Support Services
RUBY.IO, INC. D/B/A NUE.IO SUPPORT SERVICES
1. CONTACTING SUPPORT
- 1.1 Customer may designate up to two primary Customer Contacts. Customer may also designate one backup Customer Contact for each primary Customer Contact. Customer shall provide Nue.io a list of its Customer Contacts as well as updates to that list as appropriate.
- 1.2 Customer Contacts can communicate with Nue.io support as follows: Customer Portal: support@nue.io
- 1.3 Support is available 8:00 a.m. to 6:00 p.m. PST time zone, Monday through Friday, excluding Nue.io holidays.
2. RESPONSE LEVELS. Nue.io will respond to submitted cases as follows:
| Priority | Definition | Response Level |
|---|---|---|
| P0 | Urgent: The Nue.io Service on the production system is not accessible or operational. | Support for P1 cases is available from 6:00 a.m. to 6:00 p.m. PST time zone, Monday through Friday, excluding Nue.io holidays. Initial response within 1 business hour of case being submitted. The designated Customer Contact will be updated twice daily during business days regarding progress. Actions to resolve will commence within 1 business hour. |
| P1 | Important: (1) The Nue.io Service on the production system is operational but experiencing a major functional loss that impedes transactions from being completed; or (2) the development/test system is not accessible or operational. | Support for P2 cases is available from 6:00 a.m. to 6:00 p.m. PST time zone, Monday through Friday, excluding Nue.io holidays. Initial response within 2 business hours of case being submitted. The designated Customer Contact will be updated daily during business days regarding progress. Actions to resolve will commence within 4 business hours. |
| P2 | Necessary: (1) The Nue.io Service on the production system is experiencing a functional loss that does not significantly impede transactions from being completed but that affects performance or user quality; or (2) the development/test system is experiencing a major functional loss that impedes transactions from being completed. | Initial response within 4 business hours of case being submitted. The designated Customer Contact will be updated weekly regarding progress. Actions to resolve will commence within 2 business days. |
| P3 | Minor: (1) The Nue.io Service has a cosmetic or other minor error that does not affect its performance or functionality; or (2) Customer questions regarding use of the Nue.io Service. | Initial response within 1 business day of case being submitted. The designated Customer Contact will be updated upon request. |
| P4 | Enhancement Request: Request for a new feature that does not currently exist in the Nue.io Service. | Requests will be logged and evaluated in Nue.io' sole discretion for inclusion in a future release. The designated Customer Contact will be updated upon request. |
3. CUSTOMER RESPONSIBILITIES.
- 3.1 Customer shall cooperate with Nue.io and provide relevant information to enable Nue.io to reproduce, troubleshoot and resolve the experienced error.
- 3.2 Customer shall designate at least one primary IT contact and one backup IT contact, who shall be the primary IT contacts for Nue.io and Customer Users with regard to Customer IT issues across all Customer sites. Customer IT issues include issues relating to Customer's hardware, software, desktop setup, network, ISP and all other technical issues for which Customer is responsible that may affect Customer's ability to access and use the Nue.io Service.