Support Service

SUPPORT SERVICE AGREEMENT -

So long as Customer is in compliance with all agreements entered into with Fran Metrics and is current with all payments associated with their account, Fran Metrics will provide the following service and support for the software as described and subscribed to at www.franmetrics.com:

Fran Metrics will establish and maintain a process to provide support for the Software to Customer. Support shall include (i) diagnosis of problems or performance deficiencies of the Software and (ii) a resolution of the problem or performance deficiencies of the Software. Fran Metrics will provide email and scheduled screen share support on a business day basis. Business day is defined as 8:00 AM through 6:00 PM (MST) mountain standard time, excluding holidays and weekends. In addition, Fran Metrics will provide an Internet-based support system generally available seven (7) days a week, twenty-four (24) hours a day via a ticketing system (link on the bottom of this web page).

Fran Metrics will provide customer a "Knowledge Base" website which will include support videos, Q&A's, and support documentation. This will be updated on an as-needed basis and be provided without cost.

Fran Metrics will use its best efforts to cure reported and reproducible errors in the Software as described here: Service Levels.

Fran Metrics will provide a dedicated service manager for each organization. Any communication requiring or requesting a response received from Customer will generally be replied to within one business day, but never longer than three business days.