Support Policy
Updated June 30th, 2023
Pascal provides Support of Eligible Software under the terms of this Support Policy as long as Customer maintains a current subscription to Support. Support means the services described in this Support Policy and does not include one-time services or other services not specified in this Support Policy, such as training, consulting or custom development. This Support Policy is part of and subject to an agreement with Pascal (the “Agreement”) that includes (unless Customer has executed a separate agreement with Pascal) the Enterprise Terms (at https://pascalsoftware.com/license-agreement) and the Order Schedule under which Customer purchased its Subscription to Support.
For installable Pascal software, Eligible Software excludes versions designated by Pascal as a Preview version, a Beta version, a Developer Edition, or a Community Edition. Customers may initiate a request for Support and Maintenance Services via Pascal’s website at https://support.pascalsoftware.com.
Standard support is included with your subscription. For pricing on Premium Support please contact sales@pascalsoftware.com
| SUPPORT FEATURE | STANDARD | PREMIUM |
Service Hours | 7 am to 7 pm Local Time (M- F ) | 24×7 |
Response Time | Urgent – 4 Hours | Urgent – 1 Hour |
High – 12 Hours | High – 4 Hours | |
Normal – 24 Hours | Normal – 12 Hours | |
Low – 48 Hours | Low – 24 Hours | |
Dedicated Slack Channel | No | Yes |
Max Technical Contacts | 2 | 8 |
Named Support Engineer | No | Yes |
Technical Contacts and Timezone
A technical contact is an employee or contractor of the Customer whom the Customer designates to be a primary contact for submitting and conversing with Pascal about support requests. The maximum number of technical contacts is determined by the support subscription level. The Customer shall identify such persons to Pascal in writing promptly after the Effective Date. For Standard tier service, the Customer shall also designate their local timezone. The Customer may change such contacts upon written notice to Pascal. Pascal will not be obligated to provide Support and Maintenance Services to any person other than the designated liaisons.
Severity Levels
Upon receiving a support request based on the Severity levels below, Pascal may then re-classify the problem according to these criteria if there is an issue with Customer’s classification Pascal will use commercially reasonable efforts to respond to, and to resolve such problems under:
| SEVERITY | DESCRIPTION |
Urgent (P1) | Service availability: Production Service is down | Data integrity: Customer data is lost or corrupt | Data Security: Security access violation | And no workaround is available |
High (P2) | Production Service is available but degraded | Subpar Performance affecting normal operations | Non-production service is down | A workaround is available but not feasible long term |
Normal (P3) | Partial loss of functionality in a subsystem | Normal operations are not affected |
Low (P4) | General usage questions | Clarification in documentation |
Exclusions
Support and Maintenance Services will not include services requested, and any services requested will be charged to Customer at Pascal’s then-current rates: (i) customer fail to follow this Agreement or user document in order to maintain the proper operating environment to use the Licensed Software; or (ii) modification, alteration, or addition of any portion of the Licensed Software by a person other than Pascal.
Customer Responsibilities
Customers shall provide Pascal with access to Customer’s personnel, equipment, and testing environments for Pascal to perform Support and Maintenance Services.
Customers shall document and promptly report all errors or malfunctions in the Licensed Software to Pascal. Customers shall take all steps to carry out procedures for the rectification of errors or malfunctions within a reasonable time after such procedures have been received from Pascal.
Software Updates
Pascal may update the Licensed Software and Third-Party Software occasionally, and proper operation of Licensed Software depends upon Customer ensuring that such Software Updates are installed automatically by the Licensed Software. Pascal shall provide to Customer any Software Updates that Pascal generally provides to all its Support and Maintenance Services customers. Pascal shall have no obligation to provide Support and Maintenance Services for any version of the Licensed Software released over twelve (12) months before the then-most current version. Pascal may, at its option, provide Support and Maintenance Services for such version of the Licensed Software under a Statement of Work.