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OpsVerse Support Agreement

Last updated: 05/03/2022

Support Program

This Support Program describes the Support Services offered by OpsVerse to licensed users (“You” or “Your”) of OpsVerse Service. During Your paid subscription to the Service, You will be entitled to the following Support Services for such Software provided you have paid all applicable subscription fees. Support Services do not include training, on-site technical support, professional services or related out-of-pocket expenses or support for OpsVerse services or products you have not purchased a subscription.

OpsVerse may amend or modify this Support Program at any time and will post the updated version at https://opsverse.io/about/support-agreement/ ; provided, however, that any amendments or revisions will not take effect until the renewal of your then-current Subscription Term. All defined terms used herein, including without limitation “Service”, “Software” and “Updates”, shall have the meaning accorded to such term in the OpsVerse End User License.

A. Support Services; When and How to Make Requests for Problem Resolution.

  • You can open a support request by sending an e-mail to support@opsverse.io
  • OpsVerse will undertake commercially reasonable efforts during your Subscription Term to:
    (a) respond within forty eight (48) business hours to any ticket requesting support during normal business hours, i.e., from 9 a.m.–9 p.m. Eastern Time, Monday through Friday, except for holidays.
    (b) respond to tickets received outside of normal business hours on the next business day.
    (c) respond to any problem that renders the Service unusable within 4 hours, and to resolve non-material defects with or before the next release of the Software.
  • OpsVerse will provide You with all Updates to the Service for no additional fee, together with all required amendments to the associated Software documentation. New services or products for which OpsVerse charges a separate fee or which OpsVerse does not make generally commercially available to customers under Support Services are not included as Updates or as part of Support Services. The content and timing of all Updates shall be decided upon by OpsVerse in its sole discretion.
  • Support Services are available for the resolution of technical issues related to the Service for the Subscription Term of Your paid subscription. These technical issues include installation of agents, integrations, configuration, maintenance, and general usage of the subscribed Servic
  • Support Services specifically exclude:
  • defects or errors resulting from any modifications of deployment or integrations or agents unless made, instructed, or approved by OpsVerse or an authorized agent of OpsVerse.
  • any fault in Your environment  or infrastructure or in any software or hardware used in conjunction with the Service; and
  • defects or errors caused by the use of any non-OpsVerse software products or software applications other than those specifically certified for use by OpsVerse as set forth in the documentation for the applicable OpsVerse Service.
  • If you have subscribed to Pro Support, you are eligible for additional support services and SLAs as given below:
  • In addition to e-mail support, you will have access to a dedicated SLACK channel to log issues
  • OpsVerse will undertake commercially reasonable efforts during your Subscription Term to:
    (a) respond within twenty four (24) business hours to any ticket requesting support during normal business hours, i.e., from 9 a.m.– 9 p.m. Eastern Time.
    (b) respond to any problem that renders the Service unusable within 4 hours, and to resolve non-material defects with or before the next release of the Software.
  • You are entitled to receive 2 hours of training by OpsVerse on OpsVerse products, services, and best practices.
  • If you have subscribed to Enterprise Support, you are eligible for additional support services and SLAs as given below:
  • In addition to e-mail support, you will have access to a dedicated SLACK channel to log issues
  • You will have access to a dedicated Technical Account Manager
  • OpsVerse will undertake commercially reasonable efforts during your Subscription Term to
    (a)provide 24×7 support and respond within four (4) business hours to all support requests.
    (b) to respond to any problem that renders the Service unusable within 1 hours, and to resolve non-material defects with or before the next release of the Software.
  • You are entitled to receive 8 hours of training by OpsVerse on OpsVerse products, services, and best practices.

B. Your Obligations. To be eligible for Support Services, You must:

  • ensure that all undisputed payments and applicable fees owed to OpsVerse have been paid and are not delinquent; provided, however, that if the parties are unable to resolve a payment dispute within 90 days, OpsVerse may cease providing Support Services until the dispute is resolved;
  • ensure that the OpsVerse Service is used in accordance with the terms of the EULA or the agreement executed by You and OpsVerse for the subscription of the Service;
  • not, directly or indirectly using a third party, make any modifications to the Software, agents provided by OpsVerse, and integrations
  • reasonably co-operate with OpsVerse’s technical support personnel in the diagnosis of any error or defect in the Service; and
  • make available to OpsVerse, free of charge, all information, facilities and services reasonably required and requested by OpsVerse to enable OpsVerse to perform the Support Services described herein.