Technical Support Guidelines
The following technical support services guidelines ("Guidelines") apply to support services for the terms of service (https://www.aodocs.com/terms-of-service) or any specific agreement entered into by and between AODocs and Customer (as may be applicable, the "Agreement"). AODocs Technical Support Services are collectively referred to in these Guidelines as "AODocs Services." Capitalized terms not defined herein have the meaning set forth in the Agreement.
Support Request Submission
General. Customer may submit Requests by email or through the Online Help Center
Customer Efforts to Fix Errors. Prior to making a Request to AODocs, Customer will use reasonable efforts to fix any error, bug, malfunction or network connectivity defect without escalation to AODocs. Thereafter, a Customer Contact may submit a written request for technical support through the AODocs Help Center or support portal as provided by AODocs, or by email.
Characterization of Requests. Customers designate priority upon submission of Requests. Upon receiving a request from Customer Contact, AODocs will determine whether the request is a "Service Unusable," "Standard Request" or a "Feature Request" (as defined in Section 8). Any such determination made by AODocs is final and binding on Customer. AODocs reserves the right to change Customer's Priority designation if AODocs believes that Customer's designation is incorrect and will inform Customer of any such change in its response to the support Request. Customer may appeal any such reclassification to AODocs's Support management for review through any available support channel.
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 AODocs Support Personnel as appropriate.
Request Acknowledgement. AODocs may respond to a Request by acknowledging receipt of the Request. Customer acknowledges and understands that AODocs may be unable to provide answers to, or resolve all, Requests.
Feature Requests. If AODocs deems a Request as a Feature Request, AODocs will redirect the customer to log such Request for consideration to add to a future update or release of the Services and will consider the matter closed. AODocs 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.
AODocs Help Center. Customer's End Users of the AODocs Services are provided support solely through the AODocs Help Center, which is accessible at https://support.aodocs.com or such URL as AODocs 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.
Support Hours and Target Initial Response Times. AODocs will provide access to AODocs Help Center for customers on a 24 x 7 basis for Self Service help. AODocs will provide support through the AODocs Help Center. P1 Priority support Requests are responded to with a target initial response time of two hours. Written P2, P3, and P4 Priority support Requests submitted via Online Help Center or support portal are responded to with an initial target response time of 1 business day or less.
AODocs support operating hours are Monday to Friday, from 9:00 AM Central European Time (3:00 AM Eastern US Time) to 3:00 AM Central European Time (9:00 PM US Eastern Time).
Customer verification for Resellers may be Required to Access Support. Resellers who perform support actions on behalf of Customers may be required to prove that they can perform such action by any mean required by AODocs 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 for End Users and Administrators designed to assist Customers with implementation and use of the Services
Access to support by AODocs Help Center or support portal.
Status Dashboard and support portal providing real-time publicly available status information for the Services
Updates to Guidelines. AODocs may update these Guidelines from time to time but any update will not have a material adverse effect on Customer.
Maintenance. To ensure optimal performance of the Services, AODocs performs periodic Maintenance. In most cases, Maintenance will have limited or no negative impact on the availability and functionality of the Services. If AODocs expects planned Maintenance to negatively affect the availability or functionality of the Services, AODocs will use commercially reasonable efforts to provide at least seven days advance notice of the Maintenance. In addition, AODocs may perform emergency unscheduled Maintenance at any time. If AODocs expects such emergency unscheduled Maintenance to negatively affect the availability or functionality of the Services, AODocs will use commercially reasonable efforts to provide advance notice of such Maintenance. Maintenance notices noted above will be provided via the AODocs Dashboard, Admin Console and/or Support Portal. In addition, Customers who subscribe may also be able to receive email and notifications of Maintenance.
Language. The parties agree that all support provided by AODocs Support Personnel pursuant to these Guidelines will be provided in English language.
Term of Support. AODocs 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.
Glossary of Definitions
For the purpose of these Guidelines, the capitalized terms below will have the following meanings:
"Customer Contacts" means Administrators (up to 5 per AODocs domain) which have been designated by Customer at the time of the activation of the AODocs service on Customer’s domain, or from time to time by written notification from Customer to AODocs.
"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.
"AODocs Support Personnel" mean the AODocs representatives responsible for handling technical support requests.
"Maintenance" means maintenance work that is performed on hardware or software delivering the Services.
"Priority" means the level of impact a Request is having on Customer's operations and is used to establish target response times. P1 for Urgent, P2 for High, P3 for Normal and P4 for Low.
"Request" means a request from Customer to AODocs 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 of the Customer’s End Users from access to, or use of, the Services. Customer must identify a Request as Service Unusable by designating it as a P1 Priority support Request.
"Standard Request" means a Request made by Customer to AODocs that is not a Service Unusable Request or Feature Request.
"Supported Platform" as listed at https://support.aodocs.com/hc/en-us/articles/206432936 means an operating system and version for which support under these Guidelines is provided.