OSV SaaS Support and Maintenance Services Policy

This Support and Maintenance Services Policy (this “Policy”) governs the provision, by Our Sunday Visitor, Inc., an Indiana corporation (“OSV”), of support and maintenance services (“Maintenance Services”) provided to a customer (“Customer”) pursuant to an active Software as a Service Agreement (“SaaS Agreement”) between OSV and Customer and is provided as a supplement to the https://www.osv.com/software-as-a-service-saas-terms-of-use/ and all other terms, conditions, policies and other materials incorporated by OSV by reference into the SaaS Agreement. Any capitalized terms herein that are not otherwise defined shall have the definitions set forth in the https://www.osv.com/software-as-a-service-saas-terms-of-use/.

1. Support and Maintenance Services:

Support and Maintenance Services are included as a part of the SaaS Services subscription and entitles Customer to the following:

Telephone or electronic support in order to help Customer locate and correct problems with the Software.
Bug fixes and code corrections to correct Software malfunctions in order to bring such Software into substantial conformity with the Documentation or other operating specifications.
All extensions, enhancements and other changes that OSV, at its sole discretion, makes or adds to the Software which OSV furnishes, without charge, to all other subscribers to the SaaS Service.

2. Response and Resolution Goals

“Business hours” 8 AM – 6 PM ET, Monday thru Friday, except holidays
“After hours support” 6 PM – 9:30 PM ET, Monday thru Friday, except holidays
“Emergency weekend and holiday support” 8 AM – 9:30 PM ET
“Fix” means the repair or replacement of Software component to remedy Problem
“Problem” means a defect in Software as defined in OSV’s standard Software specification that significantly degrades such Software
“Respond” means acknowledgement of Problem received containing assigned support engineer name, date and time assigned, and severity assignment
“Workaround” means a change in the procedures followed or data supplied by Customer to avoid a Problem without substantially impairing Customer’s use of the Software

Problem Severity	Response Goals	Resolution Goals
1. The production system is creating a significant impact to the Customer’s business function preventing that function from being executed.	OSV will respond within 4 business hours.	Customer Support will provide reasonable effort for Workaround or Fix within 24 hours, once the Problem is reproducible or once we have identified the software defect.  OSV may incorporate fix in future release of software.
2. The production system or application issue is not critical: no data has been lost, and the system has not failed. The issue has been identified and does not hinder normal operation, or the situation may be temporarily circumvented using an available workaround.	OSV will respond within 8 business hours.	Customer Support will provide reasonable effort for Workaround or Fix within 10 business days once the Problem is reproducible. OSV may incorporate Fix in future release of software.
3. Non-critical issues, general questions, enhancement requests, or the functionality does not match documented specifications.	OSV will respond within 24 business hours.	Resolution of Problem may appear in future release of software.

3. Accessing Support

Customer Support is available online, or by email or phone.

Online self-service support can be accessed by clicking on the “Help” icon in the lower right-hand corner
Email support at CMSupport@osv.com
Business hours phone support 800-348-2886 option 5
After hours or emergency phone support 800-348-2886 x2236

4879-5501-4066.2