MORPHISEC’S MAINTENANCE AND SUPPORT POLICY IN EFFECT AS OF OCTOBER 2018
SEVERITY | DEFINITION | RESPONSE TIME (WITHIN) |
1– Critical | Customer reports a Malfunction that: (i) renders the Software totally inoperative; or (ii) causes any material feature to be unavailable or substantially impaired; or (iii) compromises overall system integrity or data integrity when the Software is installed and operational in a production environment (e.g., causes a system crash or hang, or causes loss or corruption of data); or (iv) causes a complete failure of the Software. | 3 hours |
2 – High | Customer reports a malfunction that: (i) renders a required program or feature of the Software partially inoperative or intermittently operative; or (ii) degrades performance in a production environment. | 8 hours |
3-Medium | Customer reports a partial, non-critical loss of functionality that: (i) renders an optional program of feature inoperative or intermittently operative; or (ii) causes only a minor impact on Customer’s use of Software. | 24 hours |
4 -Low | Customer reports a malfunction that: (i) has only a minor effect on Software functionality; or (ii) cosmetic flaws; or (iii) inquiries and questions about configuration and management of the Software. | 72 hours |
Except where Customer has purchased special Maintenance and Support Services in a separate contract or Order Schedule, then response times are effective during Maintenance and Support Hours only. A response time is a guarantee of communication timeframes only; Morphisec does not guarantee a Malfunction fix, workaround, or other final disposition within these timeframes.