Technical Support – SPERE Power | Electricity Savings, Powered by Software

WEB SUPPORT & MAINTENANCE TERMS

Phone Support	8AM to 6PM CST (Monday-Friday) (excluding company holidays)
Support Phone	800/998-6996
Support Email	support@spere.io
Maintenance, Response and Resolution Time	Service maintenance, which includes maintenance releases, enhancements, new versions, additions, and modifications to the Service, that it provides to all other customers under support for no additional fee. Bug fixes to bring the Service into substantial conformance with its then-current user guide. Response time in accordance with the chart below. Resolution Process for Issues of Severity Levels 1 and 2: (1) Trouble Ticket opened. (2) Assign engineer to determine and correct the error. (3) Periodic reports on the status of the correction. (4) Initiate work to correct the error. Scheduled Outages are usually scheduled during Wednesday from 1 AM to 4 AM and customers are usually notified via email 48 hours in advance.

SEVERITY	DEFINITION	RESPONSE GOAL	DETAILS
Severity 1	Service substantially fails to perform.	1 hour	(1) Trouble Ticket opened. (2) Assign engineer to determine and correct the error. (3) Periodic reports on the status of the correction. (4) Initiate work to correct the error
Severity 2	Substantial degradation in performance of the Service.	2 hours	(1) Trouble Ticket opened. (2) Assign engineer to determine and correct the error. (3) Periodic reports on the status of the correction. (4) Initiate work to correct the error.
Severity 3	Minimal-to-no impact on the availability or performance of the Service.	3 days	Commercially reasonable efforts to include in next major release.