LogicGate Customer Support Policy

1. SEVERITY LEVEL SERVICE LEVELS.

The following definitions for four severity levels will denote each support request to LogicGate. LogicGate will assign the most appropriate severity level, in LogicGate’s discretion, to the issue that Customer is experiencing. Response time and included contacts will vary depending on the severity level associated with the support request.

1. “First Reply Goals” shall mean the amount of time it takes LogicGate to initially reply to a new support request.

2. “Response Goals” shall mean the amount of time that all subsequent replies to LogicGate will be responded to.

3. “Business Minute” shall mean the minutes during a Business Day.

2. SERVICE PROCEDURES.

Customer support will be provided to all Authorized Users (as further described, and subject to the numerical and other limitations set forth, in the Order(s) then in effect) of the Services. Only Severity 1 issues will receive after Business Hours support. The following procedures are for logging, tracking, and resolving issues related to the Services.

• Standard Business Hour Support. LogicGate offers support Monday – Friday, excluding company holidays: New Years Day, Memorial Day, Juneteenth (Freedom Day), Independence Day, Labor Day, Thanksgiving Day, Friday after Thanksgiving, Christmas Eve, and Christmas Day (each a “Business Day”), during the hours of 8:00am – 5:00pm CST (“ Support Hours” or “Business Hours”).
• Case Logging.
  • Support Email: [email protected]
  • Support Chat: In-app chat button
• Issue Escalation. If at any time the Customer feels as if its support request is not progressing at an acceptable rate, the Customer may escalate the request through its designated LogicGate Account Executive, Account Manager, or Customer Success Manager.
• Resolution Process. Upon successful resolution of the issue, LogicGate Inc. will send an e-mail to the Customer confirming that the case has been closed. Once issue resolution has been confirmed, LogicGate will update the support case and tracking log.

3. MAINTENANCE AND SCHEDULED OUTAGES

• Maintenance. Software service maintenance, which includes maintenance releases, enhancements, new versions, additions and modifications to the service, that LogicGate provides to all other customers are included under support for no additional fee.
• Scheduled Outages. LogicGate will provide as much notice as is reasonably possible and make commercially reasonable efforts to schedule outages for a time which will cause the least amount of interruption to the Customers’ business needs.

Version 2.05

Last Updated: December 2023