SUPPORT SERVICES TERMS AND CONDITIONS
The following Support Services Terms and Conditions are legally binding upon Client upon execution of an agreement with NORMEX. Client should carefully review these terms prior to entering into the applicable Master Subscription Agreement and Order Form. These Terms are incorporated into and form part of the Master Subscription Agreement and any applicable Order Form.
Licensing Terms
NORMEX is provided under a paid license subscription. The license becomes effective on the date Client’s payment is received. The subscription term runs for the duration selected by the Client (monthly or annual) and automatically ends at the conclusion of that paid period unless renewed. Client may request cancellation at any time; however, cancellation will take effect only at the end of the current paid subscription period (monthly or annual). No partial refunds or prorated reimbursements will be issued for early cancellation during an active subscription period.
Support Services
NORMEX will provide technical support and maintenance services (“Support Services”) at no additional charge during an active subscription period.
Service Level Commitment
Service Level Availability
NORMEX will make the NORMEX Applications available at least 99.5% of the time on a monthly calendar basis, 24 hours per day, 7 days per week, excluding:
(i) planned maintenance communicated in advance; and
(ii) issues resulting from internet service failures or third-party services, software, or equipment outside NORMEX’s control.
Test environments are excluded from this commitment. NORMEX will provide at least forty-eight (48) hours electronic notice for planned downtime and, where practicable, schedule maintenance between Friday 6:00 p.m. and Monday 3:00 a.m. Eastern Time.
Service Level Availability Reporting
Availability is calculated monthly. The denominator equals total measurable hours in the month minus planned downtime. The numerator equals measurable hours minus total outage duration. An outage is defined as two consecutive monitoring failures within a five-minute period lasting until service is restored.
Service Level Commitment and Credits
If availability drops below 98.0% in a given month and Client submits a written request, NORMEX will extend the current subscription term by one (1) month at no cost (“Service Credit”). Any renewal period will begin after the Service Credit has been fully utilized.
Support Services Access
Telephone support is available weekdays (excluding holidays) from 7:00 a.m. to 7:00 p.m. EST in English. Clients may also submit cases via web, email, or within the application on weekdays (excluding holidays). Each case will be assigned a unique case number and logged for follow-up by the appropriate support team.
Reproducing Errors
Client agrees to cooperate with NORMEX in reproducing reported issues, including participating in diagnostic or troubleshooting activities as reasonably requested. Subject to Client’s approval, remote access to the Client’s NORMEX account may be requested for troubleshooting purposes.
Escalation and Severity Levels
Issues will be prioritized as follows:
Level 1 – Critical
Production issue affecting all users, including system unavailability or data integrity concerns with no workaround.
Response: within 1 hour
Target resolution or action plan: within 3 hours
Level 2 – Urgent
Major functionality impacted or significant performance degradation affecting many users with no reasonable workaround. Includes time-sensitive requests such as feature activation or data export.
Response: within 3 hours
Target resolution or action plan: within 8 hours
Level 3 – High
Issue affecting some users where a temporary workaround exists.
Response: within 1 business day
Target resolution or action plan: within 3 business days
Level 4 – Medium
Routine technical inquiries, minor bugs affecting limited users, or requests for configuration guidance where workaround is available.
Response: within 2 business days
Target resolution or action plan: within 15 business days
Resolution may include a fix, workaround, or other commercially reasonable solution determined by NORMEX.
Excluded Items
Support Services do not include:
• Development of user-specific customizations
• Support for third-party products, services, or technologies
• Installation or configuration of Client hardware (computers, mobile devices, printers, networks, etc.)
• Managed Services or Professional Services as defined in the Master Subscription Agreement