I. Overview

This Software Support Policy (“Support Policy”) describes the policies and procedures under which Cloud Sloka Pty Ltd (“Cloud Sloka”) provides technical support and maintenance services (“Support”) for its proprietary applications (“Software”) to its customers who have purchased a perpetual license to the Software (each, a “Customer”).

Support is provided for the Software pursuant to the Order Form under which Customer has purchased Support and is subject to the terms and conditions of that Order Form, and the terms of this Support Policy. Support is provided for the term specified in the Order Form. If Support is terminated, Cloud Sloka’s obligation to provide Support will cease at that time.

Support is provided through Cloud Sloka’s support email support@cloudsloka.com.au and telephonically, as indicated in Annex A to this Support Policy.

This Support Policy sets forth expectations for Support between the Customer organization and Cloud Sloka’s Support organization, including:

A.Who is authorized to submit issues;
B.How to submit issues;
C.What types of issues are supported; and
D.How and when Cloud Sloka resolves and closes reported issues.

II. Definitions

A.Contact:means qualified individuals knowledgeable in the internal systems, tools, policies, and practices in use by Customer and proficient users of the Software. Customers are expected to make every effort to ensure that the individuals that are designated as authorized contacts are qualified to support the Customer teams internally.
B. Documentation: means Cloud Sloka’s online user guides, documentation, and help and training materials, as updated from time to time, accessible via Cloud Sloka’s website
C. Incident: means each individual issue with the associated products reported to Cloud Sloka.
D. Product Releases: are specific versions of the core software product.
E. Releases: are updates to the application that provide:
(1) new features, modifications, or enhancements to the application;
(2) updates to features, code corrections, patches, and other general updates of the application; or
(3) fixes to the application.

III. Scope of Support

A. What Support Includes. Every Customer of Cloud Sloka who has bought an application will have standard support included, Cloud Sloka shall provide Customer with Support consisting of the following:
1. Email-based submissions of Incidents, if entitled, submitted as specified in Annex A;
2. Releases and Product Releases of the application.
3. The Documentation that provides up-to-date information on the software.
4. Guidance and troubleshooting to Customer in connection with questions and issues arising from the following Customer activities with respect to the Software:
a. Basic Configuration Issues: Cloud Sloka will troubleshoot Customer’s configuration settings for existing installations of Supported Products (as defined below in section III.C) to ensure proper operation and connectivity.
b. Usage Issues: Cloud Sloka will answer Customer’s “how to” questions related to standard and intended Software usage.
c. Efforts to Correct the Software: Cloud Sloka will make commercially reasonable efforts to correct bugs or other errors in the Software. Customer acknowledges that Cloud Sloka is not required to correct every bug, error, or problem with the Software that it reports to Cloud Sloka or of which Cloud Sloka is otherwise made aware and that Cloud Sloka does not guarantee resolution times.

B. What Support Excludes. Customer acknowledges that if a non-supported Incident is submitted, they may be referred to their Partner of record or another authorized Cloud Sloka Partner. If Customer chooses to engage their Partner or another authorized Cloud Sloka Partner, any costs associated with the resolution of non-supported Incidents will be Customer’s responsibility. The following are excluded from Cloud Sloka Support obligations:
1. Altered or modified Software, unless altered or modified by Cloud Sloka;
2. Software that has not been installed, operated, or maintained in accordance with the Documentation;
3. Custom solutions or actions.

C. Software Versions Covered.
1. Supported Versions: Cloud Sloka will provide Support only for the Software products specified in this Support Policy. Cloud Sloka supports use of the Software only as specified in the Documentation. Cloud Sloka’s Support obligations do not cover hardware, operating systems, networks, or third-party software. Customer understands that Cloud Sloka may need additional information as to Customer’s use of the Software during the term of this Support Policy.
2. End of Life: Cloud Sloka will provide Support of a Product Release or Release for six (6) months after issuance of the end of life notice. After such time, Cloud Sloka will provide limited Support to the Customer for an additional six (6) months consisting solely of troubleshooting issues, identifying work arounds, and resolving critical Security Issues.
3. Supported Product Versions: Cloud Sloka will provide Support for the current and the preceding Product Release (N-1) for all products.

IV. Incident Submission and Resolution

Customer shall obtain Support by reporting Incidents. Incidents shall be tracked from initial report through final resolution.

A.Submitting Incidents

1. Who May Submit Incidents?
Support is intended to aid with issues and questions beyond what is covered in the Documentation. At the time of purchase, Customer may designate as many authorized Contacts as required. However, anyone employed and authorized by the Customer may be added at any time by submitting a request to support@cloudsloka.com.au

2. Customer Obligations.
a. Customer will ensure that when an authorized Customer Contact submits an Incident, that individual will have full access and permissions required to troubleshoot the Incident and is authorized to make recommended changes to the Customer’s network, and/or applicable Products to help troubleshoot or resolve the issue.
b. Customer will give Cloud Sloka reasonable access to the Product and systems where the Software is installed as necessary for Cloud Sloka to determine the cause of the problem and find a resolution. Customer is solely responsible for Customer’s data, information, and software, including making back-up copies and security. Cloud Sloka recommends Customers create backup copies of configuration files before any work is performed.
c. Customer acknowledges that not implementing a Release may render the Software unusable or non-conforming and Customer assumes all risks arising from the failure to install such Software Updates. Even if Customer has paid the applicable fees, Cloud Sloka will not be required to provide Support if Customer has not properly implemented all Releases provided by Cloud Sloka.

