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SAAS Maintenance and Customer Support Terms

Brandon Samuels
Updated

The following terms and conditions apply for MMV’s SaaS Hosted Services Solutions (the Service).

Maintenance

MMV shall upgrade its Service pursuant to MMV's standard release        cycle. "Upgrades" are defined as new releases, the provision of updates, bug fixes, problem determination and error corrections, improvements, enhancements, extensions, revisions and updates to the Service. MMV will provide maintenance and support services for the Service at no additionalcharge as part of the subscription to the Service. For Major Upgrades that affect the look, feel or function of the Service, and/or Customer’s use of the Service, MMV will implement after Customer has been notified and been provided a reasonable period of time to review.

 

MMV shall notify Customers of all Major Upgrades as far in advance as is reasonably possible. MMV will use allreasonable efforts to minimize Customer downtime and schedule maintenance outside of Customer’s normal business operating hours. In addition, MMV will deliver prompt notice of any outage, which notice shall be sent in advance for planned maintenance windows.

 

Support

MMV offers Support through an experienced team of support professionals located in different geographic time zones. 

MMV Support provides customers with answers to Service-related questions and provides troubleshooting guidance and tips related to issues incurred with the Service. Customers receive access to our MMV Community for product documentation, product release notes, access to knowledge base articles, and our online trouble-ticketing system.Support services are available Monday – Friday, 9:00 am-5:00 pm Eastern Standard Time (EST) and Monday through Friday, 9:00 am-5:00 pm Central European Time (CET)

 

 

There are 3 options for opening a Support service request:

 

Community Portal:

 

MMV Community Portal will be your place to access supported platform information, search the knowledgebase, and receive the latest updates and announcements from MMV. You will also have a quick view of your open supportrequests, all in one location.

 

 

http://support.managemyvessel.com

 

Login with MMV provided login credentials that will be delivered, once requested:

 

  • Allows the customer to directly open a Support request and attach any files that pertain to the issue
  • Create, view or update your Support request
  • Search the Knowledge Base

–    The Knowledge Base portal allows self-service resolution of your problem and provides you with an easy-to-use online technical research library. The Knowledge Base allows quick searches throughthe entire database or a product subset.

 

 

Phone:

This option should be used for high priority issues where you need immediate assistance.

 Toll-free Support Line (Direct): US: +1-800-404-0260

Support Line (Direct): US: +1-954-324-4988

UK Support Line: (Direct):+442070435043

 

E-mail: support@managemyvessel.com

  • This option can be used to automatically open a Support case with Support.
  • There is no default priority on cases opened via
    • This is determined by Support once the email is
  • Once the case is opened, the case priority & other updates can be modified via the Community
  • Cases opened via email are not always monitored afterhours.

 

When Customer contacts Support, the support engineer will:

  • Gather pertinent information related to Customer’s problem or service
  • Assign a priority to Customer’s request (see Request Priorities below).
  • Open a ticket in MMV’s issue tracking system and provide Customer with the ticket
  • Begin to work the problem or fulfill the service request.
  • Reassign the service ticket to another Support representative as necessary.
  • Keep Customer informed of the case progress or request

Note: Customer calls may be routed to the back-up call service during normal business hours, in the event all supportagents are on another customer call or not available. On this case a message can be recorded which will automatically create a Support ticket within Support ticketing system.

Customer Support Service-Desk:

 The MMV Support team is happy to assist MMV customers in answering Service-related questions, and in providing troubleshooting guidance and tips related to issues incurred with the Service.

Response times

MMV is committed to rapid response to all Support requests.  

  • Support tickets will normally be responded to within 24 hours after the ticket is opened Monday through Friday during working hours.
  • Once the ticket is opened a Support representative will be assigned to ticket to determine the issue or request
  • Work will be initiated to correct the error or identify the Support issue or request
  • Periodic updates will be posted within the ticket and communicated to customer via email updates regarding status of the correction

Service Requests are standard requests from customers submitted to the Support service-desk for something to be provided – for example, a request for information or advice on Service functionality or usage; to reset a password; guidance/troubleshooting assistance on an error incurred when using the Service; report a potential defect in the Service,submit a feature request, etc.

Table 1 (below) outlines Service Request categorization and SLO (Service Level Objective) timelines for requestssubmitted to the support service-desk for our hosted solutions.

MMV works with our customers to assign the appropriate priority to the Service Request. As the case progresses, the MMV Customer Support team will inform you if the request no longer fits the definition of the original priority and may propose adjusting the priority level. Each Service Request submitted to the Support service- desk is assigned a priority,based upon the following Service Level Objective guidelines:

Table 1: Service Request Priority Levels and Definitions:

 

Customer Support Service RequestCategorization

 

Priority

 

Description

RecommendedMethod ofContact

Typical Response Time

Target

Accepted

 

 

 

 

Urgent

Urgent issue that severely impacts your ability to access or use the Service in a live production environment and yourwork cannot reasonably continue.

 

•       The ServiceURL or UI is unavailable

•       A critical documented feature / function is not available

 

 

 

Email or phone

Direct Cellular

Phone for non support hours recommended

 

 

 

 

<= 1 hour

 

 

 

 

<= 3 hour

 

 

 

 

High

Service functionality is degraded; the problem seriously affects the functionality of the Service. The Service is operational, but only select features or a subset of customers are adversely affected. A certain function is somewhat disabled, gives incorrectresults or does not conform to the specifications.

