Support Policy

This SUPPORT POLICY (“POLICY”) outlines the procedures and standards to be taken by ALLITHOST when in the process of giving technical and customer support to any services, systems or products provided by ALLITHOST to its CUSTOMERS, services, systems or products that will subject to an AGREEMENT or ADDENDUM to an AGREEMENT, and properly described, on its specifics, in a SERVICE ORDER or STATEMENT OF WORK, or any other documents to be mutually approved by ALLITHOST and the CUSTOMER.

As such, this SUPPORT POLICY becomes part of any AGREEMENT or ADDENDUM to an AGREEMENT, which calls it, in the recitals or provisions, as ancillary document.

1.     SUPPORT POLICY – SCOPE OF SERVICE

Technical and Customer Support will be provided by ALLITHOST to its CUSTOMERS for SERVICES, SYSTEMS and PRODUCTS accordingly to the terms set forth in the respective AGREEMENT, ADDENDUMS, this SUPPORT POLICY and any changes established in a CHANGE ORDER, a SERVICE ORDER or a STATEMENT OF WORK.

For the terms of this POLICY, Technical and Customer Support may cover a diverse set of activities, from activities that can be performed online or remotely, to activities that can only be performed in the CUSTOMER’s premises.

As such, each of those activities will have a different specific scope and terms of use that may differ of the STANDARD TERMS OF USE set forth on this POLICY.

In this case, the scope of terms of use specifically defined for each one of the activities, if any, shall always supersede the STANDARD TERMS OF USER set forth on this POLICY.

Also, as scope and terms of use get more specific, the fees to be charged by ALLITHOST on regards of those Technical and Customer Support specific activities may also differ from the generic fees contained in the ALLITHOST price list, and, in such case, those fees shall be defined along those specific scope and terms of use, to be set in a CHANGE ORDER, a SERVICE ORDER or a STATEMENT OF WORK, as applicable.

The general scope of our Technical and Customer Support includes, but is not limited to, as specified, defined and restricted in an ORDER:

(i)              Help a CUSTOMER to make the SYSTEMS, SERVICES, SOFTWARES, EQUIPMENT and/or PRODUCTS (“PRODUCTS”) provided by ALLITHOST to work accordingly to the maximum of the capacities available on such PRODUCTS;

(ii)             Help a CUSTOMER with installation, configuration and operational problems when such PRODUCTS present any issue or problem;

(iii)            Help a CUSTOMER to understand how a PRODUCT works and how that PRODUCT’s documentation, such as manuals, written procedures, checklists and such (“DOCUMENTATION”);

(iv)            Help a CUSTOMER use what is in the DOCUMENTATION to get a specific task done by the PRODUCTS, by guiding the CUSTOMER through some documented processes or by giving examples on how to achieve something;

(v)             Help a CUSTOMER with the correct interpretation of Error Messages, analysis of suspected defects, and troubleshooting through Abnormal PRODUCT events;

(vi)            Help a CUSTOMER to handle general troubleshooting of PRODUCT related issues;

(vii)           Help a CUSTOMER, when situations where common troubleshooting techniques have failed, by walking the CUSTOMER through installation and operational procedures to find out the origin of errors and issues;

(viii)          Help a CUSTOMER by determining a reasonable workaround for the CUSTOMER to keep using the PRODUCT, if possible;

(ix)            Handle issues that CUSTOMER first-response in-house, if any, was not able to correct;

(x)             Establish contacts with third-party providers and vendors on order to solve issues that hamper the operation of any of the PRODUCTS or the CUSTOMER systems or network;

(xi)            Help a CUSTOMER by creating users, changing access-restriction, granting user capabilities and monitoring and controlling user access;

(xii)           Help a CUSTOMER by monitoring and troubleshooting problems in the CUSTOMER’s systems or networks, if ALLITHOST was properly hired to do so, and;

(xiii)          Help CUSTOMERS with any other issues that may request Technical and Customer Support, and are specifically determined as such in an ORDER.

