Vates Support Policy
Documenti legali
This Vates VMS Support Policy (the "Support Policy") describes the operational conditions applicable to Support Services supplied under the Vates VMS Subscription Terms (the "Terms") and is incorporated by reference into them. Capitalised terms not defined in this Support Policy have the meanings given in the Terms.
1. Severity classification
1.1 Severity definitions
| Severity | Definition |
|---|---|
| S1 — Critical | A confirmed Incident causing a complete interruption of a production service—Customer’s overall environment, a Pool, a Host or a VM—supporting critical business operations, with no reasonable workaround available; or creating a substantial risk of irreversible loss or corruption of production data. |
| S2 — High | A confirmed Incident causing a material degradation of a production service without complete interruption, or for which a reasonable workaround is not promptly available. |
| S3 — Medium | A confirmed Incident with limited impact on production, or affecting a non-critical or non-production workload, for which a workaround is available or reasonably practicable. |
| S4 — Low | A non-urgent request that does not materially affect production operations. |
The number of affected systems does not determine severity by itself. In particular, a single VM may qualify as S1 if the S1 criteria are met.
1.2 Review and reclassification
Customer may request, or Vates may make, a further review of the severity if circumstances materially change.
The severity reasonably determined by Vates applies to Support targets. A request for review or escalation does not automatically change the severity.
2. Coverage and target Initial Response times
2.1 Standard plan coverage
Unless an Order states otherwise, the standard plans provide the following coverage:
| Plan | Support availability | Ticket allowance |
|---|---|---|
| Essential | Business Hours | Six (6) tickets per annual Subscription Term |
| Essential+ | Business Hours | Unlimited |
| Pro | Business Hours | Unlimited |
| Enterprise | 24 hours a day, 7 days a week | Unlimited |
The Essential ticket allowance is measured for each consecutive twelve-month period of the Subscription Term, unless the Order states otherwise.
2.2 Target Initial Response grid
The following target Initial Response times apply:
| Severity | Essential | Essential+ | Pro | Enterprise |
|---|---|---|---|---|
| S1 — Critical | 24 hours measured during Business Hours | 24 hours measured during Business Hours | 24 hours measured during Business Hours | 1 elapsed hour, 24/7 |
| S2/S3/S4 | Best effort | Best effort | Best effort | Best effort |
Targets begin when a sufficiently detailed ticket is received through the Support System. For plans limited to Business Hours, time outside Business Hours is not counted. For Enterprise S1 tickets, the target runs continuously. A target is paused while Vates reasonably awaits information, access, action, confirmation, a required update or another dependency from Customer or a third party under Customer’s control.
For the interpretation of this section,
"Business Day" means a day other than Saturday, Sunday or a public holiday for the Vates entity.
"Business Hours" means 09:00 to 17:00 Paris time on a Business Day, unless the applicable Order states otherwise.
"Initial Response" means a substantive acknowledgment by Vates that a ticket has been taken into account and that initial review or triage has begun. An automated acknowledgment of receipt is not an Initial Response.
3. Opening and handling a ticket
Customer must provide, to the extent reasonably available:
- a clear description of the Incident and its business and technical impact;
- the affected product, VMS component, Pool, Host or VM;
- relevant error messages, screenshots, logs, timestamps and steps already taken;
- the applicable version, configuration and recent changes; and
- a proposed initial severity under Section 1.
Vates may request additional information, diagnostic actions or access that is reasonably necessary to investigate the Incident.
4. Access to Support and Support Contacts
4.1 Support System
Messages exchanged within an existing ticket, including related emails recorded in the Support System, form part of that ticket.
Vates may replace or modify the Support System or its technical access method, provided that Customer continues to have a reasonable means of submitting and following Support tickets.
4.2 Support Contacts
"Support Contact" means an individual designated by Customer and authorized to open and manage technical Support tickets for Customer.
Customer must designate its Support Contacts and keep their contact information and permissions current. Customer is responsible for its Support Contacts’ use of the Support System and for protecting their credentials.
Vates may rely on technical information, instructions and access authorizations given by a Support Contact in connection with a ticket. A Support Contact is not, solely in that capacity, authorized to enter into an Order, amend the Terms or make another commercial commitment on behalf of Customer.
5. Escalation and closure
Customer may request a technical review or escalation through the relevant ticket. Vates determines the appropriate internal resources and escalation path having regard to severity, technical circumstances and available expertise.
Vates may close a ticket when the request has been resolved, a reasonable answer or available workaround has been provided, the matter is outside scope, Customer confirms closure, or Customer does not provide a reasonably requested dependency after appropriate follow-up. Customer may submit a new ticket if the Incident later recurs or material new information becomes available.
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