170 Systems® Software Support Terms and Conditions:
170 Systems' Software Support Services are provided for licensed 170 MarkView® Programs not identified as Solution Support Materials as set forth below. These terms and conditions are subject to change.
170 Systems Software Support is comprised of Silver Support, described herein, as well as Gold or Platinum Support which may be purchased separately and are described on our Service Packages page. Software Support is not available for materials identified in a mutually agreed upon document as being Solution Support Materials. Terms and Conditions for 170 Systems' Solution Support offering are located at Solution Support Terms and Conditions.
Software Support Contact Information:
Clients will have 7 x 24 access to the 170 Systems' online technical support knowledge database via Support Web. This database contains an extensive library of solutions to common client incidents and frequently asked questions/answers.
In the event that a client is not be able to resolve an incident based on the information in the knowledge database, the client may contact 170 Systems for software support during Business Hours, as defined below, via Support Web, the 170 Systems' online Software Support website.
In the event that the Internet is inaccessible, 170 Systems provides a dedicated voice mail system, which can be reached by calling 800-788-6170 in North America and +44 0208 610 6709 in Europe. Only individuals from a client's organization who have been trained by 170 Systems in the proper use of the Programs and pre-specified by the client will be allowed to contact 170 Systems' support or be provided with accounts to access the online Support Web.
Software Support Response Time:
For any communication from a client requesting Software Support, 170 Systems' standard response times are based on the severity of the incident. The severity is defined by the client's categorization of the incident when completing the required fields in Support Web. Please refer to the table below for definitions and response times for each severity level. 170 Systems reserves the right to modify the severity of an incident if a client has incorrectly categorized the incident in Support Web.
| Severity Level | Environment | Functionality Loss | Users Impacted | Response Time |
| 1 | Production | Major | Many or All | 1 Business Hour |
| 2 | Production | Major Minor or None |
Few or None Any |
2 Business Hours |
| 3 | Non-Production | Any | Any | 4 Business Hours |
| 4 | Account Requests | N/A | One | 1 Business Day Eastern |
| 4 | Enhancement Requests | None | Any | Periodic Review |
All Severity Level One incidents logged on the Support Web will trigger an alert in 170 Systems' paging system.
Business Hours are defined as Monday through Friday, excluding official 170 Systems' company holidays, from 8 AM to 5 PM in the time zone in which client's corporate headquarters are located. For more information, please see Technical Support Contact and Business Hours Information. Requests received outside of the Software Support Business Hours will be considered received at the beginning of the next business day for purposes of the response time commitment.
Response times represent the maximum time it will take a 170 Systems' Technical Support Analyst to acknowledge receipt of a client's reported incident and begin diagnoses. The response times are not a commitment to resolution of the incident. In the event the resolution of the incident requires escalation to another Technical Support Analyst and/or to 170 Systems' Product Development Team, the Technical Support Analyst handling the incident will gather all required information and assign the issue to the appropriate resource.
Client's Escalation of Incidents:
A Client may escalate an incident via Support Web. Escalation of Severity Level One incidents will trigger an alert in 170 Systems' paging system. Incidents may generally be escalated if the severity level of an incident increases and/or if the response time to an incident is deemed inadequate.
Updates to Programs:
From time to time, 170 Systems will make enhancements or newer versions of its Programs available to supported clients ("Updates"). All Updates shall be deemed a part of the Programs already licensed by the client under its applicable license agreement.
Bug Fixes:
170 Systems provides bug-fix versions of the supported Programs when they become available. 170 Systems will employ commercially reasonable efforts in providing prompt bug fixes or patches. All bug fixes or patches shall be deemed part of the Programs already licensed by the client under its applicable license agreement.
Software Support for Upgrades and Bug Fixes:
As part of a client's Software Support, the client is entitled to Software Support assistance for Upgrades and Bug Fixes to troubleshoot and diagnose any incidents which may arise. All incidents will be addressed through the Software Support process described in these Terms and Conditions.
It is 170 Systems' strong recommendation that a client apply all system changes in a test environment and thoroughly tests all changes before migrating such system changes into a production environment. Please see the detailed list of steps outlined in Support Web. Before making any system changes, a client may wish to contact its 170 Systems' Practice Manager to discuss options for analyzing the overall impact of any changes on the client's 170 MarkView implementation.
If a client would like to purchase services for dedicated support for Upgrades (i.e. a dedicated 170 Systems' resource to be on call and to directly assist the client with any incidents which may arise), the client should contact its 170 Systems' Practice Manager.
Certification, Support and De-Support Policies:
170 Systems' Programs are periodically desupported. As part of a client's 170 Systems' Software Support, the client will be notified when 170 Systems plans to de-Support an existing component or version of MarkView. The certification, support and de-support definitions, processes and policies are outlined in detail at Certification, Support and De-Support Policies.
Exclusions:
Software Support does not cover (i) correction of database errors, (ii) operator training or training in general, or (iii) systems engineering services, programming and operations procedures of any sort.
170 Systems is not required to provide any Software Support related to issues arising out of (i) a client's failure to implement Modifications, Bug Fixes or Upgrades to the Programs, (ii) changes to the operating system or environment not in accordance with 170 Systems' instructions that adversely affect functionality, (iii) the use of an operating system or any software or hardware or networking system(s) not approved by 170 Systems, (iv) interconnection or integration of the Programs with products not designated Certified or Supported by 170 Systems, (v) any unauthorized alteration, disassembly, modification or addition to the Programs, (vi) use of the Programs in a manner for which it was not designed.
Reinstatement of Support Services:
If a client has failed to pay the Annual Software Support Fees in prior year(s) and wishes to be reinstated in the Software Support program, client must pay the accumulated Annual Software Support Fees for all years during which payment was not made.
Clients access Support Web here.