This above list of Technical and Customer Support responsibilities above is not exhaustive but is meant to represent examples of the Technical and Customer Support ALLITHOST may provide to the CUSTOMER, not intending to be a complete list and not representing a specific list of services being provided to a specific CUSTOMER, as such specific Technical and Customer Support responsibilities, will be defined on a case-by-case basis, and then will establish rights and obligations for both parties, through specific ORDERS, mutually agreed between ALLITHOST and the CUSTOMER, for each PRODUCT.

Also, as per what shall be specifically determined, in a case-by-case basis, through specific AGREEMENTS, ADDENDA and ORDERS, ALLITHOST shall provide the CUSTOMER with copyrighted patches, updates, releases and new versions of the PRODUCTS along with other generally available technical material (“MAINTENANCE MATERIALS”).

If CUSTOMER needs any kind of help, which goes beyond the boundaries of Technical and Customer Support, such as, for instance, billing and administrative help, CUSTOMER shall contact their SALES REPRESENTATIVE or ACCOUNT MANAGER with ALLITHOST, as CUSTOMER AND TECHNICAL SUPPORT will not handle, and will not be able to provide any response or solution for such specific matters.

2.     SUPPORT POLICY – STANDARD OF SERVICE

When providing Technical and Customer Support, ALLITHOST will aim to achieve the most professional and knowledgeable level, accordingly to present industry standards, by providing quality support to the CUSTOMERS.

To achieve those standards, ALLITHOST Technical and Customer Support will strive to:

(i)              Provide round-the-clock (24/7/365), when possible and, at least, the minimum response time (as feasible) support to our CUSTOMERS;

(ii)             Have a commitment with the fastest problem resolution and issue handling, as viable;

(iii)            Provide escalation and case management procedures that are clear, straightforward and specific;

(iv)            Minimize, as much as possible, CUSTOMER’s holding time, when on a phone call, and waiting time, for responses handled via email or fax;

(v)             Have its Technical Support Representatives attempting to resolve CUSTOMER’s problems while CUSTOMER is on the phone, in the first call;

(vi)            Reply to any off-hours phone calls or e-mail enquiries at least by the next working day, first thing in the morning;

(vii)           Maintain CUSTOMERS constantly updated with the ongoing status of issues not resolved on the first call;

(viii)          Provide a skilled and friendly Technical Support representatives team;

(ix)            If one of our Technical Support Representatives encounters a problem beyond the scope of such representative’s knowledge, handle an immediate escalation service request to a higher level Technical Support Representative that may be more knowledgeable about that particular problem;

(x)             Not force our CUSTOMERS to do something in a more complicated way by sticking to one of our PRODUCTS, when another of our PRODUCTS, or even a third-party product, could do such task on a simpler way, and;

(xi)            Use its best efforts to cure reported and reproducible errors in the PRODUCTS, as quick (and efficiently) as possible.

As part of ALLITHOST ongoing Technical and Customer Support, ALLITHOST will try to continuously monitor the health of the systems and networks related to the provision of the PRODUCTS, provided ALLITHOST has the necessary access, and there are obligations to do so in place, established by any agreement between ALLITHOST and the CUSTOMER.

As such, if ALLITHOST Support identifies any issue, or upcoming issue, on any system or network, ALLITHOST can take preemptive measures, before that system or network becomes a liability to CUSTOMER or to the perfect operation of any of the PRODUCTS.

SOME PRODUCTS’ SUPPORT MAY BE SUBJECT TO DIFFERENTE STANDARDS OF CARE TO BE SET IN A SERVICE LEVEL AGREEMENT (SLA) AND CUSTOMER MAY REFER TO SUCH DOCUMENT, AS NECESSARY, IF AVAILABLE FOR THE PRODUCT IN QUESTION.

On regards of people with disabilities, ALLITHOST strives at all times to provide its PRODUCTS in a way that respects the dignity and independence of such people with disabilities.

As well, ALLITHOST is also committed to giving people with disabilities the same opportunity to access the PRODUCTS and allowing these people with disabilities to benefit from those PRODUCTS, in the same place and in a similar way as ALLITHOST other CUSTOMERS.

