Version 2.0 - Effective from September 2021
This Support Policy (the “Policy”) describes the technical support services (“Technical Support”) provided by Harvest Digital Planning Pty Ltd (ABN 12 148 958 927) (“we”, “us” or “our”) in respect of the services (“Services”) for access to and use of our The HiVE Digital Engagement System (including any apps, databases, platforms, networks, websites and APIs) and any other related services. This Policy is incorporated by reference into The HiVE - SaaS Terms in Module A of the Agreement (“Terms”).
You must ensure that all users of the Services (including Authorised Users) comply with this Policy at all times.
Technical Support of the Services consists of:
(i) 24/7 access to the online Helpdesk and various support documentation;
(ii) assistance with Support Requests during Business Hours;
(iii) program updates, fixes and critical patch updates;
(iv) general maintenance releases, selected functionality releases and documentation updates; and
(v) answering common how-to questions and direction to appropriate support documentation.
We will provide you with Technical Support in accordance with any Service Levels specified in an Order Form.
"Bug" means any issue experienced when software doesn’t do what was intended.
"Customer Agreement" means the customer agreement entered into between you and us that applies to the supply to you of any of our technology-related services and products.
"Defect" means a failure of a Service or Deliverable to comply with the specifications and requirements for that Service or Deliverable set out in the Contract.
"End User" means any person who accesses or uses any webpage which you publish or otherwise make publicly available using the Services.
"Helpdesk" means our helpdesk for the lodging of Support Requests.
"Helpdesk Service" means our online help service that contains support documentation and allows you to lodge and manage Support Requests.
"Issue" means any bugs, defects or other problems resulting from the use of the Services.
"Order Form" means an order form entered into between you and us for the supply of any Services.
"Priority Support" means the provision of Technical Support with increased responsiveness of our Support Personnel to resolve your Support Request.
"Priority Support Credit" means a limited credit that may be used by you to request Priority Support from us.
"Support Contact" means your nominated personnel who are eligible to use our support channels.
"Support Personnel" means any of our personnel who manage Support Requests or fix issues, defects, or bugs lodged via our Helpdesk Service.
2. Scope of Technical Support services
2.1 First and Second Line Support
To ensure that we can efficiently accommodate your Support Requests, you are required to establish and maintain the appropriate training and processes to provide “First Line Support” of the Service directly to your Users.
First Line Support is intended to help your Authorised Users and End Users answer common questions, resolve common technical issues and provide basic workarounds or solutions. You are responsible for providing your Authorised Users and End Users with:
(i) a direct response with respect to inquiries concerning the performance, functionality or operation of the Services;
(ii) a direct response with respect to problems or issues with the Services;
(iii) a diagnosis of problems or issues of the Services; and
(iv) a resolution of problems or issues with the Services.
Prior to lodging a Support Request, you agree to use reasonable efforts to diagnose or resolve any support issues. If you are unable to remedy the issue, you may seek “Second Line Support” from us.
Second Line Support is provided by us and consists of:
(i) a diagnosis of technical problems or issues with the Service; and
(ii) assurance that reasonable efforts have been undertaken to resolve reported and verifiable errors and defects so that the Services perform in all material respects.
In the course of providing Technical Support, we may review Support Requests logged by your Support Contacts, and may recommend specific organisational and process changes to assist you with the practices described in this Policy.
2.2 Hours of support
The Helpdesk Service is accessible 24 hours a day, 7 days a week for you to access help documentation and lodge Support Requests.
Support Requests are serviced during Business Hours unless otherwise agreed in writing.
Emergency support may occasionally be available outside of normal Business Hours for Support Requests identified as Fatal and Severe (refer to definitions below). Support Requests that are not identified as Fatal or Severe, may be serviced at additional fees.
2.3 Designated Support Contacts
Designated Support Contacts must be allocated by you as the points of contact for interacting with any of our technical support channels. The number of Support Contacts is limited as specified in your Order Form. Additional Support Contacts can be purchased for the fees specified in the Order Form or as otherwise advised to you.
Only your Support Contacts can lodge Support Requests on our technical support channels. Your Support Contacts must be knowledgeable about the Services in order to help us resolve any technical support issues. At a minimum, your Support Contacts are required to have initial basic product training, supplemental training appropriate for a specific role or customisation as needed.
You may transfer the responsibilities of any Support Contacts to another individual. You are required to notify us whenever Support Contact responsibilities are transferred.
