Support for
Good Solutions

Data Manager, TrustedShare, TrustedShare for Good Support Policy

Releases

Copiun will release updated versions of the Software periodically, generally as follows:

Maintenance releases include fixes and are typically released monthly or as necessary
Point releases (i.e. version 3.1, 3.2 etc.) include minor improvements which are not priced separately.
Version upgrades (i.e. 3.0, 4.0 etc.) include significant new features or modules for which additional fees may apply.

Helpdesk Support

Named Administrator Technical Support

Licensee shall designate in writing to Copiun the two (2) users responsible for the administration and configuration of the Software (“Named Administrators”).

User Phone and Email Support

Named Administrators can contact the Copiun by telephone, 24 hours per day, 365 days per year:

Phone:

- From within the United States and Canada (toll-free) at 1-866-831-1821, choose option 2

- From outside the United States and Canada at +1-508-251-5320, choose option 2

Normal Business Hours

9:00 AM to 6:00 PM Eastern Time.

Severity Definitions

Severity 1 - A problem that renders the Software substantially unusable in production.

Severity 2 - A major problem that causes a feature failure in the Software.

Severity 3 - A problem that causes a feature or system failure whereby the Software is usable, but inconvenience is caused to normal operations.

Severity 4 - A problem is one which causes a minor inconvenience to the Licensee, or that does not directly affect normal operations.

Initial Response Time

Severity	Initial Response Time
Severity 1	Two (2) hours, updates at least once per day or by mutually agreed upon schedules until resolved.
Severity 2	Four (4) hours during Normal Business Hours
Severity 3	Twenty four (24) hours during Normal Business Hours
Severity 4	Forty eight (48) hours during Normal Business Hours

Activities Out of Scope for Helpdesk Support