As such, we request our CUSTOMERS to refer to the following section in this POLICY: SUPPORT POLICY – PEOPLE WITH DISABILITIES, for a more detailed explanation on our special policies aimed at helping people with disabilities to access and use our PRODUCTS.

3.     SUPPORT POLICY – STANDARD TERMS OF USE

On order for a CUSTOMER to have access to a support service that CUSTOMER must have a current and active subscription to ALLITHOST Technical and Customer Support ticketing system.

That subscription can be obtained in the following ways:

(i)              CUSTOMER has rights to receive Technical and Customer Support as part of its use of any of the ALLITHOST PRODUCTS, and as result of a current and effective Agreement signed with ALLITHOST, and a corresponding ORDER specifying the details of that Technical and Customer Support;

(ii)             CUSTOMER has rights to receive Technical and Customer Support as result of having bought an ALLITHOST PRODUCT, and have such rights granted as part of the License gave by ALLITHOST for that CUSTOMER when he acquired such PRODUCT, or as result of a renewed effective license for that same PRODUCT;

(iii)            CUSTOMER is in the process of deploying one of ALLITHOST’s PRODUCTS and need help and/or guidance to install, activate, setup or troubleshoot any of such PRODUCT’s features, or;

(iv)            The actual PRODUCT bought by that CUSTOMER is a Technical and Customer Support outsourced service, and CUSTOMER or its END USERS are accessing such service, under the specific limits and terms set forth in the specific ORDER that defines that PRODUCT.

If ALLITHOST Technical Support personnel identifies that CUSTOMER, upon requesting Support, does not hold an actual active or effective subscription to ALLITHOST Technical and Customer Support ticketing system, ALLITHOST Technical Support personnel can handle the process in one of the three following possible ways:

(i)              Direct the CUSTOMER to our website where CUSTOMER can buy such a subscription;

(ii)             Charge the CUSTOMER for an one-time non-contract Support request, or;

(iii)            Direct the CUSTOMER to its SALES REPRESENTATIVE or ACCOUNT MANAGER with ALLITHOST, on order for the CUSTOMER to be properly guided on how to renew its license or account that actually will give the needed right to access ALLITHOST Technical and Customer Support ticketing system.

In no way ALLITHOST Technical Support personnel will handle any Support Request for a CUSTOMER, or prospective CUSTOMER, without a valid subscription to ALLITHOST Technical and Customer Support ticketing system.

That subscription to ALLITHOST Technical and Customer Support ticketing system will give the CUSTOMER;

a)     Proper credentials (Username and Password) to ALLITHOST WEB-BASED Technical and Customer Support ticketing system and Knowledge base secure website;

b)     A PIN number to be used to confirm COSTUMER identification upon accessing the aforementioned web-based Support interface and also when contacting ALLITHOST Support over the phone or by e-mail, and;

c)      Access to the administrative features of the ALLITHOST WEB-BASED Technical and Customer Support ticketing system where CUSTOMER will have the ability to enter CUSTOMER’s contact and escalation list and create other users that will be able to access the support system as needed be.

ALLITHOST utilizes the following three (3) priority levels to allow CUSTOMER to categorize reported problems:

a)     PRIORITY 1 – REGULAR REQUEST:

ALLITHOST will commence work on resolving the documented deficiency WITHIN twenty-four (24) hours of notification and will engage staff during business hours until an acceptable resolution is achieved.

b)     PRIORITY 2 – EMERGENCY REQUEST:

c)      ALLITHOST will commence work on resolving the documented deficiency WITHIN twelve (12) hours (Monday-Friday) or WITHIN twenty-four (24) hours (Saturday, Sunday, and official U.S. Federal holidays) of notification and will engage staff during business hours until an acceptable resolution is achieved.

d)     PRIORITY 3 – CRITICAL REQUEST:

ALLITHOST will commence work on resolving the documented deficiency WITHIN two (2) hours (Monday-Friday) or WITHIN six (6) hours (Saturday, Sunday, and official U.S. Federal holidays) of notification and will engage staff during business hours AND during overtime-hours, as feasible and allowed by Federal and Local labor laws and regulations, until an acceptable resolution is achieved.

