1. OVERVIEW
The DataLexing v.02 Customer Support Services provides technical assistance for the Product, access to the Documentation and update/upgrade releases for the Product. Unless otherwise noted in the Order Form, DataLexing v.02 shall provide Customer Core Support Services (as defined below) during Customer’s Subscription Term. Other Support plans is available at an additional fee, and if ordered, will be reflected in an Order Form.
2. SUPPORT TERMS
2.1. Technical Assistance DataLexing’s Customer Support staff shall provide technical assistance to support the administration of the Product to the Customer’s Authorized Contacts in accordance with the terms of the applicable Support Services Plan Level described below. Customer agrees that only Authorized Contacts will contact DataLexing for technical support and that Customer, and not DataLexing, shall be responsible for providing front-line support to Customer’s Users.
2.2. Support Availability DataLexing Customer Support staff are available to provide portal support to an User in accordance with the terms of the applicable Support Services Plan Level described below. “Business Hours” is defined as between 9 am and 5 pm Arabia Standard Time (Riyadh, KSA), and “Business Days” is defined as Sunday through Thursday excluding Saudi Arabia local holidays. Eligibility for support requires an active DataLexing v.02 User license and will only be provided to an Authorized Contact.
2.3. User A User is an individual who has either of the following: (i) completed training (including implementation training), or (ii) certified partner status including implementation training.
2.4. Language of Support
Unless specific arrangements are made in writing in advance, all Customer Support will be provided in English or Arabic Languages.
2.5. Scope of Support DataLexing is not obligated to provide Customer Support if: (a) the Product has not been used in a manner consistent with the Documentation; (b) the Product is installed on a non-DataLexing system and doesn’t meet DataLexing v.02 specifications; (c) the Product has been altered or modified by any party other than DataLexing; (d) Customer has not installed an upgrade, update or patch that DataLexing has recommended and made available; or (e) DataLexing is not able, after commercially reasonable efforts, to replicate an error or problem in the Product within the DataLexing Support laboratory environment. DataLexing does not provide support for third-party software or hardware.
3. ISSUE REPORTING
3.1. Issue Severity Definitions:
L1 - Critical: Complete loss of application functionality causing a critical impact on business operations.
L2 - Urgent: The Product is operative but degraded causing a significant impact on business operation.
L3 - Tolerable: The Product is usable, non-critical functionality or components are affected; most operations are unaffected.
L4 - Question: Includes general questions, requests for documentation, or other non-critical system related issues. Operations are not affected.
3.2. Reclassification. DataLexing may reclassify the priority level upward or downward and modify the order, classifications and method of responding to and/or addressing such issues, if any, at any time.
3.3. Priority Response Time. DataLexing will use commercially reasonable efforts to respond within the Response Time set forth below in accordance with: (a) the specific priority level assigned by DataLexing, and (b) the Support Services Plan specified below. DataLexing’s response consists of either: (a) DataLexing remediation of the support issue, or (b) confirmation that DataLexing has received the support issue reported and indication of active remediation efforts.
4. SUPPORT PLANS
On-Premise Support |
|
Support Item | Enterprise |
Support Cases per year | Purchased Separately |
Account Manager | ✅ |
Knowledge Base | ✅ |
Portal Support | ✅ |
Email Support | ✅ |
Chat Support | ✅ |
Phone Support | ✅ |
Response Time |
|
L1 | 8 business hours |
L2 | 12 business hours |
L3 | 24 business hours |
L4 | 48 business hours |
5.1. PRODUCT UPDATES
1.1. New Releases. During the Subscription Term, DataLexing will notify Customer of new Product releases if and when they are made available. Product releases include Product version updates, feature releases, and patches.
For DataLexing Hosted Deployments, DataLexing will perform upgrade releases during designated upgrade windows.
For Customer Hosted Deployments (On-Premise), DataLexing will notify Customer via email of new releases available for deployment time. Customer may also contact DataLexing Customer Support directly during designated support hours for updates on new releases.
Product updates do not include products or features sold separately or new products and features that DataLexing may develop and release for additional fees. Customer may add such new functionality and/or features to the Product that it subscribes to upon payment of the additional fees. Customer agrees that its Subscription is not contingent upon the delivery of any future functionality or features nor is it dependent upon any oral or written public comments made by DataLexing with respect to future functionality or features.
1.2. End of Life Policy. DataLexing provides active support to the most recent minor release, the previous two minor releases and the most recent Extended Support Release. Beyond these releases, we consider versions End-of-Life (EOL) as designated by the Officially Supported Releases
6. Support Scope
6.1. The DataLexing Customer Support Services is Limited to support the DataLexing App only.
6.2. The DataLexing support personal shall not interact with any system other than DataLexing App.
6.3. All data wrangling activities on the Customer Data Stores are the responsibilities of the Customer.
6.4. Resident engineer shall not interact with any system owned by the Customer and only responsible to support the DataLexing App.
6.5. In case of the Customer wants to replace the Resident Engineer, after written approval between DataLexing and the Customer, DataLexing shall replace the Resident Engineer within sixty (60) Days after the written agreement.
6.6. The Resident Engineer should only get support requests via the official support channels to log all of the support activities and enable DataLexing to audit the Resident Engineer and measure the support performance.
6.7. As part of the On-Site Engineer services option, your Resident Engineer is dedicated full time to administrate your DataLexing Application. Your Resident Engineer works at your designated location during regularly scheduled business hours, Sunday through Thursday.
6.8. DataLexing’s technical support center will provide remote back-up coverage for L1 and L2 Issue Severity levels of customer support when your Resident Engineer is unavailable due to official holidays and official leaves according to the Saudi Labor Law.