3. Support Systems
3.1 Helpdesk Service
To help you get the most out of the Services and manage your Support Requests in the most efficient manner possible, an online Helpdesk is accessible to you at the following URL:
The Helpdesk provides a variety of support documentation and can be accessed by your Authorised Users. It also provides a system for lodging and tracking your Support Requests.
For some subscription packages, phone support may also be provided during Business Hours and can be reached by contacting our main office number at (+61) 3 8415 1513.
To use the Help Desk, your Authorised Users will be required to create a user account on the Helpdesk. Detailed instructions for creating a user account will be provided to you as part of your onboarding documentation.
3.2 Submission of Support Requests
All Support Requests must be lodged via the Helpdesk by a nominated Support Contact. In the event that the Helpdesk Service is unavailable, Support Requests can also be reached by sending an email to firstname.lastname@example.org.
Details about how to lodge a Support Request are provided in your onboarding documentation.
To assist us with diagnosing and resolving any technical support issues, your Support Contacts are required to include the following information at a minimum:
(i) a detailed description of the issue including screenshots;
(ii) the url of the page where the issue occurred;
(iii) the username of the user that experienced the issue;
(iv) a description of what steps were taken in the lead-up to the issue occurring; and
(v) steps taken to reproduce the issue (where possible).
When lodging a Support Request, your Support Contact must clearly identify the issue in the title and fill out all fields as required to the best of their ability. When we receive a Support Request from you, our initial focus will be to resolve the issues underlying the Support Request.
3.3 Response to Support Requests
Upon processing your Support Requests, we will provide a written response to your Support Requests via the Helpdesk or email. This response may include but is not limited to:
(i) providing a confirmation when a Support Request has been received;
(ii) requesting further clarification or follow-up information from you;
(iii) notifying you of any proposed change to the initial Severity Level Definition;
(iv) adjusting the ‘Status’ of any Support Request;
(v) instructing you how to resolve the issue or providing your with a workaround;
(vi) notifying you of the root cause of the Support Request for Severity 1, 2 and 3 issues;
(vi) notifying you when the Support Request has been resolved for Severity 1, 2 and 3 issues; and
(viii) identifying the potential customer impact following the resolution of the Support Request for Severity 1 and 2 issues.
3.4 Support Request Status
During the processing of your Support Request, we will assign various statuses to the Support Request to keep you up to date.
These statuses are described below.
When a Support Request is first lodged, it is automatically given the ‘Open’ status.
‘Open’ Support Requests have been submitted but have not yet been processed by our support Personnel.
Once we has reviewed your Support Request, its status will be set to ‘Pending’. ‘Pending’ indicates that your Support Request has been reviewed by our Support Personnel and is being investigated.
Waiting for Customer
If during the course of processing your Support Request, we require further information from you or propose a solution or workaround that we believe you can action, we will set the Support Request status to ‘Waiting for Customer’ and mark your ticket as ‘Waiting for your response’.
Once we have adequately responded or actioned a solution to your Support Request, we will change its status to ‘Resolved’. Once a Support Request has been set to ‘Resolved’, you are responsible for testing any solution actioned by us on your Production Environment to ensure that it has been properly applied.
Once you have confirmed your issue has been adequately resolved its status will be set to ‘Closed’. This indicates the Support Request has been fully actioned.
3.5 Closing of Support Requests
Support Requests may be closed by us in the following cases:
(i) the Support Request has been nominated as ‘Waiting for Customer’ for more than 5 Business Days;
(ii) the Support Request has been ‘Resolved’, but not ‘Closed’ by you for more than 5 Business Days; or
(iii) we were unable to resolve the issue after all reasonable efforts.
4. Issues Management
4.1 Severity Level Definitions
To help us triage technical support issues, each Support Request will be assigned a Severity Level. Severity Levels indicate the urgency associated with resolving any technical issues you may experience.
The following definitions are used to determine Severity Levels:
Severity 1 - Fatal
Severity 1 events are of the most critical nature and are of the highest priority. This category is characterised by outages in the Services that have an extreme business impact and make it completely unavailable for all Authorised Users and End Users.
Severity 2 - Severe
Severity 2 events are defined by a severe loss of a part of the Services, where the vast majority of users cannot reasonably continue work, and are characterised by the following:
(i) loss of critical or important features that do not have any acceptable workaround;
(ii) the system hangs indefinitely, causing unacceptable or indefinite delays for resources or response;
(iii) data loss or corruption is experienced.