Support Queue Priority will be given to CRITICAL requests over EMERGENCY requests and to EMERGENCY over REGULAR requests.

During CRITICAL requests, the amount of overtime-hours given to an issue will be limited by two (2) factors:

a)     The maximum working hours per day allowed by Federal and Local labor laws, and;

b)     The amount of overtime-hours a CUSTOMER has available for its CRITICAL issues, as set forth in an AGREEMENT, an ADDENDUM to an AGREEMENT, and, most specifically, in any kind of ORDER defining the specifics of the kind of Support given to that CUSTOMER for that given PRODUCT.

If a CUSTOMER does not have the necessary number of overtime-hours with ALLITHOST’s Support, on order for Support to handle a specific CRITICAL issue, CUSTOMER can buy, at discounted rates, extra overtime-hours as needed be.

If a CUSTOMER Support request is considered, by ALLITHOST’s Technical and Customer Support personnel, to be misclassified, as far as it priority level, ALLITHOST’s Technical and Customer Support personnel can reclassify such issue’s open-ticket and place it in the right priority level, as determined by an AGREEMENT, an ADDENDUM to an AGREEMENT, and, most specifically, by any kind of ORDER defining the specifics of the kind of Support given to a CUSTOMER for a given PRODUCT.

When a new issue is reported in a currently open ticket, the issue may be moved to a new ticket and processed separately for an additional fee, in case that such issue is not covered under the same agreement as the first one, or by any agreement at all.

If a CUSTOMER does not have a valid subscription to ALLITHOST Technical and Customer Support ticketing system that CUSTOMER technical support request may remain unanswered for more than one business day or as much as necessary for that given CUSTOMER to obtain a valid subscription to ALLITHOST Technical and Customer Support ticketing system, as needed for ALLITHOST’s Technical and Customer Support personnel to properly handle that request.

Procedures for a CUSTOMER to handle an issue to ALLITHOST Technical and Customer Support ticketing system shall be as following:

Step 1 – Upon identifying the issue, CUSTOMER shall immediately contact ALLITHOST Technical and Customer Support personnel by using its aforementioned proper credentials to identify itself and open a trouble ticket by:

a)     Accessing ALLITHOST Technical and Customer Support ticketing system over the web at:

https://support.allithost.com;

b)     Sending an e-mail to support_issues@allithost.com, OR;

c)      Contacting ALLITHOST Technical and Customer Support personnel over the phone at 1-617-963-7353 (Live answer: Monday-Friday, 8:00 am to 5:30 pm, and Saturday 9:00 am to 1:00 pm, U.S. Eastern Time, except U.S. Federal holidays. Message system: 24/7/365).

ALLITHOST Technical and Customer Support personnel will give priority to trouble tickets opened through the web interface, then to trouble tickets opened via e-mail, and finally to trouble tickets opened via phone contact, in this order.

Step 2 – Opening trouble ticket process shall be as follows:

  1. a) Through the web-based Support ticketing system:

(i) CUSTOMER’s main user, or any of its credentialed users, goes to https://support.allithost.com and enters its proper credentials;

(ii) User is taken to the trouble ticketing dashboard where User shall select open a new trouble ticket as an option;

(iii) In the report a new issue page, User selects the category of the new issue to be reported, within the available categories;

(iv) User shall describe in details the issue, attaching dump files, error codes, error descriptions and any other technical data or information available about the issue being reported;

(v) Upon pressing the “SEND” button user will be taken to a page with its new TROUBLE TICKET NUMBER, and with links to articles in ALLITHOST knowledge base, that may provide insights or solutions to issues similar to the one just entered by the user.

(vi) User, and all registered CUSTOMER’s technical and/or administrative (depending on the issue) contacts, shall also receive a confirmation e-mail, and/or SMS message (depending on the severity/priority level chosen), with the TROUBLE TICKET NUMBER and a brief description taken from the new issue description field.

