Solution Support

Telephone and E-Mail support is available to answer questions or to assist with the correction of any defects in the Software. Jagged Peak agrees to use reasonable efforts to furnish off-site telephone support between 9:00 A.M. and 6:00 P.M. Eastern Standard Time, Monday through Friday – excluding Jagged Peak recognized Holidays. Jagged Peak responses to a Client will be in accordance with the standardized Software Priority Codes listed below.
Jagged Peak support will assign Severity levels to each reported issue. Severity levels and response times are documented below. Severity response is based on Jagged Peak standard support hours – unless otherwise documented in the Client Contract.

Severity Levels

Level One - Tombstone. A priority Level One is an urgent error, problem, malfunction, or nonconformity in the Client’s production environment such that the site fails catastrophically or is completely inoperable and no workaround is available.

• Jagged Peak will respond and assign a technical support specialist to begin work on the error immediately upon notification and will engage internal resources continuously until an acceptable work-around is achieved or the severity of the error is reduced to Level Two.
• Jagged Peak shall use its commercially reasonable best efforts to achieve work-around or a reduction in error severity.

Level Two - High. A priority Level Two is a critical error, problem, malfunction, or nonconformity in the Client’s production environment such that the customized site is not functioning in a material respect but has a work-around available.

• Jagged Peak will respond and assign a technical support specialist to begin work on the error within the four (4) hours of notification and will engage the appropriate Jagged Peak resources continuously until an acceptable work-around is achieved or the severity is reduced to Severity Level Three.
• Jagged Peak shall use its commercially reasonable best efforts to achieve work-around or a reduction in error severity within seventy-two (72) hours.
• If the problem is a software defect and no immediate fix or workaround is available, Jagged Peak may provide an interim solution on an agreed-upon date or include the permanent solution for the error in the next major software update or enhancement.

Level Three - Medium. A priority Level Three is an error, problem, malfunction, or nonconformity in the Client’s production environment where functionality is affected.

• Jagged Peak will respond and assign a technical support specialist to begin work on the error within eight (8) hours of notification and will engage the appropriate Jagged Peak resources continuously until an acceptable work-around is achieved or the severity is reduced to Severity Level Four.
• Jagged Peak shall use its commercially reasonable best efforts to achieve work-around or a reduction in error severity within 10 business days.
• If the problem is a software defect and no immediate fix or workaround is available, Jagged Peak may provide an interim solution on an agreed-upon date or include the permanent solution for the error in the next major software update or enhancement.

Level Four - Low. A priority Level four error, problem, malfunction, or nonconformity in the Client’s production environment where functionality is minimally affected.

• Jagged Peak will respond and assign a technical support specialist to begin work on the error within three (3) business days.
• Jagged Peak shall use its commercially reasonable best efforts to achieve work-around or a reduction in error severity within 90 business days.
• If the problem is a software defect and no immediate fix or workaround is available, Jagged Peak may provide an interim solution on an agreed-upon date or include the permanent solution for the error in the next major software update or enhancement.

Contacting EDGE Support:

• EDGE Support can be reached by email at edgesupport@jaggedpeak.com.
• EDGE Support contacted directly between the hours of 9AM and 6PM Eastern Time, Monday through Friday excluding Jagged Peak recognized Holidays by phone by calling 813.637.6900, Option 2, 1.
• After Hours Emergency Service is available to clients for live sites in the Production Environment only. This service is available for issues that cannot wait until the next business day’s normal operating hours. Contact with EDGE Support under these conditions can be made by calling 813.931.6712.