Sentim Technical Support Services Guidelines
The following technical support services guidelines (“Guidelines”) apply to support services for your use of “Sentim’s Sentiment Analysis Services”, except for the services and editions noted below that are excluded from coverage. Capitalized terms not defined herein have the meaning set forth in the agreement that governs your use of Sentim’s Sentiment Analysis Services (“Agreement”).
1. Support Request Submission
1.1 General. Customer may submit Requests by phone, email, or through the submit a bug link on Sentim's Website.
1.2 Customer Efforts to Fix Errors. Prior to making a Request to Sentim, Customer will use reasonable efforts resolve issues, to fix any error, bug, malfunction or network connectivity defect without escalation to Sentim. Thereafter, a Customer Contact may submit a written request for technical support through email, submit a bug link, or by phone as provided by Sentim.
1.3 Characterization of Requests. Upon receiving a request from Customer Contact, Sentim will determine whether the request is a "Service Unusable," "Standard Request" or a "Feature Request" (as defined in Section 5). Any such determination made by Sentim is final and binding on Customer. Customer may appeal any such reclassification to Sentim's Support management for review through any available support channel.
1.4 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 via email or phone to answer questions and assist Sentim Support Personnel as appropriate.
1.5 Request Acknowledgement. Sentim may respond to a Request by acknowledging receipt of the Request. Customer acknowledges and understands that Sentim may be unable to provide answers to, or resolve all, Requests.
1.6 Feature Requests. If Sentim deems a Request as a Feature Request, Sentim will log such Request for consideration to add to a future update or release of the Services and will consider the matter closed. Sentim 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
2.1 Support Hours and Target Initial Response Times. Sentim will provide access to email and the submit a bug link for Customers on a 24 x 7 basis. Sentim will provide phone support at the request of the Customer. Email support Requests are responded to with a target initial response time of one business day or less. Support Requests submitted via the submit a bug link are responded to with an initial target response time of 5 business days or less if the customer provides an email address in the support Request. All support Requests received via phone will be responded to directly by Sentim Support Personnel.
3. Standard Support
All Customers will receive Standard Support which includes the following:
Automatic product upgrades of the Services
Maintenance updates of the Services
Online self help and training designed to assist Customers with implementation and use of the Services
Access to support by phone, email or submit a bug link.
4. General Provisions
4.1 Updates to Guidelines. Sentim may update these Guidelines from time to time but any update will not have a material adverse effect on Customer.
4.2 Maintenance. To ensure optimal performance of the Services, Sentim performs periodic Maintenance. In most cases, Maintenance will have limited or no negative impact on the availability and functionality of the Services. If Sentim expects planned Maintenance to negatively affect the availability or functionality of the Services, Sentim will use commercially reasonable efforts to provide at least seven days advance notice of the Maintenance. In addition, Sentim may perform emergency unscheduled Maintenance at any time. If Sentim expects such emergency unscheduled Maintenance to negatively affect the availability or functionality of the Services, Sentim will use commercially reasonable efforts to provide advance notice of such Maintenance. Maintenance notices noted above will be provided via email and/or Sentim's Website.
4.3 Language. The parties agree that all support provided by Sentim Support Personnel pursuant to these Guidelines will be provided in English language.
4.4 Term of Support. Sentim 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.
4.5 Support Data Processing Activities. Sentim collects and processes Support Data for the purpose of providing the support services described in these Guidelines and maintaining the Services.
5. Glossary of Definitions
For the purpose of these Guidelines, the capitalized terms below will have the following meanings:
"Feature Request" means a Request by a Customer Contact to incorporate a new feature or enhance an existing feature of the Services that is currently not available as part of the existing Services.
"Sentim Support Personnel" mean the Sentim representatives responsible for handling technical support requests.
"Maintenance" means maintenance work that is performed on hardware or software delivering the Services.
"Request" means a request from Customer to Sentim Support Personnel for technical support to resolve a question or problem report regarding the Services.
"Service Unusable" means a production issue that prevents more than one Customers from access to, or use of, the Services.
"Standard Request" means a Request made by Customer to Sentim that is not a Service Unusable Request or Feature Request.
"Support Data" means account details and the information that Customer provides to Sentim for the purpose of obtaining the support services described in these Guidelines, including requests for support and the details provided to Sentim about the specific support issue.