  1. b) Through e-mail:

(i) CUSTOMER’s main user, or any of its credentialed users, sends an e-mail to upport_issues@allithost.com with the subject “REQUESTING NEW TROUBLE TICKET”;

(ii) In the e-mail message body, user MUST describe in details the issue, attaching (either by copy-and-paste within the message body or attaching as attached files) dump files, error codes, error descriptions and any other technical data or information available about the issue being reported;

(iii) User MUST place CUSTOMER identification PIN number IN THE FIRST LINE of message body;

(iv) A couple minutes later, User, and all registered CUSTOMER’s technical and/or administrative (depending on the issue) contacts, shall receive a confirmation e-mail, and/or SMS message (depending on the severity/priority level chosen), with the TROUBLE TICKET NUMBER and a brief description taken from the message body.

  1. c) Over the phone:

(i) CUSTOMER’s main user, or any of its credentialed users, shall call ALLITHOST Technical and Customer Support personnel over the phone at 1-617-963-7353;

(ii) Upon answer, User will be taken to the automated IVR (Interactive Voice Response) menu where User MUST state, or enter, CUSTOMER’s identification (ORDER number), CUSTOMER’s PIN number, and the priority level (from one (1), regular, to three (3), critical) of the issue being reported;

(iii) User will then be taken to a live ALLITHOST Technical and Customer Support representative (if call is made during the aforementioned regular business hours) or to the Message system (after hours, or during holidays, as aforementioned, as well);

(iv) User MUST be prepared to describe in details the issue, if possible, stating error messages, error descriptions and any other identified issues and/or behaviors;

(v) When user is done with the call or leaving a message, the ALLITHOST Technical and Customer Support representative (if in a live call), or a recorded message (if leaving a message) will give the user the TROUBLE TICKET NUMBER for that issue just reported;

(vi) A few minutes after user hangs up, User, and all registered CUSTOMER’s technical and/or administrative (depending on the issue) contacts, shall also receive a confirmation e-mail, and/or SMS message (depending on the severity/priority level chosen), with the TROUBLE TICKET NUMBER and a brief description taken from the summary of the call or message report.

Step 3 – Accordingly to the Severity/Priority of the issue pertaining to the recently opened TROUBLE TICKET, CUSTOMER will be contacted as follows:

– PRIORITY 1 TROUBLE TICKETS: User will be contacted, by phone, e-mail or messaging system, WITHIN twenty-four (24) hours, during regular business hours, with a solution, with a request for more information from ALLITHOST Technical and Customer Support staff, or by a member of ALLITHOST Technical and Customer Support staff that will walk user through the solution, explain a knowledge database given solution or try to fix the issue with the user.

– PRIORITY 2 TROUBLE TICKETS: User will be contacted, by phone, e-mail or messaging system, WITHIN twelve (12) hours (Monday-Friday) or WITHIN twenty-four (24) hours (Saturday, Sunday, and official U.S. Federal holidays), usually during regular business hours, with a solution, with a request for more information from ALLITHOST Technical and Customer Support staff, or by a member of ALLITHOST Technical and Customer Support staff that will walk user through the solution, explain a knowledge database given solution or try to fix the issue with the user.

– PRIORITY 3 TROUBLE TICKETS: User will be contacted, by phone, e-mail or messaging system, WITHIN two (2) hours (Monday-Friday) or WITHIN six (6) hours (Saturday, Sunday, and official U.S. Federal holidays), any time, as determined by CUSTOMER’s effective support agreement with ALLITHOST, with a solution, with a request for more information from ALLITHOST Technical and Customer Support staff, or by a member of ALLITHOST Technical and Customer Support staff that will walk user through the solution, explain a knowledge database given solution or try to fix the issue with the user.

The aforementioned follow-up contact will happen either through phone, e-mail or messaging system, depending on the combined factors of Severity/Priority level assigned and the own CUSTOMER’s troubleshooting contact options, defined through CUSTOMER’s profile in the ALLITHOST Technical and Customer Support ticketing system, or through the ORDER that set forth the specifics of that given PRODUCT.

In the event an opened TROUBLE TICKET is not properly answered within the given time frame that TROUBLE TICKET will be automatically ESCALATED to the next level of Escalation, accordingly to ALLITHOST Contact and Escalation list set forth in that PRODUCT specific ORDER.

