Bitumio Technical Support Policy

Created by Jared Hislop, Modified on Tue, 11 Jun at 5:04 PM by Jared Hislop

1- Standard Technical Support for Bitumio Services

Provided Customer has timely paid applicable Bitumio Services fees in accordance with the applicable SaaS Terms and Conditions (“Agreement”) with Bitumio, Bitumio shall provide standard technical support (“Standard Technical Support”) that includes addressing Customer’s difficulties and queries in using the Bitumio platform along with problems reported by Customer in accordance with the priority level reasonably assigned to such problems by Bitumio.

2 - Operational Standards; Maintenance Schedule

2.1 Availability

Except for the scheduled maintenance periods set forth in Section 2.2, the Bitumio web application is available 24 hours a day, 7 days a week.

2.2 Scheduled Maintenance

If necessary, Bitumio may take the web application offline for maintenance during business off-hours such as on weekends or during the week between midnight and 8:00AM (ET).

2.3 Unscheduled Maintenance

If the Bitumio web application becomes unavailable and requires unscheduled maintenance, Bitumio shall attempt to communicate notice of the unscheduled maintenance (e.g., on web pages available to Customer or via other methods).

3 - Support

3.1 First Level (Tier 1) Customer Support

If any user needs any assistance (whether questions about the use of the Bitumio web application or any related technical issues), the user should first consult the Bitumio online knowledge base and training resources to attempt to resolve users’ questions. The user can then contact Bitumio Technical Support Team for assistance or guidance.

3.2 Second Level (Tier 2) Customer Support

If the available Bitumio online support and training resources are not able to resolve a user’s problem, or for any reason, the Customer may refer Bitumio product-related questions to the Bitumio Technical Support Team for assistance by requesting support via one of these options:

Click the “Knowledge Base” icon found at the bottom left of the screen inside the Bitumio application, then select Submit a Ticket
If there is no access to the application, then submit a request for assistance via Bitumio Support directly at: https://support.bitumio.com/support/home
Email support@bitumio.com
Call ‪(801) 513-1113‬

Once you have contacted Bitumio support via one of the methods above, a support ticket will be created for you. You will be contacted by a member of the Bitumio support team to investigate your issue during Bitumio’s business hours: Monday – Friday 8:00 a.m. to 8:00 p.m. Eastern Time, excluding U.S. federal holidays.

4 - Operational Standards; Maintenance Schedule

4.1 Support Response Times

Bitumio will respond to requests for support as provided below:

Severity Level	Initial Response Time	Support Obligation
Severity 1 https://app.bitumio.com is not accessible or is not responsive	Within 2 hours (between 5AM PST and 8PM EST) of initial notification by Customer to initiate problem determination	Continuous good faith efforts until the problem is resolved or a reasonable work-around is achieved. Hourly notifications to Customer of progress.
Severity 2 Something is not working or needs attention by our technical team to fix. (i.e. Bugs, latency, etc.)	Within 1 business day of initial notification by Customer to initiate problem determination	Reasonable efforts to correct the reported error.
Severity 3 General help desk type issues that provide direction on general functionality or confirmation that the tool is doing what it is supposed to do.	Within 1 business days of initial notification	Within 3 business days of the initial response, Bitumio shall provide a substantive response or additional question that Bitumio needs answered prior to proceeding. If the problem results in the identification of a system bug or error in the Bitumio platform, the issue shall be escalated to the appropriate department with commercially reasonable efforts to correct the reported error as appropriate.

4.2 Limitations

Except as may be set forth in the Agreement, the support services do not include: (i) visits to Customer's site or (ii) any services for any third-party equipment or software, unless otherwise specifically set forth in a separate Order. In addition, Bitumio has no obligation to correct any error resulting from a failure by Customer to implement any third-party software modification or upgrade.

5 - Training and Support Materials

Bitumio may provide various training sessions for Customer’s users to which Customer may grant access to Bitumio. The training sessions are open enrollment for all users and subject to availability. Any other customized training, materials, data entry, data conversion, or other professional services which Customer may request must be agreed to by the parties in a signed Order.