The support described below applies to Bottomline’s Payments & Cash Management (Enterprise & Premier) offering. Capitalized terms not defined below have the meaning given to them in the Terms.
Support Hours & Requests. Telephone support is provided between 8:00 AM ET and 8:00 PM ET, Monday through Friday, excluding Bottomline holidays. Secure, password-protected access to Bottomline’s customer support website and Knowledge Centered Services is available 24 hours a day, 7 days a week, and 365 days a year, unless otherwise set forth here. Support requests may be made by Customer via telephone, email, or Internet to Bottomline’s Help Desk. The contact information for the Help Desk can be found here based on region and type of Products and Services. Customer may report issues to Bottomline via telephone after regular business hours. All critical issues (as determined by Bottomline) reported after hours are escalated immediately to on-call personnel for commencement of a resolution. All non-critical issues (as determined by Bottomline) reported after hours are addressed the next business day.
System Requirements. Customer acknowledges and agrees that use of the Products and Services requires (i) maintenance of an Internet connection and browser on each Authorized User’s workstation with adequate bandwidth and the minimum system requirements as set forth in the Documentation; (ii) configuration of browsers to access the Products and Services’ websites, dashboards and portals; and (iii) verification that firewalls and proxy servers allow access to the Products and Services.
Criteria & Response Times. For the purposes of this section, “Defect” means a material defect in the Products and Services that prevents material conformity with the applicable Documentation. Bottomline will determine, in its reasonable discretion, the applicable severity level of any reported Defect in accordance with the descriptions set forth below. All severity 1 and 2 issues must be reported to Bottomline’s Help Desk via telephone.
|Severity Level||Description||Response Time|
|Severity 1||• Production application down. A fatal problem preventing production Customers from accessing the Products and Services or making payments or other financial transactions. A Defect that compromises financial data integrity or security. Product and Services terminate or freeze forcing users to start transaction over.
• Critical product functionality not working; no reasonable workaround.
|Bottomline will extend best efforts to respond to calls within 1 business hour of receipt of the reported incident. Bottomline will validate the issue and will continue working until the case is resolved or until an agreed upon workaround is in place. Status updates will be provided every 4 business hours during the hours of operation.|
|Severity 2||• Errors that cause failure within non-critical functionality, where there is no reasonable workaround.||Bottomline will extend best efforts to respond to calls within 4 business hours of receipt of the reported incident. Bottomline will validate the issue, and will continue working during standard hours of operation until the case is resolved or until an agreed upon workaround is in place. Status updates provided bi-weekly.|
|Severity 3||• Functionality error where there is a workaround.
• Internal requirements to improve service to customers.
• Product Knowledge Questions
• Errors that do not affect core functionality.
Bottomline will respond to calls on a first come, first served basis. Initial calls will be responded to within one (1) business day. If applicable, updates will be provided monthly until a new product release.