the initial Support Services, and/or escalate the incident accordingly. Once SightCall classifies an incident, SightCall will update Customer in accordance with Table 3 above only when the status of a reported incident changes.

Any reference to “business hours” means in North America, 8am to 6pm (PST), in the European Economic Area region, 8am to 6pm (CET), and in Singapore, 8am to 6pm (Singapore Standard Time, GMT+8).

Any reference to “business days” means any day, Monday through Friday, during which SightCall facilities are operating during business hours, except for legal holidays in each local jurisdiction.


4. Phone Support

Inbound or on-demand calls are not currently a SightCall Support offering. At times it may be necessary to escalate to a live troubleshooting session. While Customer may request to escalate to a live call, the SightCall support engineer will determine at his/her sole discretion whether (a) the live call is necessary and (b) sufficient information has been provided to SightCall to allow the call to be successful.

As a result of a qualifying ticket, the SightCall Support engineer or agent may suggest a link to connect or agree to use the Customer's preferred live troubleshooting tool to connect at a mutually agreed upon time. By default, such troubleshooting calls will be scheduled for 30 minutes in duration maximum.

5. Scheduled Maintenance

SightCall reserves the right to perform routine maintenance on the SightCall Services platform when deemed necessary. If the maintenance to be performed may result in downtime, we will schedule the maintenance to occur on a Sunday between 01:00am and 12:00pm UTC (Coordinated Universal Time) in an effort to minimize disruption. However, if the maintenance is considered an emergency (e.g. Security patches, performance degradation fixes, etc.), the maintenance effort may be performed immediately in order to address issues as quickly as possible.



6. Exclusions

SightCall will correct, fix, restore and update the SightCall Services as described in SightCall Documentation in those areas under SightCall’s direct control, and therefore the Customer’s entitlement to the remedies set out in this Schedule are subject to the following exclusions:

• 6.1 Factors outside SightCall’s reasonable control (for example, force majeure events, such as natural disaster, war, acts of terrorism, riots, pandemics, government action, or a network or device failure external to SightCall’s data centers, including at Customer site or between the Customer site and SightCall’s data center)
• 6.2 Non-availability of a SightCall Services during a scheduled maintenance or emergency maintenance event.
• 6.3 Customer’s failure to adhere to any required configurations, use supported platforms, follow any policies for acceptable use, or Customer use of the SightCall Services in a manner inconsistent with the features and functionality of the SightCall Services (for example, improper use of mobile SDK or API) or inconsistent with SightCall’s published Documentation.
• 6.4 Customer’s failure to update its integration of SightCall’s SDK, library, plugin or any other software component provided by SightCall for a supported version. Supported versions of the SightCall SDK, plugins or other software component shall be posted and updated on the SightCall Support portal website.
• 6.5 Customer’s use of a third-party service after SightCall advised Customer to modify the use of said service, yet the service remained unmodified.
• 6.6 Customer’s attempts to perform operations that exceed prescribed quotas or that resulted from SightCall’s throttling of suspected abusive behavior.
• 6.7 Customer outage, which prevents access to the SightCall Services platform infrastructure; or
• 6.8 Customer failure to update internal credentials, prohibiting the use of SightCall Services (e.g. failure to update endpoints credentials).

7. New SightCall Releases and Updates.

SightCall will implement all new releases to the SightCall Services which may include fixes and defect corrections as well as new features, functionalities and capabilities. SightCall may update the content, functionality and user interface of the SightCall Services from time to time at its sole discretion and in accordance with the Agreement. SightCall Service updates do not automatically include new SightCall Service features, functionalities, or capabilities embodied in new modules or new applications that SightCall may make available to its customers for a separate fee or as part of a release for a specific SightCall edition or version.

8. Languages.

SightCall Support Services’ official language is English. Some of our Support team members speak other languages and can answer Support Service requests in those languages, subject to availability. Customer may submit Support tickets in other languages, and SightCall Support will use online translating tools and/or other SightCall colleagues (as available) to understand the Support request and will respond in English.