Step 4 – As needed, opened TROUBLE TICKETS that cannot be resolved in the first call, will be followed up, again based on the combined factors of Severity/Priority level assigned and the own CUSTOMER’s troubleshooting contact options, defined through CUSTOMER’s profile in the ALLITHOST Technical and Customer Support ticketing system, or through the ORDER that set forth the specifics of that given PRODUCT.

CUSTOMER may need to provide to ALLITHOST more data that, relevant for resolving an OPENED TROUBLE TICKET.

Such relevant data may include, but is not limited to, log files, database dumps, program scripts, descriptions of the hardware and software environment, examples of inputs, and expected and actual outputs, error messages, extended ping reports, traceroute reports, memory dumps, error descriptions, and so on.

User must be prepared to engage in trial and error investigative techniques, as, even if the cause of an issue can be quickly deduced, ALLITHOST may still need to take CUSTOMER along through more systematic processes on order to find the real and definitive cause.

User must have available all PRODUCT related manuals and documentation, for consultation, also, near the phone, when on a troubleshooting call, as an  ALLITHOST Technical and Customer Support Representative may need to refer to a page in a manual or to any other documentation, to proper help user to fix an issue.

If an OPEN TROUBLE TICKET cannot be resolved in a lower ESCALATION LEVEL, it will be escalated to a higher SUPPORT ESCALATION LEVEL upon the staff at the lower level eliminating all possibilities at possible reach.

The user that entered the ticket or any other of the CUSTOMER’s credentialed users, assigned to handle that given OPEN TROUBLE TICKET, through the ALLITHOST Technical and Customer Support ticketing system trouble ticketing interface, can monitor the ticket status and add new information, at any time, through opening that specific TROUBLE TICKET thread in the OPENED TROUBLE TICKETS tab of the ALLITHOST Technical and Customer Support ticketing system trouble ticketing interface.

Every time a TROUBLE TICKET STATUS changes or new information is entered, all users in that specific CONTACT AND ESCALATION LIST, from both the CUSTOMER and ALLITHOST, receive a notification.

Step 5 – After the CUSTOMER has confirmed that the problem is solved, the TROUBLE TICKET may be closed by any ALLITHOST’s support engineer or by the CUSTOMER, or any of its credentialed users.

If no feedback is sent by the CUSTOMER on a given solution, for quite a long time (usually, fourty-eight (48) hours), the TROUBLE TICKET will be set to the “PRE-CLOSED” status.

If the CUSTOMER does not respond with new feedback to a PRE-CLOSED TROUBLE TICKET within two (2) days, then that ticket will be AUTOMATICALLY CLOSED.

A CLOSED TICKET receives a RESOLVED STATUS, and the final report, describing the issue and the solutions is moved to the KNOWLEDGE DATABASE, after being properly anonymized.

After a TICKET is moved to the CLOSED/RESOLVED STATUS, CUSTOMERS will have seven (7) days to properly monitor and test the solution, and to reopen the same ticket, free of charge, if some revision in the exact same issue is deemed as needed.

In the event an opened TROUBLE TICKET is not properly answered within the given time frame that TROUBLE TICKET will be automatically ESCALATED to the next level of Escalation, accordingly to ALLITHOST Contact and Escalation list set forth in that PRODUCT specific ORDER.

CUSTOMER shall not attempt to correct, by itself, any errors in the PRODUCTS or do anything to alter or modify any programming code, configuration file, script, or anything related to the PRODUCTS functioning, without proper orientation from ALLITHOST.

CUSTOMER shall promptly report any errors in the operation of the PRODUCTS to the ALLITHOST and shall not take any actions that would increase the severity of the error or issue.

In the event that the CUSTOMER violates any of the requirements of this Section, ALLITHOST shall have no responsibility to provide support services, these requirements being express preconditions to the availability of ALLITHOST support services hereunder.

AS SUCH, ALLITHOST SHALL NOT HAVE ANY OBLIGATION TO CORRECT ERRORS IN THE OPERATION OF THE PRODUCTS IF THE PROGRAMMING CODE, CONFIGURATION FILES, SCRIPTS, OR ANY OTHER OPERATIONAL COMMANDS, HAVE BEEN MODIFIED BY CUSTOMER OR BY ANY OTHER PARTY.

