1. Support – Service Call Response and Resolution Times.
Tango will provide monitoring of the Subscription Services 24 hours a day, seven days a week. Tango provides helpdesk support between 9:00 a.m. and 6:00 p.m. local time, Monday through Friday excluding holidays, in each primary operating region (North America, EMEA and APAC). Subscriber should endeavor to report technical issues or problems with the Subscription Services as promptly as possible following the occurrence of such issue or problem by creating a support ticket on the Tango Support Portal, including the time, description, and conditions of the issue or problem.
Tango will respond to technical support requests from Subscriber (other than Configuration Change Requests or requests for Enhancements, which are addressed in Section 2, below) and will work to resolve issues identified within the Subscription Services in the time frames described below based upon the severity level assigned to the issue by Tango:
Severity 1:
Produces an emergency situation in which the Subscription Services are unavailable or fails catastrophically.
RESPONSE:
Tango will provide an email response by a qualified member of its staff to begin to diagnose and to correct a Severity 1 problem as soon as reasonably possible, but in any event a response will be provided within two hours. Tango will work continuously using its best efforts to resolve Severity 1 problems. The resolution will be delivered to Subscriber as a work-around or as an emergency software fix. If Tango delivers a work-around that restores Subscriber’s access to the Subscription Services or enables the Subscription Services to function correctly and with most functions operating, the severity classification will drop to a Severity 2.
Severity 2:
Produces a detrimental situation in which performance (throughput or response) of the Subscription Services degrades substantially under reasonable loads, such that there is a severe impact on use; the Subscription Services are usable, but materially incomplete; one or more mainline functions is inoperable; or the use is otherwise significantly impacted.
RESPONSE:
Tango will provide an email response by a qualified member of its staff to begin to diagnose and to correct a Severity 2 problem as soon as reasonably possible, but in any event a response will be provided within four hours. Tango will use its best efforts to resolve Severity 2 problems. The resolution will be delivered to Subscriber in the same format as Severity 1 problems. If Tango delivers a work-around for a Severity 2 problem that substantially improves or resolves all Severity 2 problems, the severity classification will drop to a Severity 3 with respect to any remaining issues.
Severity 3:
Produces an inconvenient situation in which the Subscription Services are usable, but does not provide a function in the most convenient or expeditious manner, and the user suffers little or no significant impact.
RESPONSE:
Tango will exercise reasonable efforts to resolve Severity 3 problems in the next maintenance release.
Severity 4:
Produces a noticeable situation in which the use of the Subscription Services is affected in some way which is reasonably correctable by a documentation change or by a future, regular release from Tango.
RESPONSE:
Tango will provide, as agreed by the Parties, a fix or fixes for Severity 4 problems in future maintenance releases.
To the extent Tango’s response time for technical service requests of Severity 1 or Severity 2 exceeds the minimums set forth above for such requests, such time will constitute Downtime of the Subscription Services pursuant to Exhibit B.
2. Configuration Change Requests or Requests for Enhancements.
Subscriber may request changes to the configuration of the Subscription Services (e.g., attribution, list of values, templates, and reports), user provisioning and security, as well as data updates (each, a “Configuration Change Request”) or the addition of new functionality to the Subscription Services (each, an “Enhancement”) via the Tango Support Portal, which Configuration Change Requests and requests for Enhancements will be subject to mutually-agreed Statements of Work. Discounts may be available for pre-purchases of blocks of hours to be used for Configuration Change Requests and requests for Enhancements (“Managed Services”).