Support Policy for Subscribed Services

Current version as at July 2017.

Genedata’s Support Policy

Genedata is dedicated to delivering responsive technical support which is a key element to establishing a successful partnership between Genedata and you, Genedata’s customer (“Customer”). The below support policy (this “Support Policy”) governs Genedata’s obligations relating to support that Genedata has towards the Customer for its proprietary hosted service offering that is subscribed to by Customer under a Subscription Services Agreement (“SSA”), including, but not limited to, any offering on software products (“Hosted Service”) during any given Subscription Term. Support shall commence on the start date of the Subscription Term set forth in any Order Form or the date upon which the Customer begins using the Hosted Service and shall end on the last date of any given Subscription Term.   

Any terms not otherwise defined in this Policy shall have the respective meaning deployed to them in the SSA.  

Support Requests

Customer may request for support via email at helpdesk@genedata.com describing the products/services that the Customer requires assistance with and the problem at hand (“Support Request”). Upon receipt of a Support Request, a Genedata representative shall log it into Genedata’s support platform and allocate a priority level in accordance to the Priority Level Table set forth below. Genedata’s support shall respond during normal working hours (9am – 5pm CET or the local equivalent) Monday through Friday, excluding weekends and public holidays.  

Support Priority Levels

Various factors can influence Genedata’s ability to resolve problems. Some of these factors may not be within the control of Genedata support. Regardless, Genedata shall aim to respond to and resolve all Support Requests promptly within the Response Times and Resolution Times set out in the Priority Level Table below.

Response Time is measured from the time a Support Request is received by Genedata and the time when a Genedata representative responds to the Customer for the purpose of commencing the work necessary to attempt to achieve a resolution. Resolution Time will be measured from the time a Support Request is received by Genedata until the problem, error or failure has been resolved or corrected subject to the parties’ mutually agreeing to revise the designation after Genedata’s initial investigation.

In order to resolve the problem, error or failure, Customer shall provide Genedata prompt notice of such issues and any other data, documents and information, each which shall be subject to confidentiality obligations under the SSA and such other reasonable cooperation and assistance as Genedata may request.

Priority Level Table
Priority Level Definition Response Time Resolution Time
PL1 – Critical Hosted Service is inoperative or unavailable/inaccessible/software does not function or unusable. Genedata shall acknowledge receipt of the Support Request within 1 business day. Resolve the issue as soon as practicable within 1-2 business days. If need be, a Workaround* can be proposed.
PL2 – High Hosted Service is partially affected or inoperative/unavailable, compromising user productivity/partial software functionality unusable. Genedata shall acknowledge receipt of the Support Request within 1 business day. Genedata will aim to resolve the issue as soon as practicable within 5 business days. If need be, a Workaround* can be proposed.
PL3 – Standard/Cosmetic issue Hosted Service has encountered a non-critical problem or defect/ software is usable but non-critical features unusable. Genedata shall acknowledge receipt of the Support Request within 2 business days. Genedata will aim to resolve the issue within 10 business days or, as part of a future scheduled downtime if deemed necessary to Genedata. A workaround may or may not be proposed.
PL4 – Low/Information request Minimal impact to the Hosted Service includes feature requests and other non-critical problems, such as “how-to” questions and documentation errors. Genedata shall acknowledge receipt of the Support Request within 5 business days. Genedata shall process the query within 15 business days.

*A Workaround means an alternative method of using the Hosted Service/software which does not substantially reduce the functionality of the Hosted Service/software.  

 

Time Extensions

The parties, may at any time and on a case by case basis, after a Support Request has been made, mutually agree to extend the Response Times and Resolution Times.

Out of scope services

Genedata shall provide support services only to Authorized Users. Training services for the Hosted Service and Additional Services do not fall within the scope of this Policy. If support is required by the Customer for the aforementioned services, they can approach Genedata with such requests.

Confidentiality

Customer acknowledges and agrees that any information shared with Customer by Genedata pertaining to this Policy, including, but not limited to, any Support Requests, shall be considered confidential information as defined in the SSA between Customer and Genedata.