Important features of the Service are unavailable with no acceptable workaround; however, operations can continue in a restricted fashion.

 

 

Phone or Email

 

 

 

 

<= 2 hours

 

 

 

 

<= 4 hours

 

Medium

Non-critical Service maintenance, configuration, ortroubleshooting requests, etc. The customer can circumvent theproblem and use the Service with only slight inconvenience. Ifduring implementation the implementation is partially affected or if the issue affects a  Demo , Trial, pre-prod or Dev. instance.

 

 

Email

 

 

<= 8 hours

 

 

<= 24 hours

 

Low

All other non-critical requests. A problem where your businessoperations have not been adversely affected or a minor condition or documentation error that has no significant effect on your operations; a suggestion for new features or an enhancement regarding the Service.

 

 

Email

 

 

<= 24 hours

 

 

<= 48 hours

 

 

MMV will always attempt to provide continuous efforts (24x7x365) to resolve Urgent issues until a workaround or resolution canbe provided or until the issue can be downgraded to a lower priority.

A direct number for URGENT support service requests will be provided to enterprise clients for use for Urgent cases only.

Service Incidents are tied to unplanned service interruptions in the hosted platform/application. These issues are fulfilled by Incident Management. Major Incidents cause serious interruptions of business activities and must be resolved with greater urgency. The aim is the fast recovery of the Service, where necessary by means of a workaround.

Table 2 below outlines Service Incident categorization and timelines for the Service.

 

 

Table 2: Service Incident - Priority Levels and Definitions:

 

Service Incident Categorization - (Hosted Platform/Infrastructure)

Priority

Urgent

High

Medium

Low

 

Area

 

Production

 

Production

Production, Non- Production

Production, Non-Production

Description

Critical businessimpact/service down: Business critical

functionality is

Significant businessimpact: Problemaffecting the

production

Problem havingmoderate to lowimpact on

productivity, Service

Problem having minimalto no operational orbusiness impact. Service

performance or

 

 

inoperable or criticalinterface has failed.This usually applies toa productionenvironment andindicates an inabilityto access the Service  resulting in a criticalimpact on operations.This conditionrequires immediateaction to mitigate orresolve the situation.

environment thatthreatens to shutdown productiontransaction flow, incurdata loss, and/orimpacts missioncritical businessfunctions.

A service businessfeature or function ofthe Service is severelyrestricted in its use.Service is operational but highly degradedperformance.

performance isdegraded,operational orbusiness impact isimminent.

The Service orfunctionality isusable and it is not a critical impact onoperations.

business functions areinconvenienced but stillfunctional, a workaround is available.

Impact

Impact is widespread

A large group ofcustomers

Business risk is

Usually impacts one

 

and impacting all

 are being

moderate, due to the Service

customer’s productivity.

 

users, and/or

impacted and/or

  or business

Resolution can be

 

impacting mission

business functions are

function being

deferred and addressed

 

critical business

limited. A work

degraded. Generally,

when time allows. No

 

functions or

around maybe

impacts a small

impact to revenue or

 

compliance.

available. Impact is

group of customers.

production.

 

 

widespread, impacting

Impact is minimized

 

 

 

at least one business

due to effective

 

 

 

function.

workaround or a

 

 

 

 

short-term

 

 

 

 

workaround is

 

 

 

 

available, but not

 

 

 

 

scalable.

 

 

Targeted ResponseTime

 

<= 1 hour

 

<= 3 hours

 

<= 8 hours

 

<= 24 hours

Follow-upintervals

Every 1 hour or asagreed upon

Every 3 hours or asagreed upon

Once Daily

Once Daily

Target Resolution

Notification of a

Notification of a

Notification of target

Notification of target

Plan

target resolution plan

target resolution plan

resolution plan or

resolution plan or

 

or workaround within

or workaround

workaround

workaround

 

4 hours.

implemented within

implemented within

implemented within 7

 

 

48 hours.

4 days (96 hours).

days (168 hours).

 

 

MMV will use commercially reasonable efforts to meet the target response times stated in the table above.

 

MMV will always try and provide continuous efforts (24x7x365) to resolve Urgent and High Service Incidents until a workaround or resolution can be provided or until the Incident can be downgraded to a lower priority. MMV   does not guarantee resolution times, and a resolution may consist of a fix, workaround, service availability or otherreasonable solution.

When will Support close your Support Request?

Support Engineers will only close cases when the issue is resolved, unless:

  • Support has tried repeatedly to contact you, and you have not
  • A timescale has been agreed in advance for when the case can be closed if we have not heard from

 

Internal Escalation

While MMV makes every effort to ensure that problems are resolved as quickly as possible, it understands that Customers’ expectations may not always be met. If for any reason the Customer is dissatisfied with their Supportexperience or does not receive a resolution of their reported issue within a reasonable time frame, they may escalate their concern or question directly to anyone listed in the Internal Escalation list below. Customers can request the current Support engineer to escalate the issue to Support Escalation Management. (Support engineers are required to automatically escalate any issues to the next level within MMV’s escalation chain immediatelyupon the request of the Customer.)

The escalation path includes the following people/teams:

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