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Visionify Support Policy

Last Updated: Sep 4, 2024

This Support Policy ("Policy") is part of and incorporated by reference into the Customer License Agreement ("Agreement") between Visionify Inc. ("Visionify") and the customer ("Customer"). Any capitalized terms not defined in this Policy shall have the meanings provided in the Agreement.

1. Definitions

  • Error: A reproducible issue in the VisionAI Software or Service that prevents or restricts its functionality, rendering it inaccessible or significantly impaired as defined in the priority levels below.
  • Escalation: The process by which Visionify will engage progressively higher levels of support within its organization to address and resolve the Error.
  • Resolution: A solution or workaround that sufficiently addresses the Error.
  • Start Time: The time Visionify Support first acknowledges an Error during support hours, following a Customer support request submission.

2. Support Hours

Visionify provides support during Business Days, defined as Monday through Friday, excluding national holidays, based on the Customer's designated support region and time zone:

  • US Enterprise Customers: 9:00 AM to 5:00 PM MT
  • India Enterprise Customers: 9:00 AM to 5:00 PM IST
  • EU Enterprise Customers: 9:00 AM to 5:00 PM CET
  • All other Customers: 9:00 AM to 5:00 PM PT

3. Support Submission

Customers must submit support requests via email at support@visionify.ai. To assist Visionify in providing effective support, Customers should include:

  • A detailed description of the Error, including steps to reproduce it where applicable.
  • Relevant logs, screenshots, or video capture to illustrate the Error.
  • Information on any attempts made to resolve the Error before contacting Visionify Support.

Visionify may terminate a support case if it determines that a satisfactory Resolution has been achieved.

4. Visionify Response

Upon determining the nature of an Error following a Customer support request, Visionify will assign a priority level and will use commercially reasonable efforts to respond and provide a Resolution according to the following table. Visionify calculates all Response Times and Resolution Times from the Start Time.

Priority Level Description Response Time Resolution Time
1 Critical Error: Prevents all users from accessing or using the Service, with no available workaround. Within 4 hours 72 hours
2 Major Error: Materially impairs service for all users, with no workaround available. Within 24 hours 2 weeks
3 Minor Error: Causes partial degradation but has a workaround available. Within 24 hours As agreed upon with Customer

If an Error cannot be resolved within the specified Resolution Time, Visionify will initiate an Escalation.

5. Escalation Process

In the event an Error is not resolved within the specified Resolution Time, Visionify will follow an escalation process to ensure timely resolution:

  • Level 1 - Initial Support Team: The support team will initially assess the Error, attempt troubleshooting steps, and provide an initial response within the designated response time.
  • Level 2 - Senior Technical Support: If the Error remains unresolved, the case will be escalated to senior technical support, who will perform an in-depth analysis and implement advanced troubleshooting. Senior support will aim to resolve the issue within an additional timeframe defined by the Error's complexity and severity.
  • Level 3 - Engineering and Development Teams: Should the issue persist, it will be further escalated to Visionify’s engineering or development teams for direct intervention. They will prioritize the Error for a permanent Resolution or workaround and communicate expected resolution timelines to the Customer.
  • Customer Communication: Throughout the escalation, Visionify will provide regular updates to the Customer regarding the status and estimated time to Resolution. For Critical Errors (Priority Level 1), Visionify will ensure continuous updates every four hours.

5. Exclusions

Visionify is not obligated to provide support for Errors arising from or related to:

  • Modifications to the Software or Service by any party other than Visionify.
  • Use of the Software or Service in a computing environment not meeting the system requirements set forth in the Documentation.
  • Non-interoperability with other software, systems, or third-party services unless explicitly supported by Visionify.
  • Issues related to power, network disruptions, or hardware malfunctions not provided by Visionify.
  • Customer equipment or third-party products, equipment, or services.
  • Use of beta or experimental features.