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Support Policy

 

As referenced in our Terms of Service agreement under which you obtain and are granted the right to use Speech Fusion’s product (the “Product”) and the applicable Order From under which you ordered Support Services, this Support Services Policy document is the primary document used to communicate Speech Fusion’s support policies. This Support Services Policy sets forth Speech Fusion’s support terms and conditions, as well as provides a description of Speech Fusion’s technical support levels.

1. Definitions

Capitalized terms used herein shall have the meaning set forth below, or in the Agreement, as applicable:

  • “Error” means an error in the Software which causes a material non-conformity of the Software with the specifications therefore set forth in Speech Fusion’s published documentation (the “Documentation”).
  • “Error Correction” means the use of reasonable commercial efforts to correct Errors.
  • “Fix” means the repair or replacement of object or executable code versions of the Software to remedy an Error.
  • “Workaround” means a change in the procedures followed or data supplied by Customer to avoid an Error without substantially impairing Customer’s use of the Software.

2. Technical Contacts

Technical contacts are the liaisons between Customer and Speech Fusion for technical support for the Speech Fusion Software. Technical contacts should have, at a minimum, read and understood Speech Fusion’s product documentation, to ensure that they are knowledgeable about the Speech Fusion Software, and its operating environment in order to help resolve system issues and to assist Speech Fusion in analyzing and resolving support problems.

3. Speech Fusion Support Lifecycle

Speech Fusion’s policy is to provide ongoing Support Services for its products and periodically introduce new versions as they become available. Users requiring support should refer to the latest released version of the product.

4. Severity Definitions

  • Severity 1 – Customer’s production use of the Speech Fusion Software is stopped or so severely impacted that it cannot continue to operate, and the Customer has experienced a complete loss of the production service. The operation is mission critical to the business and the situation is an emergency.
  • Severity 2 – Customer is experiencing a severe loss of service. Important features are unavailable with no acceptable workaround; however, operations can continue in a restricted fashion.
  • Severity 3 – Customer is experiencing a minor loss of service. The impact is an inconvenience, which may require a workaround to restore functionality
  • Severity 4 – Customer is requesting information, a product enhancement, or documentation clarification regarding Speech Fusion Software.

Severity 1 technical support requests should be made via email to SpeechFusionDomain@gmail.com. Severity 2 – 4 technical support requests may be submitted online through Speech Fusion’s web-based customer support systems or by email.

 

5. Scope of Support Services

  • Support Hours. Regular support hours are from 9:00AM to 5:00PM Pacific Time on Speech Fusion’s regular business days.
  • Maintenance Release. From time to time, Speech Fusion provides Updates of the Software to Customer that Speech Fusion makes generally available to its maintenance and support customers for no additional fee. All such Updates shall be considered “Software” and shall be subject to the terms and conditions of the Agreement.
  • Modifications of Software. Speech Fusion may, in its sole discretion and only pursuant to a Services Attachment executed by Speech Fusion and Customer, accommodate requests for modifications, however, Speech Fusion is under no obligation to incorporate those requests from Customer in future releases of the Software, or to provide Support Services for such modifications.
  • Error Correction. Speech Fusion shall exercise commercially reasonable efforts to correct any Error reported by Customer in the current unmodified release of Software.
  • Exclusions. Speech Fusion shall have no obligation to support: (i) altered or damaged Software or any portion of Software incorporated with or into other software; (ii) Software that is not the then current release; (iii) Software problems caused by Customer’s negligence, abuse or misapplication, use of Software other than as specified in Speech Fusion documentation or other causes beyond the control of Speech Fusion. Speech Fusion reserves the right to change the maintenance services it offered at the end of any maintenance term.
  • DISCLAIMER OF WARRANTY. THESE TERMS AND CONDITIONS DEFINE A SERVICE ARRANGEMENT AND NOT A SOFTWARE WARRANTY. ALL LICENSED PRODUCTS AND MATERIALS RELATED THERETO ARE SUBJECT EXCLUSIVELY TO THE WARRANTIES SET FORTH IN THE AGREEMENT. THESE TERMS AND CONDITIONS DO NOT CHANGE OR SUPERSEDE ANY TERM OF ANY SUCH AGREEMENT.
  • Changes. This Support Services Policy may be updated from time-to-time and is subject to change at Speech Fusion’s discretion.