uPrefer Solutions - Maintenance & Support Policy

Document Version: 1.3

Effective Date: May 22, 2022

1. Overview

This Maintenance & Support (M&S) Policy outlines the services, terms, and conditions under which uPrefer Solutions ("we," "us") provides technical support and software maintenance to its customers ("you," "the customer") for our licensed software products. An active M&S agreement is required to receive the services described herein.

Our M&S program is designed to protect your software investment, ensure smooth and reliable operation, and provide you with access to our latest product innovations and technical expertise.

2. Scope of Services

This policy applies to all software products explicitly listed in your active M&S agreement with uPrefer Solutions. Services are delivered for the current Major Release and the immediately preceding Major Release of the covered software.

The M&S program is composed of two primary service components: Maintenance and Support.

3. Maintenance Services

Maintenance ensures your software remains up-to-date, secure, and effective. It includes:

  • 3.1. Software Updates: You will receive access to all new releases of your licensed software, including:

    • Minor Releases (e.g., v3.1 to v3.2): These typically include bug fixes, security patches, and minor performance enhancements.

    • Major Releases (e.g., v4.0 to v5.0): These typically include significant new features, architectural improvements, and major functionality upgrades.

  • 3.2. Bug Fixes and Patches: We are committed to resolving defects in the software. Patches and hotfixes will be provided to address critical errors and security vulnerabilities in a timely manner.

  • 3.3. Documentation: You will have access to our comprehensive and regularly updated online knowledge base, including user guides, technical manuals, release notes, and FAQs.

4. Support Services

Support provides you with technical assistance from our team of product experts to troubleshoot and resolve issues. We offer tiered support plans to meet the diverse needs of our customers.

 

  • 4.2. Support Hours:

Availability: Local Business Hours (9:00 AM - 5:00 PM MST, Mon-Fri)

Contact Methods: support@uprefersolutions.com

  • 4.3. Service Level Agreements (SLAs) & Issue Prioritization

When submitting a support ticket, you will be asked to assign a severity level. uPrefer Solutions reserves the right to re-classify the severity

level based on the issue's impact. Our target initial response times are based on your support tier and the issue's severity.

Severity Level Definitions:

  • Severity 1 (Critical): Complete system outage or critical software failure causing a production standstill with no available workaround.

  • Severity 2 (High): Major loss of functionality or significant performance degradation. A workaround may be available but is difficult or inefficient.

  • Severity 3 (Medium): Partial loss of non-critical functionality or a minor issue with a convenient workaround.

  • Severity 4 (Low): General usage question, cosmetic issue, or request for information/documentation.

Target Initial Response Times:

Severity 1 : 4 Business Hours

Severity 2 : 8 Business Hours

Severity 3 : 1 Business Day

Severity 4 : 2 Business Days

"Initial Response Time" is the time within which we will acknowledge receipt of your ticket and begin analysis.

5. Customer Responsibilities

To ensure we can provide timely and effective support, you are responsible for:

  • Maintaining a current and fully paid M&S agreement.

  • Providing a clear and detailed description of the issue, including error messages, logs, and steps to reproduce the problem.

  • Appointing and maintaining designated technical contacts who are trained on the software.

  • Ensuring the software is running on a supported hardware and system software environment as specified in our product documentation.

6. Policy Exclusions

This M&S Policy does not cover:

  • Support for software versions older than the two most recent Major Releases.

  • Issues arising from unsupported third-party software, hardware, or network configurations.

  • Support for custom code, scripts, or integrations not developed by uPrefer Solutions.

  • On-site support, training, data recovery, or professional consulting services (these are available under separate agreements).

  • Problems resulting from user error, negligence, or misuse of the software.

7. Term and Renewal

The term for M&S is typically one year and will be specified in your sales agreement. To ensure continuous coverage, your M&S agreement will automatically renew unless notice is provided at least thirty (30) days prior to the expiration date. If your M&S coverage lapses, a reinstatement fee may be required to re-activate services.

8. Policy Modifications

uPrefer Solutions reserves the right to modify this M&S Policy at any time. We will provide at least sixty (60) days' notice of any material changes via email or our customer portal.

For any questions regarding this policy, please contact your account manager or reach out to us at sales@uprefersolutions.com.