Interopion Technical Support Services Guidelines

The following technical support services guidelines ("Guidelines") apply to support services for your use of "SaaS Service(s)". Capitalized terms not defined herein have the meaning set forth in the agreement that governs your use of SaaS Service(s) ("Agreement"). 

1. Support Request Submission
   1. General. Customer may submit Requests through the Interopion Help Center. Such Requests will be responded to in English language only.
   2. Customer Efforts to Fix Errors. Prior to making a Request to Interopion, Customer will use reasonable efforts to resolve/fix any issue, error, bug, malfunction or network connectivity defect without escalation to Interopion. Thereafter, Customer Contacts may submit a written request for technical support through the Interopion Help Center.
   3. Characterization of Request Priority. Customer Contacts will designate Priority upon submission of Request. Interopion reserves the right to change Customer Priority designation if Interopion believes that Customer designation is incorrect and will inform Customer of any such change in its response to the support Request.  Any such determination made by Interopion is final and binding on Customer. Customer may appeal any such reclassification to Interopion's Support management for review through any available support channel.
   4. Procedures for Acknowledgement and Resolution of Requests. When making a Request, Customer will provide requested diagnostic information including but not limited to: (i) describing the problem, the configuration, and Customer's network; (ii) providing relevant data; and (iii) communicating further online to answer questions and assist Interopion  Support Personnel as appropriate. Customer acknowledges and agrees that no PHI  will be provided by Customer when making a Request. 
   5. Request Acknowledgement. Interopion may respond to a Request by acknowledging receipt of the Request. Customer acknowledges and understands that Interopion may be unable to provide answers to, or resolve all, Requests.
   6. Feature Requests. If Interopion deems a Request as a Feature Request, Interopion will log such Request for consideration to add to a future update or release of the Services and will consider the matter closed. Interopion is under no obligation to respond to or resolve any Feature Request or to include any such Feature Request in any future update or release.
2. Accessing Support
   1. Interopion Help Center. Customer's End Users of the Services are provided support solely through the Interopion Help Center, which is accessible at https://support.interopion.com/ or such URL as Interopion may provide. Customer is responsible for responding to any questions and complaints by End Users or other third parties relating to Customer's or its End Users' use of the Services, with such support services to be provided at Customer's own expense.
   2. Customer Contacts Submit Requests.  Interopion will provide access to Interopion Help Center to Customer Contacts on a 24 x 7 basis.  Customer Contacts will request support by submitting a Request in the Interopion Help Center.
   3. Customer Contacts may be Required to Create an Interopion Help Center Account to Access Support.  Customer is required to use an Interopion Help Center Account to receive support for the Services from Interopion. The email associated with the Interopion Help Center Account must match the email address of one of the Customer Contacts.  End Users who do not have an Interopion Help Center Account will only be able to access the Interopion Help Center.
3. Support All Customers will receive Support which includes the following:
   1. Automatic product upgrades.  Interopion will provide automated product updates of the SaaS Service(s).  See 4.1 Maintenance.
   2. Maintenance updates of the Services.  Interopion will provide maintenance of the SaaS Service(s).  See 4.1 Maintenance.
   3. Access to support online. Interopion will provide access to via Interopion Help Center.
   4. Issue Notification. 
      1. Notification of critical issues. Interopion will provide notification of critical issues directly to Customer Contacts within 4 hours
      2. Notification of non-critical issues.  Interopion will provide notification of non-critical issues  via Interopion Help Center and release notes
   5. Status Dashboard. Interopion will provide a Status Dashboard which will provide real-time status information of SaaS Service(s)
   6. Support Hours and Target Initial Response Times.  
      1. Interopion will respond to P1 Requests with a target initial response time of 2 hours 24 x 7
      2. Interopion will respond to P2 Requests with a target initial response time of 4 hours during Business Hours
      3. Interopion will respond to P3 Requests with a target initial response time of 1 business day or less
   7. Interopion Support Personnel On-Site.  Interopion may, at its discretion and upon approval from Customer, send Interopion Support Personnel on-site at Customer’s expense in response to an issue that cannot be resolved remotely. Interopion Support Personnel performing support at Customer's facilities will comply with Customer's reasonable onsite policies and procedures made known to Interopion in writing in advance.