Severity 3 - Major
Severity 3 events are defined by issues that disrupt an important, but a non-critical function of the Services and are characterised by the following:
(i) major components or core functionality of the system are unavailable or not usable for a limited number of Users;
(ii) the issue is generally isolated in nature, and affects only a small portion of the Services;
(iii) a majority of Users complain about a defect that would otherwise be classified as Minor.
Severity 4 - Minor
Severity 4 events are defined by non-material issues that do not majorly disrupt your Users daily business activities, or activities of End Users, and are characterised by the following:
(i) a core function or feature is failing in rare or difficult to reproduce scenarios;
(ii) a non-core function or feature is not usable or does not work in one or more of its commonly used scenarios.
Severity 5 - Trivial
Severity 5 events are defined where a function or feature is working, but not as preferred or expected and with no real detriment to the Services.
4.2 Severity Level assignment
At the time a Support Request is lodged, you must assign the Severity Level of the issue in accordance with the Severity Levels Definitions of this Policy. Once we review your Support Request, the Severity Level assignment will be reviewed by our Support Personnel, and if required, downgraded or upgraded as required as described below.
If during the processing of the Support Request, the issue no longer warrants the Severity Level assigned by you, you may change its Severity Level at any time.
4.3 Severity Level downgrades and upgrades
If during the processing of the Support Request, the issue no longer warrants the Severity Level that is currently assigned based on its current impact on your Production Environment, then the Severity Level may be downgraded or upgraded to the Severity Level that most appropriately reflects its current impact.
If you decide to upgrade the Severity Level after your initial lodgment of a Support Request, you must provide us with sufficient information to justify the upgrade.
We reserve the right to upgrade or downgrade your Support Requests at our discretion if we believe your Support Request does not meet our Severity Level Definitions. Our decisions are final.
4.4 Adherence to Severity Level Definitions
You agree that any Severity Level assigned or adjusted by you is accurate based on the current impact of the issue on the Production Environment and the Severity Level Definitions of this Policy.
It is not acceptable to assign or adjust a Severity Level that does not meet the Severity Level Definitions of this Policy due to any business need or priority.
You acknowledge that we are not responsible for any failure to meet performance standards caused by your misuse or misassignment of Severity Level Definitions.
4.5 Priority Support
For issues that require escalation due to an urgent business need or priority, you may request access to our Priority Support by using any available Priority Support Credits (“PSC”). Priority Support Credits will allow you to increase the responsiveness of our support Personnel to resolve your Support Request, regardless of the actual Severity Level Definition.
If you do not have any PSC remaining, or do not have them associated with your Services, you may be able to purchase these at an additional cost. The cost will depend on the complexity associated with resolving your Support Request and on our available resources at the time.
To access Priority Support, your Support Contact must request Priority Support as part of your Support Request to the Helpdesk. We will advise you whether we are able to accommodate your Priority Support request, and will deduct any PSC you have remaining.
We will make all efforts to accommodate Priority Support requests where possible. However, we cannot guarantee that we will be able to action any Priority Support requests, even if you have PSC available. In the case where we are unable to accommodate your Priority Support request, and you have PSC available, we will credit you with an additional PSC for the following month.
PSC must be used in the month they are allocated, and cannot be rolled over.
5. Limitations and Exclusions
Our Technical Support services are limited. We will not provide Technical Support in cases where:
(i) there is an improper use of the Services in a way that is unintended as outlined in any support documentation or other guidance provided by us;
(ii) you fail to respond to any of our requests for additional information within a reasonable period of time;
(iii) we cannot replicate your issue after reasonable efforts to do so;
(iv) issues are caused by corrupted, faulty or otherwise inappropriate data used with the Services by you;
(v) there is continued use of otherwise deprecated features;
(vi) you use any third party products or make modifications to any software that cause the issue;
(vii) you are using a version, feature, or other functionality that is labelled as “beta” or “experimental”;
(viii) you or your End Users do not meet the minimum system or compatibility requirements; or
(ix) you are in violation of the Acceptable Use Policy or other terms of your Customer Agreement;
Our Technical Support services do not include the provision of any of the following services:
(i) provision of strategic advice;
(ii) responding to requests that are unrelated to the provision of Services;
(iii) direct support to End-users; or
(iv) support for non-Production Environments.
6. Changes to this Policy
We reserve the right to modify this Policy from time to time, at our sole discretion, and the modified Policy shall be effective thirty (30) days after you have been notified that it has been posted on our website at www.the-hive.com/legal/support. You acknowledge and agree that you are responsible for reviewing the most recent version of this Policy posted on our website.
See previous Version 1.1