Exhibit A
Support Services
The Mingo Support Services are provided to Customer at no additional charge. Upon case submission, Users will be asked to provide their company name, contact information, and case details, and each case will be assigned a unique case number. A Mingo Support Representative will use commercially reasonable efforts to respond within the designated Initial Response Time set forth below during Support hours and will use commercially reasonable efforts to promptly resolve each case. Actual resolution times will depend on the nature of the case. A resolution may consist of a fix, workaround, or other solution in Mingo’s reasonable determination.
Support Services. Support is available on weekdays, excluding holidays, during Mingo’s business hours of 7:00am – 6:00pm central time.
Contact Support. Users may use any of the following methods to contact Support or submit a case:
- Phone: (888) 394-1043
- Email: support@gomingo.io or support@mingosmartfactory.com
- Chat feature within the application
Reproducing Errors. Mingo must be able to reproduce errors in order to resolve them. Customer agrees to cooperate and work closely with Mingo to reproduce errors, including conducting diagnostic or troubleshooting activities as reasonably requested. Subject to Customer’s approval on a case-by-case basis, Users may be asked to provide remote access to their Mingo account and/or desktop system for troubleshooting purposes.
Escalation/Severity Levels. Reproducible errors that cannot promptly be resolved will be escalated to higher support tiers for further investigation and analysis. Issues will be generally categorized and handled according to the severity level assigned by Mingo, as follows:
|
Severity Level |
Description and Examples |
Initial Response Time |
|
Level 1 – Critical |
Critical production issue affecting all Users, including system unavailability and data integrity issues with no workaround available. |
4 hours |
|
Level 2 – Urgent |
Major functionality is impacted or significant performance degradation is experienced. Issue is persistent and affects many Users and/or major functionality. No reasonable workaround available. Also includes time-sensitive requests such as requests for feature activation or a data export. |
12 hours |
|
Level 3 – High |
System performance issue or bug affecting some but not all Users. Short-term workaround is available, but not scalable. |
48 hours |
|
Level 4 – Medium |
Inquiry regarding a routine technical issue; information requested on application capabilities, navigation, installation, or configuration; bug affecting a small number of Users. Reasonable workaround available. Resolution required as soon as reasonably practicable. |
As soon as reasonably practicable |
Excluded Items. The Support Services does not include any of the following:
- Assistance with password resets. Users should click the “Forgot your password?” link on the login page or contact their system administrator.
- Assistance with username. Users should contact their system administrator.
- Assistance with lockouts due to incorrect login attempts. Users should contact their system administrator to unlock the account, or wait for the lockout period to expire.
- Assistance in developing User-specific customizations.
- Assistance with Third-Party Services or Hardware.