TitanHQ Support

1. Hours of Operation

TitanHQ Technical Support operates during the hours of 08:00 – 22:00 GMT, Monday – Friday, excluding bank and public holidays (the “Hours of Operation”).

2. Accessing TitanHQ Technical Support

Customers can access TitanHQ Technical Support securely via the web, email, telephone, or fax.  TitanHQ Technical Support handles all submissions during the Hours of Operation. On submission of a support request the Customers is assigned a reference number to enable the tracking of the logged support request.  Access is via:

• Web                  http://helpwtc.webtitan.com/support/home
• Email                helpdesk@titanhq.com
• Telephone        +353-91-540058 (Ireland) or +1 607 821-1267 (US)
• Fax                   +353-91-540055

3. Web Knowledge Base

TitanHQ maintains a Web Knowledge Base that enables Customers to on-line access of a vast repository of technical data including a topical database of operation, problem solving, and troubleshooting of TitanHQ products.

4. Software Support Request Classifications

TitanHQ Technical Support will classify Customers requests for support according to the following priority definitions:

5. Software Support Response Times

TitanHQ Technical Support will provide responses to Customers requests for support according to the following table:

Notes:

1. Response Time is measured from the time of submission of the support request (if during the Hours of Operation) or at the beginning of the Hours of Operation immediately subsequent to the submission of the support request (if outside of the Hours of Operation).  Telephone access is recommended for Priority 1 requests. 
2. Target Resolution/Workaround Times are based on effort conducted by TitanHQ during Hours of Operation and excludes elapsed time awaiting customer feedback to further query resolution.  For Priority 3, this refers to the time at which a proposed action will be provided to the Customers.

6. Software Support Resolution/Work Around

TitanHQ will use commercially reasonable efforts to provide one of the following remedies to Customers support requests within the Target Resolution/Workaround Time:

• An existing Software Patch;
• A temporary by-pass;
• A statement that additional information about the problem is needed prior to resolution; or
• A statement that the Product operates substantially as described in the current user documentation; or
• A statement that the problem falls under the category of Excluded Services.

7. Escalation

In the event a support request cannot be remedied prior to the lapse of the Escalation Time, the support request will be escalated as follows:

• Head of TitanHQ Support Services or a delegate.
• TitanHQ Product Manager responsible for the product or a delegate.

8.  Software Upgrades and Patches

Software upgrades and patches are offered to Customers as follows:

Software Patches

A Software Patch is a code release that contains fixes for one or more software bugs.  Software Patches are uniquely identifiable and are designed for a specific software release.

Minor Software Upgrades

A Minor Software Upgrade is a code release made that contains Software Patches or the addition of functionality that has a localized effect on the product.  Minor Software Upgrades are provided to Customers at no additional cost.

Major Software Upgrades

A Major Software Upgrade is a code release made when the product architecture has changed or significant functionality has been added.  Major Software Upgrades are offered to Customers at additional cost.

9. Software Versions Supported

Services under this Agreement are provided for the current software version (i.e. Minor Software Upgrade or Major Software Upgrade) plus the immediately preceding software version.

10.  Excluded Services

Unless stated herein, TitanHQ shall have no obligation to provide support:

• Relating to problems caused by Customers’s modifications to or use of the Product in a manner other than described in the current user documentation.
• Regarding problems caused by hardware, software, networks, firmware or media not supplied, serviced or supported by TitanHQ.
• To persons other than Customers’s Technical Contacts.
• Regarding problems caused by any accident or disaster affecting the Product including but not limited to fire, flood, lightning or vandalism.

11. Third Party Products

Customers acknowledges and accepts that any third party products licensed through or provided by TitanHQ are subject to additional restrictions under the licenses between TitanHQ and its suppliers.  Warranty, liability, indemnity and support services may be affected by these restrictions.  TitanHQ accepts no liability for any damage or loss of any kind resulting from a third party product except as detailed in the relevant agreements between TitanHQ and its suppliers.

12. TitanHQ Qualifications and Conduct

Personnel fulfilling obligations of TitanHQ under this Agreement shall:

• Be suitably qualified, experienced, and equipped to carry out the services efficiently and in a professional manner;
• Provide the services with due care and skill; and
• Conform to Customers’s normal codes of staff and security practice when on Customers’s premises.

13.  Customers Obligations

To assist TitanHQ in efficiently processing Customers service requests, Customers shall:

• Identify, document and report each problem, supply TitanHQ with all necessary documentation and assistance to demonstrate and diagnose the problem, and promptly implement each Software Patch, Resolution/Workaround, or other solution to such problem as provided by TitanHQ
• Ensure that problems reported to TitanHQ have been completely isolated from any issues associated with the customer's network, firewall, or other associated customer equipment.
• Ensure that any personnel having access to the Product are properly trained.
• Provide TitanHQ access to Customers’s premises as may be reasonably necessary.