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Vector GFX | Support Policy

Vector GFX canvasxdraw Products Support Policy

Introduction

This Support Policy is for Vector GFX, Inc (COMPANY) and it sets forth terms and conditions applicable to Company’s provision of maintenance and support services with respect to the canvasxdraw Products.

Support Services

During the Subscription Period, Company shall make available to Customer, at no additional charge, standard technical support as specified in this Section with respect to the desktop application (“Standard Support”).

Support Services shall only be provided to 1) Customer employees or 2) Consultant(s) who have been identified as a Customer Designated Representative in an Order Form or by email notification from Customer to support@vectorgfx.net(the “Customer Designated Representatives”). Customer may change their Customer Designated Representative by email notification to support@vectorgfx.net. Other Authorized Users shall use the Documentation and rely on the Customer Designated Representatives for their support.

Company will use commercially reasonable efforts to resolve any Error reported to Company by Customer in accordance with the Support Request procedures set forth below, with fully documented and reproducible examples of the reported problem.

Notwithstanding anything to the contrary contained herein, the following shall be excluded from the scope of the Support Services, except to the extent otherwise agreed by the Parties in writing (such as, pursuant to a Statement of Work):

(a) Any issue which, following investigation by Company, is determined not to be an Error in the product, including issues related to third party software products or the failure to operate the product, in accordance with its Documentation;

(b) Any issue related to Customer Extensions

(c) Any Professional Services.

Customer shall cooperate fully with Company in Company’s provision of the Support Services, including by providing Company, in a timely fashion, with such assistance and access to information need to perform the support service.

With respect to Errors properly reported by Customer in accordance with the terms of this Support Policy, Company will use commercially reasonable efforts to adhere to the response target timelines specified below

Support Terminology

All service requests are important to both Vector GFX and our customers. We respond to all inquiries as quickly as possible. Vector GFX uses various terminology when referring to the support levels (“Tiers”), categories, severities, and priorities of inquiries defined as follows:

Tiered Support

  • Tier 1 – Basic help desk resolution including support for basic customer issues. Tier 1 includes any licensing and account issues. If no solution is available, Tier 1 personnel escalate incidents to a higher tier.
  • Tier 2 – Experienced and knowledgeable technicians assess issues and provide solutions for problems that cannot be handled at Tier 1. If no solution is available, Tier 2 personnel escalate incidents to a higher tier.
  • Tier 3 – Access to the highest technical resources available for problem resolution or new feature creation. Tier 3 technicians attempt to duplicate problems and define root causes, using product designs, code, or specifications.

Issue Categorization

  • Question – There is a question about canvasxdraw workflows, documentation, and licensing.
  • Problem – There is an issue using canvasxdraw where it is not behaving as expected. Report the issue with detailed information enabling Vector GFX Support to reproduce the problem. Provide product version, system information, sample file, and steps to reproduce.
  • Bug – The problem has been confirmed to be an error within our product. Provide product version, system information, sample file, and steps to reproduce. A Problem is not considered a Bug until Vector GFX Support has reproduced it.
  • Feature Request – A request for new functionality within the product, or a Problem/Bug which Vector GFX has determined can only addressed with new functionality.
  • Documentation Bug – There is a mistake or something missing from the canvasxdraw documentation.

Issue Severity

The customer identifies the severity of an issue to their business.

  • Critical – Stopping business and/or development
  • High – Significantly affecting business, partial loss of functionality
  • Medium – Somewhat affecting business, work continues mostly unaffected
  • Low – Minimally affecting business, no loss of functionality

Issue Priority

Vector GFX sets the priority based on Customer Severity, nature of the problem, support level, etc.

  • High – Highest priority issues for the Support team.
  • Medium – Elevated priority.
  • Low – Normal priority.

Support Response Times

Vector GFX endeavors to provide responses and resolutions to support issues as quickly as possible. Vector GFX measures two factors:

  • First Response Time: The inquiry is reviewed, and a reply is provided with the answer to a question, response to a problem, solution and/or workaround for a problem, acknowledgement of a feature request, or advice the inquiry is raised to a Tier 2 or Tier 3.
  • Resolution Time: Once the inquiry is understood by all parties, a reply is provided with an answer to a question, response to a problem, solution and/or workaround for a problem, or acknowledgement of a feature request.

The channels for getting support for canvasxdraw products will be:

See the canvasxdraw Knowledge and Support Center at www.vectorgfx/net/learn for more information

Support Levels

The two levels of support are Standard and Premium. Standard is included with every canvasxdraw subscription, and additional support and training is offered for an additional fee. We also offer Enterprise Support as defined in section 1.0 Support Services.

Submitting a Support Request

Prior to submitting an Error report or other request for Support Services (each, a “Support Request”), a Customer Designated Representative is expected to consult the relevant Documentation and the Knowledge Base located at ________________________

If the Customer Designated Representative is unable to resolve the issue by referencing the Documentation and Knowledge Base, then the Customer Designated Representative may submit a Support Request to the Company service center via the support portal at _______________________, by e-mail to support@vectorgfx.net  or, if Customer has purchased Premium Support or Enterprise Support, by telephone. For Support Requests that Customer considers urgent, the Customer Designated Representative shall promptly notify Company by email at support@vectorgfx.net  to confirm Company’s receipt of the Support Request.

When submitting a Support Request, the Customer Designated Representative must furnish Company with all information and assistance needed by Company to address the reported issue, including by promptly furnishing sample input and output, providing assistance in isolating and reproducing the suspected Error, performing diagnostics and tests requested by Company, and carrying out any required remedial tasks requested by Company.

No Support Request may be initiated by a Customer Designated Representative directly to any Company engineering or professional services personnel or in any other way that might bypass the Company support service center.