Pakked Maintenance and Support Policy
Effective November 1, 2023
Pakked Maintenance and Support Policy (“Maintenance and Support”) is issued under and forms a component of the Pakked Terms and Conditions which references this policy. Any capitalized terms not defined herein shall have the meaning ascribed to them in the Pakked Terms and Conditions. Pakked may modify this Maintenance and Support Policy from time to time, however, any modifications to the Maintenance and Support Policy will not materially decrease Pakked’s support obligations.
Pakked provides Maintenance and Support based on the Pakked Service tier provisioned by the Customer.
| Pakked Tier | Support Type |
|---|---|
| Free | Community |
| Professional | Community + E-mail Support |
| Enterprise Edition | Community + Private Community + Email Support + Video Chat + SLA |
| Enterprise Edition - Enhanced | Community + Private Community + Email Support + Video Chat + SLA + Dedicated Technical Support Agent |
Pakked Community
The Pakked Community is located at www.pakked.com/community. The Pakked Community provides access to all product documentation and tutorials, as well as a Q&A section between Community members and Pakked community and support personnel. The Pakked Community is publicly available, so Pakked advises all who have access to the community to not post any private or confidential data to the Pakked Community.
Pakked Private Community
The Pakked Private Community is a private community within the general community used to escalate support inquiries, product feedback, and account specific questions. The Pakked community team and support team have access to the Pakked Private Community, so Pakked advises all who have access to a Private Community to not post any private or confidential data to the Pakked Community.
Email Support
Pakked Email Support enables customers to submit a ticket (“Ticket”) to Pakked support if they experience a problem with the Pakked Service that they are not able to solve through the Pakked Community. Tickets are submitted to support@pakked.com.
In connection with submitting a Ticket, Subscriber will:
- notify Pakked promptly of problems Subscriber has experienced with the Pakked Service, and provide Pakked with information regarding the problem sufficient to enable Pakked to reproduce the problem;
- provide Pakked with reasonable assistance, as requested, in addressing a resolution of the problem; and
- provide Pakked with appropriate access consistent with Subscriber’s confidentiality, safety and security procedures to enable Pakked to reproduce the problem (where any information obtained from such access shall be considered Confidential Information (as defined below of Subscriber).
Pakked will acknowledge receipt of a Request immediately via its automated response system, but in any event within a commercially reasonable time thereafter.
Video Chat Support
Pakked Video Chat Support provides customers with the ability to speak to Pakked support directly through a dedicated AV conferencing support room during Pakked Standard Support Hours.
Dedicated Technical Support Agent
The Pakked Enterprise Edition – Enhanced tier provides the Customer with a dedicated technical support agent. This direct access to a technical support agent will provide additional escalation of Ticket submissions and consistent communications with a technical support agent who is aware of the Customer history of accessing the Pakked Service.
Pakked SLA
| Severity Level | Priority | Support Hours Type | Acknowledge Receipt | Begin Investigation | Provide Updates to Customer |
|---|---|---|---|---|---|
|
Level 1
|
Critical | 24 x 7 Support | < 12 hours | < 12 hours | Every 12 hours |
|
Level 2
| High | Standard Support | < 24 hours | < 48 hours | Every 48 hours |
|
Level 3
|
Medium | Standard Support | < 48 hours (2 business days) | < 48 hours | Every 48 hours |
|
Level 4
|
Low | Standard Support | < 72 hours (3 business days) | < 5 days | Every 72 hours |
Pakked Standard Support Hours
Pakked Standard Support (“Standard Support”) are Monday through Friday, US national holidays excluded, from 5:00 AM PST to 5:00 PM PST. For Level 1 Critical Tickets, Pakked will provide support 24 hours a day, 7 days a week (“24 by 7 Support”).
Pakked Support Exclusions
Except as set forth above, no other support services are provided by Pakked. Pakked will have no obligation to provide maintenance or support services of any kind for problems in the operation or performance of the Pakked Service to the extent caused by any of the following (“Customer-Generated Error”): (i) any data, files, database or non-Pakked software used in conjunction with the Pakked Service; (ii) Customer’s use of the Pakked Service other than as authorized in the Pakked Terms and Conditions ; or (iii) Customer’s use of an outdated Pakked Service (i.e… any Pakked Service ninety (90) days or older from the current release or Updates). If Pakked determines that it is necessary to perform services for a problem in the operation or performance of the Pakked Service that is caused by a Customer-Generated Error, then Pakked will notify Customer as soon as Pakked is aware of such Customer-Generated Error. Pakked will not commence any such services until approved by Customer. If such services are performed, Pakked will have the right to invoice Customer at Pakked’s then-current professional services rates for such services performed by Pakked.