Support Services

Last Updated: December 14^th, 2020 

Section 1: Preamble

iQmetrix provides English language support via telephone, chat, online form based submission, and online community forum. All incidents are evaluated, prioritized, routed and managed by iQmetrix Support personnel. This team is capable of resolving most issues and escalates the remaining incidents to the appropriate internal resources when necessary (including product development, data center operations and senior executive).

Section 2: Scope

iQmetrix Support Services are limited to issues related to maintaining operations of the Product Services. iQmetrix Customers are responsible for making reasonable efforts to resolve issues themselves before contacting iQmetrix Support Services.

iQmetrix will not provide Support Services to issues including but not limited to: Internet access, networked printer support, viruses/​spyware on computers, firmware upgrades to hardware or VPN routers, or operating system problems. iQmetrix does not provide Support Services for any issues originating in the client’s operating system or in 3^rd party services integrated with iQmetrix services via APIs.

Section 3: Support Hours

Outside of iQmetrix’ regular business hours access to Support Services are available on an on-call basis for business blocking issues (situations in which you are unable to do any business because of, but not limited to, a complete outage of a service, inability to use payment processing services, and situations in which no workaround exists).

Section 4: Support Priorities and Procedures

Priority 1: Conditions that render a Service completely inoperative and the inability to use the Service has a critical effect on operations, as determined by iQmetrix in its sole discretion.

The condition is generally characterized by complete failure of a system or systems affecting all Subscribers using the Service(s) and requires immediate restoration.

Examples of this Priority 1 incident level being attained include:

• A complete outage of a Service or Services;
• Loss of Service or material functionality feature to all End-Users; and
• A recurring anomaly impacting the Service.

Priority 1 issues are handled both during regular iQmetrix business hours and 24/7 on an on-call basis and are addressed in the following timeframes:

• Average Time to Repair < 2 hrs
• Max Time to Repair < 8 hrs

Priority 2: Conditions that render a Service partially inoperative, and the inability to use the unavailable part of the service has a material effect on operations, as determined by iQmetrix in its sole discretion. The inoperative portion of the Service restricts operations but has a less critical effect than a Priority 1 condition. The condition is generally characterized by a near complete system failure which results in a material functionality feature being unavailable to greater than 50% of end-users.

Examples of this Priority 2 incident level being attained include:

• Loss of service and functionality to greater than 50% of End-Users;
• Loss of the ability to utilize some aspect of Service features or functionality; and
• A recurring anomaly impacting service(s) to more than 50% of End-Users.

Priority 2 issues are handled both during iQmetrix business hours and 24/7 on an on-call basis and are addressed in the following timeframes:

• Average Time to Repair < 4 hrs
• Max Time to Repair < 12 hrs

Priority 3: Conditions that render a Service partially inoperative, but the Service is still materially usable. The inoperative portion of the service restricts operations but has a less critical effect than a Priority 1 or 2 condition.

Examples of this Incident level being attained include:

• Loss of service and functionality to fewer than 50% of End-Users; and
• Loss of the ability to utilize some aspect of service features or functionality.

Priority 3 issues are handled both during iQmetrix business hours, and 24/7 on an on-call basis and are addressed in the following timeframes:

• Average Time to Repair < 8 hrs
• Max Time to Repair < 24 hrs

Priority 4: Conditions that do not directly affect the Service and under which the Service is usable and either have no material effect on operations or have very limited effect on operations. The condition is not critical to overall operations of the Service, and does not restrict operations in a material way.

Examples of this Incident level being attained include:

• A minor degradation of the Service delivery;
• Non-Service impacting intermittent system faults;
• Loss of reporting functionality;
• Invalid measurement data; and
• User interface defects that have little or no impact on an End-User’s ability to utilize Service features and functions.

Priority 4 issues can be handled both during iQmetrix business hours, or submitted outside of those business hours via an online Support Portal ticketing system. All priority 4 issue requests will be addressed at the start of the next business day and will be managed during business hours. An estimated time of repair will be provided to the Subscriber on identification and assessment of the issue(s) as well as status updates on progress to repair same.