Support hours and policies

Contacting Technical Support.

Submitting a Suspected Defect. Customer can submit suspected deviation from the Documentation (a “Defect”) online 24 hours a day, 365 days a year through the ProTrack Console (console.myersinfosys.com). Myers has configured the Myers Knowledgebase environment to cache login information so customers can quickly toggle to it to submit a suspected Defect. When submitting suspected Defect through the online form, the customer will be presented with a list of related articles that may be of help as customer types the inquiry.

Standard Support Service Hours: Myers technical support team is accessible between the hours of 8:30 a.m. to 5:30 p.m. Eastern US time, Monday through Friday, excluding holidays observed by Myers (“Standard Support Service Hours”).  Customers can access the technical support team during Standard Support Service Hours by emailing Myers at [e-mail] or calling [phone] extension 2.

Extended Support Service Hours for Priority 1 Defects: Solely for Priority 1 Defects, in addition to the Standard Support Services Hours, Myers technical support team is accessible (i) from 5:31 p.m. to and including 8:29 a.m. as of the following day, Eastern Time, Monday through Thursday; (ii) from 5:31 p.m. of all Fridays up to and including 8:29 a.m. on all Mondays, Eastern Time and (iii) all holidays (“Extended Support Service Hours”).  Customer can access the technical support team during Extended Support Service Hours by calling Myers at [phone]

Support Services.

Each suspected Defect submitted by customer will be assigned a Priority Level (as defined below) by Myers. Myers will make its commercially reasonable efforts to respond to a suspected Defect within the following target times.

Priority Level	Description of Priority Level	Response
1	A critical tool or function of a Licensed Software Program is not performing thereby causing a serious disruption that has stopped or delayed production.	Myers will promptly begin to diagnosis and attempt resolution of the Defect. Myers will promptly provide a workaround to the problem that is reasonably acceptable to customer and recommend a final resolution and time frame for resolving the problem.
2	A frequently used but non-critical tool or function of a Licensed Software Program is available but the performance is degraded and is causing operational disruptions.	Myers will begin diagnosis and attempt resolution of the Defect before the end of the next business day following customer’s initial submission of the Defect. If Myers cannot resolve the problem within that time, Myers and customer will discuss and mutually agree on a reasonable period time for Myers to provide a workaround to the Defect that is reasonably acceptable to customer and recommend a final resolution and time frame for resolving the Defect.
3	A non-critical tool or function of a Licensed Software Program is not performing according to the documentation. This type of Defect causes no significant delays in production	Myers will begin to diagnosis and attempt resolution of the Defect within five (5) working days following customer’s initial submission of the Defect. If Myers cannot resolve the Defect within such time, If Myers cannot resolve the problem within that time, Myers and customer will discuss and mutually agree on a reasonable period time for Myers to provide a workaround to the Defect that is reasonably acceptable to customer and recommend a final resolution and time frame for resolving the Defect.