Support & Maintenance Terms

Phone Support	8am to 6pm MST (Monday - Friday) (excluding company holidays)
Support Phone	(877) 693-8863
Support Email	support@maceinnovations.com
Case Logging	Telephone Support Email Support Service maintenance, which includes maintenance releases, enhancements, new versions, additions, and modifications to the Service, that it provides to all other customers under support for no additional fee. Bug fixes to bring the Service into substantial conformance with its then-current user guide. Response time in accordance with the chart below. Resolution Process for Issues of Severity Levels 1 and 2: (1) Trouble Ticket opened. (2) Assign engineer to determine and correct the error. (3) Periodic reports on the status of the correction. (4) Initiate work to correct the error. Scheduled Outages are usually scheduled during nights & weekends and customers are usually notified via email.

Severity	Definition	Response Goal	Details
Severity 1	Service substantially fails to perform.	1 hour	- Trouble Ticket opened. - Assign engineer to determine and correct the error. - Periodic reports on the status of the correction. - Initiate work to correct the error.
Severity 2	Substantial degradation in performance of the Service	2 hours	- Trouble Ticket opened. - Assign engineer to determine and correct the error. - Periodic reports on the status of the correction. - Initiate work to correct the error.
Severity 3	Minimal-to-no impact on the availability or performance of the Service	3 days	- Commercially reasonable efforts to include in next major release.

Support & Maintenance Terms
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