BanQu — Website & Blockchain Application Support Policy
This Software as a Service (“SaaS”) Support Policy apply to the support provided to our customers who include a support package in their service license purchases. The Customer Support Site can be accessed at http://support.banquapp.com. (Note: This portal is in process of being developed/deployed.)
BanQu provides customer support in two packages – Basic Care and Premium Care, details of which are listed at the end of the document. Technical support is provided for issues that are demonstrable in supported releases.
BanQu provides the following support for Product issues related to the Product or to Product customization executed by the BanQu application (BanQu Code) in relation to the production instance.
Product support excludes Support Services for Product customization executed by customers without BanQu (Non-BanQu Code). Any review or advice BanQu provides regarding Non-BanQu Code shall be:
Product Releases and Upgrades
Frequency of Product releases will be aligned to the BanQu Product Roadmap and are provided free of cost. Product upgrades may contain, but are not limited to, critical fixes, added functionality, and documentation updates. Support Services shall be limited to the most current version of the Product and the previous two generally available versions (“Applicable Releases”). Any Support Services for generally available releases other than Applicable Releases will be deemed extended Support Services and will be provided at mutually agreed rates, on a case-by-case basis.
Customer Support Portal (Currently in Development)
BanQu provides customers with “First Line Support”. Customers are served via a dedicated support portal to log a case, or to get information on package version updates, newly added features, resolved issues, and much more.
Technical Support Contacts and Responsibilities
Severity Level Definitions
All issues reported by customers shall be assigned a Severity Level at the time the issue is logged in the Support Portal. The parties may agree to re-classify severity levels that have been incorrectly assigned or as issues are resolved or workarounds become available. Issues shall be classified as follows:
Severity 1 (Complete Loss of Service) – means that in the production instance, BanQu Code is not functioning to the degree that
Severity 1 issues identified by the customer and approved by BanQu technical staff require the customer to have dedicated resources available and on-call to assist with the resolution of the issue.
Severity 2 (Significant Loss of Service) – means BanQu Code is not functioning to the degree that
Severity 3 (Minor Loss of Service) – means that BanQu Code is operating close to normal, but there is a non-critical issue for which an operational bypass exists for such an error
Cases identified as Product enhancements, additional Product functionality, or customization to the Product will be considered for the BanQu Product Development Roadmap or may be addressed under a specific customer statement of work for a customization. These cases are reviewed and addressed by BanQu Product Management on a case-by-case basis.
Change of Severity Level
BanQu Support Staff will adjust downgrades and upgrades of the Severity Level of an issue to reflect the most current impact on production. In requesting any assignment of a higher Severity Level, customers must provide BanQu with sufficient data to support the increased adverse impact on production and business activity. Customer is responsible to provide the correct data to justify the business impact. BanQu is not responsible for any failure to meet specified targets caused by customer’s incorrect information or misjudgment of Severity Levels.
Response Times (See Package Explanation Grid Below)
BanQu does not guarantee resolution time, as this varies on a case-by-case basis. BanQu technical support staff will use commercially reasonable efforts to promptly respond to the logged cases based on published Service Level policies. If a resolution demands a complicated fix, BanQu Engineering staff may provide reasonable workarounds enabling the customer to avoid losing critical business time. If a reasonable workaround is available to the issue logged to make it work as per the published documentation, BanQu will not be under any obligation to fix the reasonable workaround.
BanQu Engineering staff will make every effort to meet the Service Care Objectives stated in the table below. Customer Success Engineering staff will be committed to engage with the customer contact (24×7) to resolve Severity 1 issues until the issue is resolved or until a workaround is provided to downgrade the case to a lower severity.
To increase the number of BanQu licenses you have, please file a support case specifying the number and type of additional licenses needed, Admin and/or Standard. An invoice will be promptly sent to you to cover your required new licenses. Once payment is received, the additional licenses will be provisioned for you within four (4) business days.
BanQu, Inc. SaaS Support Packages
We recognize the critical importance of quick response times to the cases or issues faced by customers. BanQu offers two support packages to take care of contingencies.
Target Response Times
Complete Loss of Service (Severity 1)
Significant Loss of Service (Severity 2)
Minor Loss of Service (Severity 3)
8 hours / 24 x 7 engagement
4 business days
20 business days
4 hours / 24 x 7 engagement
1 business days
5 business days
Package Version Updates
Account on BanQu, Inc. Support Desk
Multiple times a year
Multiple times a year