3. How to Submit Incidents.
Unless otherwise specified, Incidents are to be submitted to Cloud Sloka by an authorized Contact through the Support email as outlined in the Annex A.

4. How to Report an Incident.
In order to expedite the resolution of Incidents, Cloud Sloka expects that Customer will make every attempt possible to:
a. Verify that the Incident is reproducible (as applicable).
b. Provide information necessary to help Cloud Sloka track, prioritize, reproduce, or investigate the Incident.
c. Provide a full description of the issue and expected results.
d. Categorize issues (technical question, defect, license request, enhancement request, etc.).
e. List steps to reproduce the issue and relevant data.
f. Provide any applicable log files (de-identified of sensitive data if appropriate).
g. Provide exact wording of all issue-related error messages.
h. Describe any special circumstances surrounding the discovery of the issue, e.g., first occurrence or occurrence after a specific event, frequency of occurrence, business impact of the problem on Customer, and suggested urgency.
i. Identify any existing Incident number in any ongoing communications with Cloud Sloka.

B. Support Response and Incident Resolution
1. Cloud Sloka Incident Response.
For each Incident reported by Customer in accordance with these procedures, Cloud Sloka shall:
a. Confirm receipt of the reported Incident within the acknowledgement time specified in the applicable Annex A.
b. Set a Priority Level for the Incident in accordance with the terms in section IV.B.2 below.
c. Use commercially reasonable efforts to respond to the Incident within the time specified in the Annex A.
d. Analyze the Incident and, as applicable, verify the existence of the problem(s) resulting in the Incident, which may include requesting that Customer provide additional information, logs, and re-execution of commands to help identify the root cause and dependencies of the reported issue.
e. Give Customer direction and assistance in resolving the Incident.
f. Keep a record of ongoing communications with Customer.
g. Use commercially reasonable efforts to respond to the Incident in accordance with the Initial Response times set forth in the applicable Annex.
h. Upon request of Customer, discuss Severity Level and ongoing communication time frame. Cloud Sloka may modify the Incident’s Severity Level at its sole discretion.

2. Severity Levels.
Cloud Sloka will prioritize Incidents according to the following criteria:
● Severity 1 (“S1”) is the highest priority and receives first attention. S1 Incidents are to be submitted when Customer cannot access the Software.
● Severity 2 (“S2”) indicates a reported Incident where the issue has severely impacted the performance of the Software’s intended use and is causing a material and adverse impact to the majority of Customer’s users; or Software is not operating in a material respect within the documented functionality and it is impacting the majority of Customer’s users or deployed Workflows.
● Severity 3 (“S3”) indicates a reported Incident where the issue has an impact on the performance and/or functionality of the Software that is impacting a minority of Customer’s users or deployed Workflows.
● Severity 4 (“S4”) indicates a reported Incident requesting assistance and may include questions of how to use the Software. It may also include a reported Incident where the Software is operating within the documented functionality and Customer would like to record an idea for inclusion in future releases. Cloud Sloka will not provide feedback on such enhancement requests, and these Support Cases are closed once the information has been recorded in our Product Request tool.
3. Resolution and Closure of Incidents.
Incidents shall be closed in the following manner:
a. For solvable issues, depending on the nature of the issue, the resolution may take the form of an explanation, recommendation, usage instructions, workaround instructions, or advising Customer of an available release that addresses the issue.
b. If custom code is used, Cloud Sloka may ask, in the course of attempting to resolve the issue, that Customer remove any unsupported custom code. If the problem disappears upon removal of an unsupported code, then Cloud Sloka may consider the issue to be resolved.
c. For issues outside of scope as outlined in this document, Cloud Sloka may close issues by identifying the Incident as outside the scope of Support.
d. Dropped Issues. Cloud Sloka may close an Incident if the Contact has not responded after three (3) days from the date that Cloud Sloka requested additional information required to solve the Incident. Customer may request Incidents be re-opened. At Cloud Sloka’s sole discretion, Incidents will be re-opened for further investigation if the Incident is deemed to be solvable.

Annexa-A

Software Assurance

SUPPORTED SOFTWARE
Supported Software All Cloud Sloka Products
POLICY TERMS
Effective Coverage Hours Monday – Friday
Business Hours (GMT)

 00:00 – 16:00 GMT
 22:00 – 24:00 GMT
Monday – Friday
Limited support during Cloud Sloka events and holidays

Supported Channels

Email – support@cloudsloka.com.au 

Escalations escalate@cloudSloka.com.au
TARGET RESPONSE TIMES DURING
BUSINESS HOURS
Initial Response Time ● S1 – 8 Business Hours
● S2 – 1 Business day
● S3 – 2 Business day
● S4 – Best effort