Crowd Analyzer shall provide the following “Maintenance Services” for the Subscription Services:

1.1. Telephone / Email:

Crowd Analyzer will provide telephone or email support for problem determination and resolution during for problems arising either during software development or production deployments involving Subscription Services. Crowd Analyzer may require Customer to provide a written assistance request to properly document the problem.
Support Email Address: support@crowdanalyzer.com

 1.2. Updates and Upgrades:

Crowd Analyzer will, from time to time, make available to Customer corrections and minor modifications to existing features of the Subscription Services (“Updates”) and improvements that provide additional functionality to the Subscription Services (“Upgrades”) at no additional cost to Customer. Nothing here shall require Crowd Analyzer to make Upgrades or to make Updates except as provided herein. Update and Upgrades will be treated as Subscription Services and subject to the same restrictions, terms and conditions contained in the subscription agreement.

1.3. Error Correction:

Crowd Analyzer will undertake reasonable endeavors to correct reproducible or proven errors in the Subscription Services (excluding custom configurations such as custom reports or application extensions) as provided by Crowd Analyzer (and not including any software written or modified by Customer) according to the following schedule (for the purposes hereof an “error” means a failure of the Subscription Services to perform substantially).

Acknowledgment: consists of an acknowledgment to the Customer, either in email or by phone as to the receipt of the problem as reported and a confirmation of the problem severity. Crowd Analyzer will begin the process of problem determination and resolution at this point.

Status Updates: consist of regular communications, via email or phone as to the status of the problem determination and resolution.

Resolution: consists of providing, as appropriate, one of the following to Customer: an existing correction; a new correction; a viable detour or workaround; or a plan on how the problem will be corrected.

Closure: consists of providing, as necessary, a final correction or workaround of the defect including Updates of the Subscription Services and revised or new Documentation.

Severity Classification: Customer shall when reporting an error qualify and classify the error in its good faith, reasonable judgment. If Crowd Analyzer reasonably determines, in good faith, that a previously reported and in progress issue’s severity needs to be re-classified or escalated, Crowd Analyzer shall Reports! be entitled to do so upon providing notice to Customer of same. If any classification or re-classification is not agreed, the Parties will attempt to resolve in good faith any dispute regarding the applicable classification.