1. Overview
This Standard Support Program outlines the level of support and services provided to customers of Marvix AI Scribe (“Application”). It includes details on uptime, support hours, and scheduled maintenance.
2. Support Hours
Business Hours: Support services are available Monday through Friday, 8:00 AM Eastern Time (ET) to 5:00 PM Pacific Time (PT) except US federal holidays, which are as follows:
- New Year's Day (January 1)
- Martin Luther King Jr. Day (Third Monday in January)
- Presidents' Day (Third Monday in February)
- Memorial Day (Last Monday in May)
- Juneteenth (June 19)
- Independence Day (July 4)
- Labor Day (First Monday in September)
- Columbus Day (Second Monday in October)
- Veterans Day (November 11)
- Thanksgiving Day (Fourth Thursday in November)
- Christmas Day (December 25)
If any holiday listed above falls on a weekend, the observed holiday will be the nearest weekday. Business Hours are considered contiguous for response and resolution times – so, for eg., a support request arriving at 4:00 PM PT on Friday and receiving a response at 9:00 AM ET on Monday will be considered to have received a response in two Business Hours.
After-Hours Support: Limited support is available outside of Business Hours for critical issues (e.g., system outages). Non-critical issues will be addressed during the next business day.
3. Support Channels
Support will be available to a customer on the channels as identified in the customer’s order form.
4. Uptime Guarantee
The Application is guaranteed to be operational and accessible during Business Hours. Uptime during Business Hours is targeted at 99.99% on a monthly basis. No uptime guarantee is provided outside of Business Hours.
5. Scheduled Downtime and Maintenance
Nightly Maintenance: The Application may be taken offline for scheduled maintenance between 8:00 PM PT and 7:00 AM ET (“Maintenance Window”). This Maintenance Window allows for updates, backups, and other essential operations. No further notice will be provided in this case.
Notification of Scheduled Maintenance: Customers will be notified at least 24 hours in advance of any planned maintenance that could impact the availability of the Application during Business Hours.
Emergency Maintenance: In the event of an urgent issue requiring immediate attention, the Application may be taken offline outside of the Maintenance Window. In such cases, we will provide as much notice as possible.
6. Issue Types
- Critical Issues: Issues that cause Application to become inaccessible or inoperative for all users.
- High-Priority Issues: Issues that cause the capabilities of the Application to become severely degraded for all users.
- Other Issues: Other issues that are not covered in the above two categories.
7. Support Response and Resolution Times
- Critical Issues: Response within 4 Business Hours, Resolution within 8 Business Hours.
- High-Priority Issues: Response within 8 Business Hours, Resolution within 4 Business Days.
- Other Issues: Response within 5 Business Days.
8. Definition of “Response” and “Resolution”
- Critical Issues: Resolution means that the Application is restored to full functionality, allowing customers to continue their operations without significant disruption. This may involve deploying a fix, rolling back a recent update, or providing a temporary workaround that mitigates the issue.
- High-Priority Issues: Resolution means that the specific functionality affected by the issue is restored, or a workaround is provided that allows the customer to perform necessary tasks without substantial impairment of the Application's overall performance.
- Other Issues: Resolution may involve providing guidance, updates, workarounds, or clarifications that address non-critical issues, feature requests, or minor bugs. Response means creation of a ticket in our helpdesk/ CRM system and the consequent communication of the ticket number to the customer.
9. Exclusions
Uptime and support commitments do not apply to issues caused by factors outside the Application provider's control, including but not limited to, internet service provider failures, customer network issues, improper use of the Application by users, and force majeure events.
10. Customer Responsibilities
Customers are expected to report issues through the designated Support Channels and provide all necessary information to facilitate troubleshooting. Customers are responsible for maintaining an internet connection and proper network configuration to access the Application.