These Contemplor Support Policies are part of a Contemplor license. Contemplor’s Terms of Service (including Technical Support and Subscription terms and conditions) for its transaction support product can be found in its end user license agreement. These Support Policies are subject to change at Contemplor’s discretion.
“Contemplor Update” means a subsequent release of the Contemplor transaction product, which Contemplor generally makes available for its customers with an active Contemplor license and support contract at no additional fee. Contemplor Updates may contain, but are not limited to security fixes, critical patch updates, general maintenance releases, selected functionality, and documentation updates.
Contemplor will provide updates when available and at its discretion. Contemplor is under no obligation to develop any future functionality or enhancements. If an update for a Contemplor product is made available to you pursuant to these Support Policies, it shall automatically replace the previous version of the applicable Contemplor product.
Where practical, Contemplor will schedule such updates during non-business hours and will provide customers with advance notice on the Contemplor support website.
Contemplor Help Desk
Contemplor customers may contact Contemplor for technical support.
Contemplor Technical Support consists of (i) a diagnosis of problems or issues with the Contemplor product, and (ii) reasonable efforts to resolve reported and verifiable errors in the Contemplor product so that it performs materially as described in the online Contemplor product documentation.
Contemplor may review Support Requests logged by your technical contacts, and may recommend specific organization and process changes to assist you with the practices described in these Contemplor Support Policies.
Contemplor is committed to rapid response of all Support Requests. All requests can be logged with Contemplor 24 hours per day, 7 days per week, 365 days per year basis via phone or web. All Support Requests can be tracked online by the Support Administrator who opened the Support Request.
Severity Level response times do not vary if you file your Support Request via the telephone or the web. Contemplor will use commercially reasonable efforts to promptly respond to each Support Request within the published Service Level. Contemplor does not guarantee resolution time as that may vary on the nature of the problem. A resolution may consist of a fix, workaround or other solution Contemplor deems reasonable.
Contact information for Contemplor Technical Support can be found at: www.ContemplorSoftware.com/support/contacts/.
Effective Date: Jan 1, 2016