Also, on order to maintain the availability and the pre-established conditions for any support services that ALLITHOST shall provide to the CUSTOMER, CUSTOMER shall use the SYSTEMS and SERVICES only for their intended purpose and only in the manner intended, accordingly to express ALLITHOST orientation.

All support services shall, initially, be provided by ALLITHOST from ALLITHOST’s facilities, or through remote electronic access to the PRODUCTS allocated CUSTOMER’s, unless the ALLITHOST determines, in its sole and absolute discretion, that it is necessary to perform such services at the CUSTOMER’s facilities, or there is a previous and effective agreement that establishes that those specific support services shall be provided in the CUSTOMER’s facilities, or if the support services to be provided at the CUSTOMER’s facilities are the own PRODUCT being provided by ALLITHOST to CUSTOMER.

In any case, SUPPORT FEES AND PROCEDURES for every specific PRODUCTS, to be provided by ALLITHOST to the CUSTOMER, will be defined, in deeper details, in the ORDER, or ORDERS, which specify the characteristics of each PRODUCT being delivered, so such ORDER, or ORDERS, may supersede any provision set forth in this POLICY, in an ADDENDUM, in the AGREEMENT, in any other ORDER, or in any other document or agreement, either in writing or oral, between the parties, on regards of mutual and specific rights and obligations related to SUPPORT to any PRODUCTS.

4.     SUPPORT POLICY – PEOPLE WITH DISABILITIES

ALLITHOST is committed to excellence in serving all CUSTOMERS including people with disabilities and will carry out functions and responsibilities in the following areas:

a)     Communication:

ALLITHOST will communicate with people with disabilities in ways that take into account their disability.

ALLITHOST will train staff who communicate with CUSTOMERS on how to interact and communicate with people with various types of disabilities.

b)     Telephone services:

ALLITHOST is committed to providing fully accessible telephone service to CUSTOMERS.

ALLITHOST will train staff to communicate with CUSTOMERS over the telephone in clear and plain language and to speak clearly and slowly.

c)      Assistive devices:

ALLITHOST offers plenty of other venues for CUSTOMERS to communicate with ALLITHOST staff, such as e-mail and instant messaging, if telephone communication is not suitable to CUSTOMERS’ communication needs or is not available.

ALLITHOST is committed to serving people with disabilities who use assistive devices to obtain, use or benefit from ALLITHOST PRODUCTS.

ALLITHOST will ensure that ALLITHOST staff is trained and familiar with various assistive devices that may be used by customers with disabilities while accessing ALLITHOST PRODUCTS.

ALLITHOST will provide customers with notice in the event of a planned or unexpected disruption in the facilities or services usually used by people with disabilities.

Such notice will include information about the reason for the disruption, its anticipated duration, and a description of alternative facilities or services, if available.

5.     SUPPORT POLICY – CONTACTS AND SCHEDULES

As part of the CUSTOMER ordering process on regards of ALLITHOST PRODUCTS, CUSTOMER and ALLITHOST will designate, at least, two (2) contact persons, on escalation order, who will be primarily responsible for coordinating and overseeing each party’s activities on regards of Technical, Customer, and Administrative Support to be given to each specific PRODUCT, and also work as primary contacts between the CUSTOMER and ALLITHOST for each level of contact escalation.

The contact persons indicated by both parties to the FIRST LEVEL OF ESCALATION shall be responsible for the technical specifics and hands-on operational delivery of the PRODUCTS, along with handling primary technical issues as they arise.

The contact persons indicated by both parties to the SECOND LEVEL OF ESCALATION shall be responsible for handling more complex technical issues, as escalated to them by the FIRST LEVEL OF ESCALATION contact persons, and may also act as a primary commercial contact, and technical liaison with each other party for purposes of administering the PRODUCT

The contact persons indicated by both parties to the SECOND LEVEL OF ESCALATION shall be responsible for handling very complex technical issues, issues involving critical disruption on the PRODUCTS, and issues regarding account, payments, and other administrative issues, working also as main administrative point of contact, for handling any issues regarding the PRODUCTS, besides the technical and commercial related.

