Maintenance. There may be instances of Emergency or Preventative Maintenance where we need to interrupt the services due to unforeseen circumstances, including, due to security issues, virus attacks, or spam issues. Below are the Maintenance Windows and their definitions
“Emergency Maintenance” happens immediately with little to no notification ahead of time; however, if practical, we will endeavor to notify users of such Emergency Maintenance via the applicable EOS Web Property(ies), if possible, our public and/or private chatter groups (e.g., Slack), and/or via e-mail.
“Preventative Maintenance” occurs when we detect an item in the environment we feel needs attention, to avoid Emergency Maintenance in the future. We will use commercially reasonable efforts to give at least 48 hours’ notice (or longer if practical) of any Preventative Maintenance via the applicable EOS Web Property(ies), our public and/or private chatter groups (e.g., Slack), and/or via e-mail, and to schedule to the extent practicable during off-peak hours (Eastern Time).
“Planned Maintenance” occurs to support on-going product and operational projects to ensure optimal performance; deploy non-critical service packs or patches; and periodic redundancy testing. When possible, notice of Planned Maintenance will be posted 5-days prior via the applicable EOS Web Property(ies); however, certain circumstances may preclude us from doing so, such as an external vendor issuing a change control. In any event, we will use commercially reasonable efforts to give at least 48 hours’ notice (or longer if practical) of any Planned Maintenance via the applicable EOS Web Property(ies), our public and/or private chatter groups (e.g., Slack), and/or via e-mail, and to schedule to the extent practicable during off-peak hours (Eastern Time).
Help Desk. Members and subscribers of our EOS Properties have access to “Help Desk” support.
Should any member or subscriber need to request Help Desk support in connection with their use of our EOS Web Properties, you must submit a ticket (herein also referred to as a “Support Ticket”) by e-mail to [email protected].
Support Tickets must include the following information:
Subject must be: “EOS Support Ticket – User Name – [EOS Web Property*]”
*Please identify which EOS Web Property is having the issue in the subject line (e.g., EOS One, Base Camp, Rocket Fuel)
Contact Telephone Number
Brief but sufficiently detailed description of the issue and the features impacted
Note, Help Desk support business hours are Monday through Friday 8 a.m. to 8 p.m. Eastern Time.
Upon receipt of the Support Ticket, the Help Desk support team will assign the Support Ticket a priority level based on the severity of the issue with the EOS Web Property that is the basis of the Support Ticket (each a “Priority Level”). The assigned Priority Level will be based on the following:
Priority Level 1 – means a defect that renders the EOS Web Property inoperable or is causing a serious adverse impact to the EOS Web Property functionality;
Priority Level 2 – means a defect that materially impairs the EOS Web Property, with the consequence that the EOS Web Property is performing but in a restricted or inefficient manner; and
Priority Level 3 – means a defect that does not significantly affect the performance of the EOS Web Property; but the performance or efficiency might improve if such defect were to be corrected.
Upon receiving the Support Ticket and assigning a Priority Level to the Support Ticket, a qualified member of the Help Desk support team support will contact the person identified on the Support Ticket using the contact information provided with the Support Ticket.
For Priority Level 1 issues, the support team will provide an e-mail response or contact the person identified as soon as reasonably practical considering other Priority Level 1 issues then currently in the ticketing queue and will work continuously using its best efforts to resolve the Priority Level 1 issue. The resolution, if possible, will be delivered as a work-around or as an emergency software fix.
For Priority Level 2 issues, the support team will provide an e-mail response or contact the person identified as soon as reasonably practical considering Priority Level 1 issues and other Priority Level 2 issues then currently in the ticketing queue. Priority Level 1 issues will take priority over Priority Level 2 issues. Subject to the foregoing, the support team will work continuously using its good faith efforts to resolve the Priority Level 2 issue. The resolution, if possible, will be delivered as a work-around or as a software fix.
For Priority Level 3 issues, the support team will provide an e-mail response or contact the person identified as soon as reasonably practical considering Priority Level 1 issues and Priority Level 2 issues then currently in the ticketing queue. Priority Level 1 and Priority Level 2 issues will take priority over Priority Level 3 issues. Subject to the foregoing, the support team will use good faith efforts to resolve the Priority Level 3 issue. The resolution, if possible, will be delivered to as a work-around or as a current or future software maintenance fix or update.
Help Desk support will, to the extent reasonably possible, look to initiate corrective measures for any identified defects, or develop a work-around, and furnish the person identified on the Support Ticket with such resolution. Help Desk support will attempt to resolve the issues remotely. Help desk support is initially included in your subscription and memberships at no additional fee, subject to our Terms and Conditions; provided, that we reserve the right to charge fees and other costs in the event we determine Support Tickets are excessive or are the result of failure to follow protocols or other operational support.
There is a tiered support structure within the Help Desk support structure to address Support Tickets and to help ensure access to more advanced technical knowledge is available. Tiered support may involve support by our technology team or by third party providers. Help Desk support agents are required to escalate incidents to the next tier for additional data gathering, research and troubleshooting in the event they are unable to timely resolve an issue. In the event Help Desk support determines in their sole discretion that an issue cannot be resolved remotely, Help Desk support may notify you that the issue requires replacement of software or hardware. Determination that an issue requires replacement of hardware will typically be the last resort in an effort to mitigate costs.
Help Desk support does not include issues related to any hardware or software not related to our EOS Web Property, or not otherwise related to the EOS Web Property related hardware or software.
Questions. Should you have a question related to our EOS Web Properties that is not otherwise addressed above, please contact our support team at [email protected].