Support Policy
Last Updated: December 1, 2021
Overview
This Support Policy describes the technical support that Venmark Capital Solutions, Inc. (“Venmark”) makes available under an Order for Subscription Services that expressly incorporates this policy by reference. This policy is subject to and governed by the Terms of Service (“TOS”) available at https://www.financialhealthIQ.com/terms-of-service/. Capitalized terms used but not defined in this policy have the meaning ascribed to them in the TOS.
Scope of Support
During the Subscription term under a corresponding Order, Subscriber may contact Venmark with questions and troubleshooting related to use and operation of the Subscription Services, as well as for remote diagnosis and priority resolution of any problems encountered using the Subscription Services.
Contacting Technical Support
Support queries may be submitted by email at support@financialhealthiq.com. Subscriber must appoint at least one (1) and no more than three (3) individuals competent in use of the Subscription Services to place technical support queries.
Standard Support Hours
Venmark’s standard support hours are Monday through Friday from 8:00 a.m. to 6:00 p.m. U.S. Central Time, excluding observed holidays.
Classification of Issues
When contacting Venmark for technical support, Subscriber should assign an initial severity based on the severity level classifications below, and should provide a detailed description of the issue or support request. The initial assignment of severity may be raised or lowered by Venmark, in its reasonable discretion, based on the information provided by Subscriber and/or subsequent diagnosis or remediation efforts, including the availability of a work-around pending final resolution.
Level | Description |
|---|---|
1 | A problem with the Subscription Services which renders the
1 Subscription Services inoperative or causes a significant and
ongoing interruption to Subscriber’s business activities. |
2 | A problem with the Subscription Services which degrades or
2 disrupts operation, but does not cause a significant and ongoing
interruption to Subscriber’s business activities. |
3 | A problem with the Subscription Services which has only a
3 minor impact on Subscriber’s business activities, or for which an
acceptable work-around is readily available. |
4 | General questions, suggestions, and feedback pertaining to use and operation of the Subscription Services. |
Initial Response; Status Updates; Target Resolution
Venmark provides an initial response and ongoing status updates for support requests within the target timeframes listed below. All timeframes are during Venmark’s standard support hours listed above and subject to Subscriber providing all information and assistance reasonably requested in connection with the support request.
Level | Initial Response | Status Updates |
|---|---|---|
1 | Two business hours | As mutually agreed or upon request |
2 | Four business hours | As mutually agreed or upon request |
3 | One business day | As mutually agreed or upon request |
4 | Two business days | As mutually agreed or upon request |
Escalation
Venmark escalates support requests through its technical support channels as necessary to diagnose and resolve support issues. In the event any support issue is not resolved to Subscriber’s reasonable satisfaction, upon Subscriber’s request, Venmark will arrange for and participate in an executive-level phone conference.
Support Exclusions
Support does not cover, and Venmark has no obligation or liability under this Support Policy for issues arising out of or attributable to:
Subscriber’s or any User’s misuse, neglect or abuse of the Subscription Services;
Subscriber’s or any User’s network, firewall, systems, hardware, third party software, or other technology;
Issues that could be resolved with basic end user training or reference to Venmark’s standard end user
documentation; or
Matters that are Subscriber’s responsibility or obligation under the TOS..
Support Policy Updates
Venmark reserves the right to update this policy from time to time, in its sole but reasonable discretion, to reflect Venmark’s latest technical support policies, procedures, and offerings