ALLITHOST Technical and Customer Support schedules are:

-        Monday-Friday, 8:00 am to 5:30 pm, and Saturday 9:00 am to 1:00 pm, U.S. Eastern Time, except U.S. Federal holidays, for live contact.

-        24/7/365 through automated message system response.

ALLITHOST Technical and Customer Support can be contacted:

a)     Through ALLITHOST Technical and Customer Support ticketing system over the web at:

https://support.allithost.com;

b)     Via e-mail sent to support_issues@allithost.com, OR;

c)      Over the phone at 1-617-963-7353.

6.     SUPPORT POLICY – FEES AND CHARGES

CUSTOMER shall compensate ALLITHOST for providing support services by paying the rates determined by ALLITHOST for such service and available online at:

https://www.allithost.com/documents/pricelist.

A newer price list posted online at https://www.allithost.com/documents/pricelist supersedes any previous existent price list both in writing and/or electronic format, and any updated prices and fees shall on that newer price list shall be effective in the next month, or billing cycle, after it was published online.

CUSTOMER shall be responsible for paying or reimbursing ALLITHOST for all costs and expenses reasonably incurred by the ALLITHOST resulting from the provision of the support services.

All compensation for support services shall be paid within the grace period following the receipt of the invoice therefore, as set forth in the AGREEMENT signed between ALLITHOST and the CUSTOMER.

As needed be, ALLITHOST may require the CUSTOMER to pay any estimated amount for support services in advance of performing any support services hereunder.

In the event that the CUSTOMER fails to make any payment accordingly to the payment procedures set forth in the AGREEMENT, or if the CUSTOMER fails to pay any amount required by the ALLITHOST in advance, ALLITHOST shall not have any obligation to perform support services.

If a CUSTOMER, or prospective CUSTOMER, needs an estimate of charges to support request, CUSTOMER may contact its SALES REPRESENTATIVE, ACCOUNT MANAGER, call 1-617-963-7353, or send an e-mail to support@allithost.com stating in the subject “QUOTE REQUEST FOR SUPPORT SERVICES”.

ALLITHOST will analyze such CUSTOMER request and provide CUSTOMER with a preliminary quote for that given support request.

ALLITHOST support team will not start working on the presented issue, object of that quote, until CUSTOMER agrees with the quote and it becomes an ORDER.

7.     SUPPORT POLICY – REVISIONS AND UPDATES

All maintenance and support services will be delivered accordingly with this ALLITHOST’s SUPPORT POLICY, available online at:

https://www.allithost.com/support/cloud.

ALLITHOST may review this SUPPORT POLICY at any time, without notice.

A newer SUPPORT POLICY posted online at https://www.allithost.com/support/cloud supersedes IMMEDIATELY any previous existent POLICY both in writing and/or electronic format.

8.     SUPPORT POLICY – QUESTIONS AND COMPLAINTS

Any questions or concerns regarding the enforcement of the principles, procedures and provisions set forth on this SUPPORT POLICY, should be directed to our ALLITHOST’s Technical and Customer Support department, by e-mail sent to support@allithost.com.

ALLITHOST will investigate and attempt to answer all the questions, and to resolve amicably any complaints and disputes regarding this SUPPORT POLICY.

For complaints that cannot be amicably resolved between ALLITHOST and the complainant, ALLITHOST and the complainant shall search dispute resolution procedures through Arbitration.

The arbitration shall be conducted in the city of Miami, Florida.

The arbitration shall proceed in accordance with the commercial arbitration rules of the American Arbitration Association (“AAA”) in effect at the time the claim or dispute arose.

The arbitration shall be conducted by one (1) arbitrator, dully credentialed and authorized by AAA, or a comparable arbitration service, which shall be selected pursuant to the applicable rules of the AAA.

The arbitrator shall issue a reasonable award, with findings of fact and conclusions of law.

The judgment on the award rendered by the arbitrator may be enforced in any court having jurisdiction thereof.