The support described below applies to Bottomline’s software offerings. Capitalized terms not defined below have the meaning given to them in the Terms.
Support Hours & Requests. Customers with an active, fully paid-up support and maintenance agreement with Bottomline will receive support and maintenance that includes: advice and technical support, use of remote access tools for troubleshooting, case tracking, status updates, provision of resolutions, resolution plans or workarounds for software incidents and defects, escalation paths and general upgrades improving performance of the Products and Services (collectively, “Support”). 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.
Support Term. The initial term for Software Support shall commence three (3) days after shipment of the Software and continue for one (1) year. Thereafter the term shall automatically renew on an annual basis unless either party provides thirty (30) days written notice of termination.
Support Payment. Unless otherwise set forth on an Order Form, Fees for Software Support shall be invoiced annually in advance at Bottomline’s then-current pricing. For the avoidance of doubt, Bottomline will only provide Support for Software if Customer has paid Software Support Fees. If Customer discontinues Software Support, additional fees may be required to upgrade Customer to supported Software version(s) prior to re-commencing Software Support.
Support Limitations. Bottomline will not be responsible for supporting or correcting any incidents that are (i) not reproducible by Bottomline; (ii) on modified versions of the Products and Services; or (iii) incidents related to any of the following: Customer’s infrastructure, failure to install or implement all software releases made available to Customer; changes to Customer’s operating system or environment that adversely affect the Products and Services; any alterations of or additions to the Products and Services made by a third party; use of the Products and Services in a manner for which such Products and Services were not designed or not otherwise in conformance with the Documentation; accident, negligence or misuse of the Products and Services; or use of the Products and Services on a CPU other than the designated CPU(s) for the Products and Services at issue. Software Support is limited to the current version of the Software and any versions released during the previous year.
Target Responses; Resolution of Incidents.
Bottomline will respond to Incidents in accordance with the target response and resolution times set forth in the table below. For the purposes of this section, the term “Incident” shall mean a material defect in the Products and Services that prevents the Products and Services from conforming in any material respect to the Documentation. Bottomline will determine, in its sole discretion, the applicable severity level of any reported Incident in accordance with the descriptions set forth below. All Critical and High Incidents must be reported to Bottomline’s Help Desk via telephone.
Critical
Inability to use the application for absolutely necessary business transactions. All users are impacted
High
Limitations or restrictions to important functionality causing a specific part of the system to fail. Impact on a functional group
Medium
Inconvenience to perform business transactions; work around allows business processing to continue. Impacts few users.
Low
Little or no effect on business functionality and no impact on business processing. Very few users impacted.
Standard
Critical - Incidents will be acknowledged within 4 business hours.
High - Incidents will be acknowledged within 1 business day.
Medium - Incidents will be acknowledged within 3 business days.
Low - Incidents will be acknowledged within 5 business days.
Gold (If Available)
Critical - Incidents will be acknowledged within 1 business hour. A work around or fix will be provided within 2 business days.
High - Incidents will be acknowledged within 4 business hours. A work around or fix will be provided within 10 business days.
Medium - Incidents will be acknowledged within 1 business day. A work around or fix for an accepted defect will be provided within 90 business days.
Low - Incidents will be acknowledged within 3 business days and will be considered for a future product release.
Platinum (If Available)
Critical - Incidents will be acknowledged within 30 business minutes. A work around or fix will be provided within 1 business day.
High - Incidents will be acknowledged within 2 business hours. A work around or fix will be provided within 3 business days.
Medium - Incidents will be acknowledged within 4 business hours. A work around or fix will be provided within 30 business days.
Low - Incidents will be acknowledged within 1 business day and will be considered for a future product release.
Last Updated: August 7, 2020
