S1. First Line Support. If Customer has set up its own internal support desk for iTradeNetwork Subscription Services, then Customer agrees that the first (1st) line support for its users shall be handled by such internal support desk. If this first line of support is unable to resolve the issue(s), Customer may contact iTradeNetwork Support. iTradeNetwork provides technical support for the Subscription Services during its regular business hours as stated below and emergency support twenty-four (24) hours per day, seven (7) days a week. Technical support will be provided via iTradeNetwork Salesforce portal, Support telephone system or via email. The telephone numbers and email for iTradeNetwork Support and core business hours, excluding holidays, are posted on the site https://www.itradenetwork.com/customer-support.
Note: All Severity Level 1 cases must be phoned in to be sure of receiving immediate attention.
S2. Support Contact. Customer must provide an email alias for customer support notifications and communications. If Customer wishes to initiate a support request, Customer must initiate contact with iTradeNetwork Support through the support portal, calling the phone number listed above, or by sending an email to the iTradeNetwork Support email address.
S3. All support cases must be related to the Subscription Service and be submitted by the Customer and not by Customer’s distributors, suppliers, manufacturers, or other third parties. iTradeNetwork Support does not include support for any third-party software or hardware including any mobile devices. iTradeNetwork Support will investigate issues that pertain to the live production Subscription Service environment only. iTradeNetwork Support will not provide support for the test environment. Customer shall pay iTradeNetwork according to iTradeNetwork standard hourly rates of for all Customer support that is provided for problems or issues that do not relate to the Subscription Service as it is delivered and shall not incur such fees without Customer’s prior approval. Prior to submitting a support request to iTradeNetwork Support, Customer should make a general determination whether the problem is caused by the Subscription Service. Customer will provide named support personnel to iTradeNetwork for access to the iTradeNetwork Support portal. iTradeNetwork will provide a support document to the Customer which will include escalation paths, and points of contact for Customer issues.
S4. Downtime. The Subscription Service as it pertains to the discussion of availability, downtime and maintenance is defined as the servers, software and network that are under the reasonable control of iTradeNetwork. This definition explicitly excludes any servers, software or network that is not under the control of iTradeNetwork, including but not limited to the Customers’ computing and network resources, the internet, point-to-point connections and mobile devices. This definition also explicitly excludes ancillary services such as email notification, event notification and report processing. Customer acknowledges that scheduled maintenance, unforeseen downtime and unscheduled remedial maintenance of equipment, software and Internet access may interrupt Customer’s access to the Subscription Services. iTradeNetwork Support will provide Customer, seven days’ notice of scheduled downtime. Reasonable efforts will be made to provide at least three (3) business day’s prior notice and included reasons for any unscheduled/emergency downtime; provided that iTradeNetwork may determine in its sole discretion that issues requiring a shorter prior notice period or an immediate suspension of the system. In such event, Customer will be promptly informed of the suspension of the service the expected duration, and the remedial measures to be taken. iTradeNetwork agrees to make reasonable efforts to minimize the duration and impact of any such occurrences.
S5. Exclusions. Customer acknowledges that it is responsible for acquiring access to the Internet to access the Subscriptions, and that problems with the Internet, including equipment, devices, software or network failures, impairments or congestion, may prevent, interrupt or delay Customer’s access to the Subscription Service. Customer shall be solely responsible for maintaining adequate controls over its processing and content of its data transmissions; for monitoring the input and output of such processing and transmissions with respect to the Subscription Service, and for notifying iTradeNetwork of any non-conforming processing and/or transmissions. Customer acknowledges and agrees that iTradeNetwork is not responsible for checking, verifying or editing message content or completeness or for detecting errors or anomalies, nor for recreating or re-transmitting data beyond iTradeNetwork’s obligations as set forth herein.
S6. Connection Requirements. Customer will ensure that it and all applicable Trading Partners have the minimum required infrastructure to communicate and transmit data required for the applicable Subscription Services, and that all Trading Partners provide all required and complete data to iTradeNetwork without charge, according to the protocol and format, and within the timeframe mutually agreed to by iTradeNetwork and Customer at the time of initial implementation of the applicable Subscription Service. iTradeNetwork is not responsible for degraded technical performance resulting from failure to meet the infrastructure requirements.
S7. Service Process and Response Objectives. iTradeNetwork Support will provide technical support according to the response times below. Once a support request has been received and after Customer has provided iTradeNetwork with all information iTradeNetwork has requested, the support analyst handling the call will acknowledge receipt, and respond within the Targeted Response Time (“TRT”) listed in the table below. Targeted Response Time means the maximum allowed time to acknowledge the receipt of a support request and initiate the resolution process. TRT does not define the time that is required to reach a final resolution of the issue, as the time required to reach final resolution is strongly dependent on the complexity of the issue. iTradeNetwork Support shall use its best efforts to resolve critical issues promptly and non-critical issues within a reasonable time. Customer agrees to cooperate with iTradeNetwork as reasonably necessary to assist iTradeNetwork in it resolution of the support issue. iTradeNetwork will reasonably collaborate with Customer to set priorities that take into consideration Customer’s business needs and on iTradeNetwork’s business judgment as to the severity of any support incidents in accordance with the terms of this Attachment 1.
iTradeNetwork Support will communicate with the Customer Support Administrator per the following severity levels with targeted responses and resolution times:
The above TRT and Targeted Resolution Goals are internal measurements for iTradeNetwork and may be modified from time to time as business requirements change. iTradeNetwork shall provide notice to Customer of any such modifications. iTradeNetwork will provide a Root Cause Analysis (“RCA”) for all Severity 1 and Severity 2 cases within five (5) business days from resolution, provided, however, the root cause was related to an iTradeNetwork Subscription Service.