4. General Provisions
   1. Maintenance. To ensure optimal performance of the Services, Interopion performs periodic Maintenance. In most cases, Maintenance will have limited or no negative impact on the availability and functionality of the Services. If Interopion expects planned Maintenance to negatively affect the availability or functionality of the Services, Interopion will perform maintenance during the Maintenance Window.  Interopion will use commercially reasonable efforts to provide at least seven days advance notice of the Maintenance that is scheduled to occur outside the Maintenance Window. Interopion may perform emergency unscheduled Maintenance at any time. If Interopion expects such emergency unscheduled Maintenance to negatively affect the availability or functionality of the Services, Interopion will use commercially reasonable efforts to provide advance notice of such Maintenance. Maintenance notices noted above will be provided via the Admin Console and/or support portal.
      1. Interopion will perform maintenance within the Maintenance Window without prior notification.
      2. Interopion will use commercially reasonable efforts to provide at least seven days advance notice of the Maintenance that is scheduled to occur outside the Maintenance Window
      3. Interopion may perform emergency unscheduled Maintenance at any time. If Interopion expects such emergency unscheduled Maintenance to negatively affect the availability or functionality of the Services, Interopion will use commercially reasonable efforts to provide advance notice of such Maintenance.
   2. Language. All support provided by Interopion Support Personnel pursuant to these Guidelines will be provided in English language.
   3. Term of Support. Interopion will only provide the support services described in these Guidelines during the term of the Agreement and will have no obligation to provide any support services to Customer after the expiration or termination of such Agreement.
   4. Support Data Processing Activities. Interopion collects and processes Support Data for the purpose of providing the support services described in these Guidelines and maintaining the Services. Interopion will not collect PHI as part of the Support Data.
5. Glossary of Definitions. For the purpose of these Guidelines, the capitalized terms below will have the following meanings:
   1. "Business Hours" Business Hours in the United States means 07:00 to 18:00 on Monday to Friday Mountain Time.
   2. "Customer Contacts" means Administrators designated in the Agreement or the Admin Console.
   3. "Feature Request" means a Request by Customer Contacts to incorporate a new feature or enhance an existing feature of the Services that is currently not available as part of the existing Services.
   4. “Interopion Help Center Account” means a user account created for Customer Contacts that permits Customer Contacts to submit Requests in the Interopion Help Center.
   5. "Interopion Support Personnel" means the Interopion representatives responsible for handling technical support requests.
   6. “High Impact” means an impact assessment for a Request that is of critical significance.
   7. "Hours of Operation" means 08:00 on Monday to 16:00 on Friday US Mountain Time Zone, except for holidays in local time for each region documented in the Admin Console.
   8. “Low Impact” means an impact assessment for a Request that is of little significance
   9. "Maintenance" means maintenance work that is performed on hardware or software delivering the Services.
   10. “Maintenance Window” means a reoccurring time period 19:00 - 04:00 US Mountain time zone identified for Maintenance that may include downtime.
   11. “Medium Impact” means an impact assessment for a Request that is of moderate significance.
   12. “P1” means a Priority classification that produces an emergency situation to a critical Client business function in which the SaaS System(s) is inoperable, or produces incorrect results, or fails catastrophically.
   13. “P2” means a Priority classification describing a detrimental situation in which performance (throughput or response) of the SaaS System(s) operating in accordance with the Client-provided volumes, experiences a severe impact in use, one or more mainline functions or commands is inoperable; or the use is otherwise significantly impacted.
   14. “P3” means a Priority classification where the SaaS Service(s) are usable, but does not provide a function in the most convenient or expeditious manner, and the user is still able to perform their job function. 
   15. “PHI” or “Protected Health Information” means individually identifiable health information as defined in  45 C.F.R. § 160.103.
   16. "Priority" means the level of impact a Request is having on Customer's operations and is used to establish target response times.  Priority options are: P1, P2, and P3.
   17. "Request" means a request from Customer to Interopion Support Personnel for technical support to resolve a question or problem report regarding the Services.
   18. "Support Data" means account details and the information that Customer provides to Interopion for the purpose of obtaining the support services described in these Guidelines, including requests for support and the details provided to Interopion about the specific support issue. It does not include PHI and Customer will not provide Interopion PHI as Support Data.
   19. "Supported Platform" is provided through the Interopion Help Center, which is accessible at https://support.interopion.com/hc/en-us/articles/360044140892-SaaS-Services-Supported-Platforms or such URL as Interopion may provide.