While Remarkable Health (the “Company”) attempts to respond to all issues in a timely manner, issues that impact our customers’ production environments (i.e. Level 1, Level 2) take priority. “Production” is defined as an instance of Remarkable Health’s Service actively used by the customer’s Users; it does not include testing systems or production staging systems or environments.The Support Policy is governed by and incorporated by reference into the Remarkable Health Subscription Agreement between Remarkable Health and Customer (the “Agreement”). In the case of a conflict between this document and the terms set forth in the main body of the Agreement, the terms in the main body of the Agreement shall control.
Basic Supportincludes: consultations, technical support, assistance and advice concerning an Issue. Basic Support is performed during the hours of 7 am to 6 pm (AZ Time) Monday through Friday, excluding Remarkable Health company holidays. Issues that occur outside of Basic Support hours of operations will be handled though our after-hours on-call support service. The Customer’s fees must be current for all products and services to receive Basic Support.
Definitions. All capitalized terms not defined below shall have the meaning in the Agreement.
Issue(s) means any verifiable and reproducible failure of the Service to materially conform to the specifications in the Documentation (“Specifications”).
Workaround means a solution to an Issue that Remarkable Health has implemented, or enabled the Customer to implement and that allows the Service to regain functionality so as to provide material software functions under the Specifications.
Initial Response Time means contact back to the customer by Remarkable Health customer support and or Remarkable Health staff.
Issue Correction means either a modification or addition to or deletion from the Remarkable Health Service that materially conforms the Service to Remarkable Health’s published Specifications, or a procedure or routine that, when observed in the regular operation of the Service, eliminates that material adverse effect on Customer of such Issue.
- Priority 1 Issue – All users unable to log in to the Service, access client records or enter data. A work stoppage is present without a Workaround. Issue resulting in a system-down impact to the agency.
- Priority 2 Issue – Cash-flow impacted with users unable to produce or transmit claims, post payments or critical loss of functionality with an inconvenient or non-existent workaround. Issue resulting in critical impact to the agency.
- Priority 3 Issue – A function or sub-system of the Service is inoperable or having performance issues. The issue is impeding standard workflow with a Workaround that is inefficient. Issue is causing a significant impact to the agency.
- Priority 4 Issue– Minor cosmetic or functionality issues resulting in limited disruption with a Workaround. Issue not meeting cash-flow or critical impact status. Issue causing minimal impact to the agency.
- Priority 5Issue– General questions and requests for information and or training. Change requests or requests for additional functionality not currently in the product.
Response to Priority 1 & 2 Issues – Remarkable Health will endeavor to provide a 2 hour Initial Response Time on any Priority 1 & 2 Issues. Remarkable Health support agents shall contact Customer to verify such Issues and begin a resolution process. Upon Remarkable Health’s verification of such Issue, Remarkable Health will use commercially reasonable efforts to provide a Workaround or Issue Correction within a commercially reasonable time period, and will use such efforts to provide an Issue Correction for such Issue as promptly as practicable.For after-hours priority 1 issues, Remarkable Health will work to ensure a 1 hour response time. Any calls reported to the on-call support service that are not related to Priority 1 Issues will be redirected to the following business day during Basic Support service hours.
Response to Priority 3 & 4 Issues – Remarkable Health will endeavor to provide a 24 hour Initial Response Time on any priority 3 & 4 issues. Remarkable Health support agents shall contact Customer to verify such Issues and begin a resolution process. Upon Remarkable Health’s verification of such Issue, Remarkable Health will use commercially reasonable efforts to provide a Workaround or Issue resolution with in a commercially reasonable time period, and will use such efforts to provide an Issue Correction for such Issue as promptly as practicable.
Response to Priority 5 Issues – Remarkable Health support agents shall contact Customer to provide assist and consultation with general questions. Any requests for changes or additional functionality will be referred to our product and engineering team. Any and all change requests will be vetted through the standard release process and will be eligible for consideration and rejection by Remarkable Health.
Remarkable Health has no obligation to provide any support to Customer: (i) for any software, hardware or other element of the Customer environment not provided by Remarkable Health, (ii) if Customer or a third party has altered or modified any portion of the Service, (iii) if Customer has not used the Service in accordance with Documentation or instructions provided by Remarkable Health, including failure to follow implementation procedures, or (iv) if Customer has failed to replace earlier versions of the Service with Updates made available to Customer.