Support Policy Page

Support Policy

Last updated: March 31, 2023

Unless otherwise stated, these policies apply to maintenance and support for Ebsretail. For purposes of this document, Ebsretail refers to Ebsretail.com and directly related ecommerce websites.

“Customer” refers to the entity that has ordered maintenance and support from Ebsretail.

To receive maintenance or support services from Ebsretail as described in the Support Level descriptions below, Customer must: agree to the terms and conditions of sale on ebsretail.com or related ecommerce sites before purchasing a product or service from Ebsretail.com.

Ebsretail may use subcontractors in the performance of certain support tasks and locations. Ebsretail uses a “follow the sun” global delivery model whereby maintenance and support, as described in this document, may be performed in any of our centers to leverage the skills and talents of individuals throughout the world.  Any Customer required restrictions to this delivery model are considered non-standard by Ebsretail and may result in additional charges and/or changes to the maintenance and support policies described in this document.  Any changes to the delivery of maintenance and support due to customer restrictions on Ebsretail’s global delivery model must be agreed to in writing.

“Ebsretail Support” is Ebsretail’s web-based 24x7 support and service portal formerly known as Ebsretail at Your Service.”  Ebsretail Support provides valuable support service information, such as user documentation, the ability to download software and patches, 24 x 7 logging and tracking of cases, and links to best practice documents.  Ebsretail Support also provides links to the other Ebsretail service portals such as Ebsretail Operations Management (TOM) and IntelliCloud Management Console (IMC).  Registration and login at https://www.ebsretail.com.

Ebsretail Product Support Policies are subject to change without notice at Ebsretail’s discretion.  Ebsretail’s policy changes will not result in a material reduction to the level of the services provided to Customer for supported products during the contracted support period (defined on a service order) for which fees for such support have been paid.

PREMIER SUPPORT
Ebsretail offers maintenance and support for its products under the Premier Support umbrella of services.  Each Premier Support offer is specific to the type of product (equipment and software) that is being maintained and supported.  Certain support may not be available for all products.

Ebsretail will provide a support card upon start of support that includes details of how to contact Ebsretail, certain support processes and basic customer responsibilities for obtaining support.  The support card may be modified at any time.

Additionally, Ebsretail includes a service within Premier Support that detects and automatically addresses certain low-risk situations without human intervention (e.g., system disk space management; free unused memory; ensuring system time settings are synchronized). If Customer opts out of this service, these activities become the Customer’s responsibility.  However, Ebsretail notification will be provided to inform Customer of critical issues in which Customer needs to address. Note: Site must be connected to be eligible for Ebsretail notifications.

Coverage Hours and Response Times
Premier Support Hours of Coverage and Response Time Options
24x7 24 hours a day, 7 days per week, for Severity 1 cases;

Remote And On-Site Support Coverage
9 standard business hours, 5 business days per week, (Customer’s local time) excluding locally observed holidays for Severity 2, 3, and 4 cases
Remote Response: 2 hours for Severity 1 and 2 cases; Next business day for Severity 3 and 4 cases
On-Site Response: 4 hours for Severity 1 and 2 cases; Next business day for Severity 3 and 4 cases
Next Business Day for Severity 3 and 4 cases
On-Site Response: Next Business Day for all Severity cases

24x7 Priority 7 days per week, 24 hours a day for all Severity 1 and 2 cases;
7 days per week, 24 hours a day for Severity 3 Equipment cases;

9 standard business hours, 5 business days per week, (Customer’s local time), excluding locally observed holidays for Severity 3 Software and all Severity 4 cases
Remote Response: 30 minutes for all Severity 1 and 2 cases; 30 minutes for Severity 3 Equipment cases; 2 hours for Severity 3 Software cases; Next business day for all Severity 4 cases
On-Site Response: 2 hours for all Severity 1 cases; 4 hours for all Severity 2; Next business day for all Severity 3 and 4 cases

Premier Software Only Support
Only problems originating from Ebsretail software are installed on Ebsretail or appropriate third-party Hadoop vendor-certified Equipment are covered under Premier Software Only Support.  Problems originating from any equipment or coordination of vendors due to equipment failures are specifically excluded. All Premier Software Only Support is “Remote Support.” Support will be provided in English only for Ebsretail Virtual Machine Edition (TVME) or Ebsretail on VMWare products unless Customer has purchased Ebsretail Essential. If Customer has purchased Ebsretail Essential, then Support will be provided in Customer’s local language.

A “problem” is defined as failure of a product (hardware or software) to conform to its then current, customer level documentation. Generally, a problem refers to a product not operating within its designed specifications.  A “case” is a request for service.  Each case must have a severity assigned to it.

Case Severities:
Severity 1:  Mission critical system is down, corrupted, or so severely degraded that it is unusable and requires immediate attention to return system to service.
Severity 2:  System is up and operational, but problem has a severe, on-going daily impact to business which requires immediate engagement and urgent resolution efforts.
Severity 3:  Problem has a medium impact to business; resolution efforts can occur over the next several days.
Severity 4:  Problem has low impact to operations; near term resolution is not required; additional research, information, or clarification on documentation is needed to address a question.
Severity 5:  Problem resolution is deferred or to be planned mutually by Ebsretail and customer.

When a case is designated Severity 1 or 2, Customer understands it will be necessary to provide Ebsretail with immediate, secure remote access to the affected product.  Customer acknowledges that if access is delayed or not provided as requested by Ebsretail, problem resolution efforts will be impaired and may delay resolution of the problem.

Customers with Internet access agree to report all Severity 3 and 4 cases through Ebsretail Support. Customer further agrees that support requests classified as a “question” will be only be assigned a Severity 4.  Customer will receive an electronic confirmation of all cases created via Ebsretail Support.  Ebsretail will activate its Auto Case Create diagnostic tool to create cases based on certain alerts and thresholds.

REQUESTING SERVICE
Ebsretail will provide Customer with User access to Ebsretail’s service portal, Ebsretail Support and where applicable, telephone information, for requesting support if Customer is experiencing a problem with supported products and will activate its Automatic Case Creation Diagnostic Tool.  Customer may report problems and request support 24 hours a day, 7 days per week, however, Ebsretail will provide support during the Hours of Coverage specified on the Order.  

COVERAGE HOURS
Hours of coverage must be the same for all equipment and software products.  The hours of coverage refer to the local time where Customer system is located except as noted in the Hours of Coverage and Response Time tables above. If service cannot be completed within the hours of coverage on the day that the service is requested, service will resume during the next occurring hours of coverage period.

If Customer is not directly connected to a Ebsretail service representative one will call Customer back within the response time Customer is entitled to. When Customer reports a case through the support portal, a service representative will respond to the inquiry and manage it to resolution. Remote response time is measured during Customer contracted hours of remote coverage by the interval Customer’s initial contact (via electronic receipt of case or phone call) to Ebsretail and the first contact (via electronic receipt or phone call) with a Ebsretail representative. On-site response time is measured during Customer contracted hours of on-site coverage as the interval between the dispatch of the service representative by the Ebsretail Service Center and his/her arrival at Customer site.  Dispatch of a service representative is at Ebsretail’s discretion.