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1.A CoreView Support Service Levels

I. Customer Care Center

CoreView provides to customers an online Customer Care Center by the customer for purposes of providing Tier 1 Support Services.  Customers can access the help Center twenty-four hours a day at the following address: http://support.coreview.com.


The Customer Care Center is designed to provide you with CoreView knowledge resources, product updates and support for any issues with the CoreView products.  The Customer Care Center is the best place to start with any question you may have. For any issue you don’t find an answer to, please open a Support Case and you will receive a tracking number and a confirmation email.  The Support team will deliver responses and resolutions within our standard SLAs unless you have purchased a support program which offers faster response and resolution times.


II. Support Services

CoreView support provides various resources to help support your use of CoreView including product guides, release notes, announcements, education and other valuable information. The Customer Care Center is monitored during normal business hours by an experienced and knowledgeable team who will work with you to provide a satisfactory resolution of a reported problem or provide a suitable workaround that is acceptable to you.


III.  Hours of Support

The online Customer Care Center is available 24/7, except during the hours of scheduled maintenance.  


Our Support team is available during normal business hours:


Weekdays: 8:00 AM to 9:00 PM EDT, excluding scheduled holidays.  


Customer may also purchase extended Support Services.



IV.  Response Times

To help our customers receive the best response times, we ask you to provide an assessment of the Issue’s Severity (business impact) and Urgency (required time for response).  Based on the information, the support team will automatically prioritize the Support Case. Customers are asked to review the Customer Care Center document titled “Overview of CoreView Incident and Problem Management”.


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 reasonable adjustments to the Priority of any support case submitted by customer. Any such adjustment will be documented within the Support Case and the customer notified. 

The following activities will affect our ability to deliver according to our service levels:


    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.



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Published: 12/26/2018

Updated: 08/05/2020

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