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Support Policy

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This Support Policy was last updated on Aug 15, 2022.

This WeGuard Support Policy (“Policy”) is incorporated into and forms a part of your agreement with WeGuard with respect to your use of the Cloud Services (“Agreement”). This Policy describes WeGuard's support policies applicable to Customer reported Issues and Errors in the Cloud Services.

Definitions

The following terms have the following meanings when used in this Policy. Any capitalized terms that are not defined in this Policy have the meaning provided in your Agreement:

"Error" means a reproducible failure of the Cloud Services to perform in substantial conformity with the Documentation.

"Issue" means a question or concern that is not a result of an Error.

"WeGuard Servers" means the middleware servers or the database servers.

"Production Environment" means an environment serving your end users or customers.

Severity Levels

Severity Level 1
Definition:Severity Level 1 refers to an Error that impacts WeGuard Production Environment, where the Cloud Services are down or seriously impaired and WeGuard Service is unavailable for all users and there is no possible workaround.
WeGuard Response Commitment:WeGuard will respond within 30 mins
Resolution:WeGuard team will work to resolve the problem until the Service is returned to normal operation. Customer will be notified of status
Escalation:If the problem has not been resolved within two (2) hours, WeGuard will escalate the problem to the higher and appropriate level in the organization. The escalated problem will have a higher priority than ongoing support, development, or operations
Customer Response Commitment:Customer shall remain accessible by phone for troubleshooting from the time a Severity1 issue is logged until such time as it is resolved.
Severity Level 2
Definition:Severity Level 2 refers to an Error where the Cloud Services are moderately impaired and/or the WeGuard Service contains a bug that prevents Customer from executing one or more critical business process and there is no workaround currently available or the workaround is cumbersome to use.
WeGuard Response Commitment:WeGuard will respond within one (1) hour
Resolution:WeGuard will work to resolve the problem until the Service is returned to normal operation. Customer will be notified of the status.
Escalation:If the problem has not been resolved within six (6) hours, Customer may request that WeGuard escalate the problem to the appropriate level in the organization. The escalated problem will have a higher priority than ongoing development or operations
Customer Response Commitment:Customer shall remain accessible by phone for troubleshooting from the time a Severity 2 issue is logged until such time as it is resolved
Severity Level 3
Definition:Severity Level 3 refers to an Error or Issue that has been identified but does not prevent normal operations or the WeGuard Service contains a bug that prevents Customer from executing one or more important business process, or where the situation may be temporarily circumvented using an available workaround. A Severity 3 case does not need to be related to a Production system.
WeGuard Response Commitment:WeGuard will respond within six (6) hours of receipt
Resolution:If the resolution requires a WeGuard bug fix, WeGuard will add the bug fix to its development queue for future updates and suggest a potential workaround until the problem is resolved in a future update. Customer will be notified of the status.
Escalation:If the problem has not been resolved within one (1) week, the Customer may request that WeGuard escalate the problem to the appropriate level in the organization.
Customer Response Commitment:Customer will respond to WeGuard requests for additional information and implement recommended solutions in a timely manner.
Severity Level 4
Definition:Non-system issues including general questions and requests for enhancements etc., questions about configuration and functionality fall under this level.
WeGuard Response Commitment:WeGuard will respond within twelve (12) hours of the receipt
Resolution:WeGuard will respond to requests and address the request. Customers will be notified of status changes.
Escalation:Customers can escalate by copying escalations@weguard.com or calling the support line.
Customer Response Commitment:Customer will respond to WeGuard requests for additional information in a timely manner.

WeGuard Support Scope:

Support is only available in English. WeGuard will support functionality that is developed by WeGuard and under its direct control. For all other functionality, and/or issues or errors in the WeGuard Service caused by issues, errors and/or changes in Customer's information systems and/or third party products, hardware or services, WeGuard has no obligation to provide support. However, WeGuard may assist Customer and its third-party providers in diagnosing and resolving issues or errors but Customer acknowledges that these matters are outside of WeGuard's support obligations. Service Level failures attributable to (i) Customer's acts or omissions; and (ii) force majeure events shall be excluded.