Conexlink Support Policies

These Support Policies apply to your use of Conexlink’s SaaS related offerings, including, but not limited to QuickDesktops and MyCloudIT offerings.

Conexlink Terms of Service for the applicable product can be found here: http://www.conexlink.com/legal. These Support Policies may be updated from time to time.

Product Updates

Product Updates may address security fixes, critical patches, general maintenance functionality, and documentation and shall be made available at Conexlink’s discretion. Conexlink is under no obligation to develop any future functionality or enhancements. If an update for a product is made available to you pursuant to these Support Policies, it shall automatically replace the previous version of the applicable product.

Where practical, Conexlink will schedule such Updates during non-business hours and will provide you with in-app notice.

First Line Support & Authorized Technical Contacts

Your authorized technical contacts must be knowledgeable about the Conexlink offering and your technical environment in order to work with Conexlink to analyze and resolve Support Requests. They are responsible for engaging Conexlink technical support and monitoring the resolution of all Support Requests and escalated support issues.

You are required to establish and maintain processes as necessary to manage first line support for users of the Conexlink offering within your organization. If after reasonable efforts you are unable to diagnose or resolve the error(s), your authorized technical contact(s) may contact Conexlink for technical support via phone or web and assign the correct severity as defined below.

Response times

Conexlink is committed to rapid response of all Support Requests. All Severities can be logged with Conexlink on a 24 hours per day, 7 days per week, 365 days per year basis via email or web. All Support Requests can be tracked online by the authorized technical contact who opened the Support Request.

Support tickets via email should be open via the following email addresses:

QuickDesktops: support@quickdesktops.com

Conexlink Support Agents are available in real-time (via online chat) on the following schedule:
Monday-Sunday: 8am to 8pm Central Standard Time (CST)

Severity Level response times do not vary if you file your Support Request via email or web. Conexlink does not guarantee resolution times, and a resolution may consist of a fix, workaround, service availability or other solution Conexlink deems reasonable. Conexlink will use reasonable efforts to meet the target response times stated in the table below. Conexlink will provide continuous efforts (24x7x365) to resolve Severity 1 service availability issues until a workaround or resolution can be provided or until the incident can be downgraded to a lower severity.

Support Target Response Times:

 

Target 
Response Times

Critical (Severity 1)

4 hour or less: 24x7

Non-Critical (Severity 2)

8 business hours or less

Billing issues (Severity 3)

24-48 business hours

 

Severity

Definition

Critical (Severity 1)

Critical production issue that severely impacts your use of the service. The situation halts your business operations and no procedural workaround exists. 

·         Service is down or unavailable.

·         Desktops/Virtual Machines are unreachable and/or connectivity cannot be restored by customer .

·         A critical documented feature / function is not available.


Severity 1 issues require the customer to have dedicated resources available to work on the issue on an ongoing basis with Conexlink.

Non-Critical (Severity 2)

Functionality is impacted or performance degradation is experienced. The situation is causing an impact to portions of your business operations and no reasonable workaround exists. 

·         Service is operational but degraded performance to the point of important impact on usage.

·         Important features of the Software as a Service offering are unavailable with no acceptable workaround; however, operations can continue.

Billing issues (Severity 3)

Subscription problems. Monthly Statement inconsistencies or Credit Card automated billing issues.

 

Upgrade/Downgrade of Severity Level


If, during the Support Request process, the issue either warrants assignment of a higher severity level than currently assigned or no longer warrants the severity level currently assigned based on its current impact on the production operation of the offering, then the severity level will be upgraded or downgraded accordingly to the severity level that most appropriately reflects its current impact.

Effective Date: January 15, 2015