I. Customer Care Portal ("the Portal")
CoreView will make available to customers a cloud-based customer service and support portal for use by the customer for purposes of providing Tier 1 Support Services. Customers can access the Portal twenty-four hours a day at the following address: http://support.coreview.com.
Customers are expected to use the Portal to access CoreView knowledge resources, collaborate with the CoreView Community and when necessary, request support by opening a Support Case. Each Support Case will receive a unique tracking number and a confirmation sent to the customer by electronic mail. Prior to opening a Support Case, customers are expected to perform reasonable troubleshooting and problem analysis to determine if the problem can be resolved by the Customer without the need for additional support. CoreView is not obligated to respond to a customer’s request for support that is not properly submitted using the Portal.
II. Delivery of Support Services
CoreView support services are provided in two ways. For everyday support needs as well as access to product documentation, release notes, news and alerts, and other valuable information, customers are expected to rely on the Portal. The Portal is monitored during normal business hours by individuals (“Customer Care Team”) who are experienced and knowledgeable about CoreView products and will work with the customer toward a timely and satisfactory resolution of a reported problem or in providing a suitable workaround that is acceptable to the customer.
Additionally, customers have access to a Customer Success Manager (“CSM”) to assist and guide Customers through the onboarding process, to keep the customer informed about product release and new features, serve as a point of escalation when critical issues arise, and to help the customer make the most of their investment in CoreView. At the customer’s discretion, a CSM will be available to meet with the customer on recurring basis, typically monthly. All CSM services are delivered remotely.Customer may purchase dedicated CSM services. A customer's access to a CoreView CSM is limited to normal business hours and subject to the availability of any CSM.
III. Hours of Support
The CoreView Customer Care Portal will be available twenty-four hours a day, except during the hours of scheduled maintenance.
CoreView's normal business hours are defined as weekdays between 8:00 AM to 9:00 PM EDT, excluding scheduled holidays. The schedule of CoreView’s holiday closures can be found on the Customer Care Portal. CoreView will use reasonable endeavors to ensure that a member of its support staff can be reached outside of the aforementioned hours to address a critical issue. Customer may also purchase extended Support Services.
IV. Response to Support Issues
Customers submitting an Issue through the Customer Care Portal are asked to provide an assessment of the Issue’s Severity (business impact) and Urgency (speed of resolution). Based in the information provided by the customer, the Portal will automatically prioritize the Support Case. Customers are asked to review the document titled “Overview of CoreView Incident and Problem Management,” found on the Customer Care Portal for important additional information.
V. Service Level Targets
CoreView will respond to during normal business hours to Customer Support Cases based on Priority according to the service-levels documented in the following table.
CoreView will determine, acting reasonably, if any adjustments are required to the Priority of any support case submitted by customer. Any such adjustment will be documented within the Support Case and the customer notified.
CoreView will take all reasonable steps to attempt to meet these targets; however, our ability to meet these targets for any given case may be impacted by a variety of factors not all of which are under CoreView's control.
VI. Limits on Support Service
CoreView shall have no obligation under these service levels to provide Support Services in respect of any fault or error caused by:
- The improper use of the CoreView Platform;
- Issues arising from the actions of a third-party;
- Issues impacting the CoreView Platform that are outside of CoreView’s control; or
- The use of the CoreView Platform otherwise than in accordance with the Platform’s documentation.