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Support Policy

Last Updated: July 19, 2019

Maintenance from Trovata, Inc. (“Trovata”) consists of infrastructure and application support provided by Trovata in its sole judgment in order that the services provided under the Trovata SaaS Services Order Form and Trovata SaaS Services Agreement (“Agreement”) may operate satisfactorily.

Maintenance.  Maintenance will be provided in a timely and professional manner by qualified support personnel in accordance with this Support Policy.

Severity 1 Incidents. All severity 1 incidents will be coordinated by the CTO with the following requirements:

  • Response and remediation will occur within 24 hours of receiving notice;
  • A dedicated engineering triage group will coordinate the investigation of the issue and continue until the issue has been resolved regardless of existing work scope;
  • A dedicated point of contact will coordinate communication and status updates with the customer for all activities performed;
  • All investigative activities will be meticulously documented inclusive of:
    • meeting minutes;
    • data log access;
    • customer requests;
    • identified issues with reproduction steps;
    • identified intrusions with source data if available;
    • remediation steps and changes introduced; and
  • Resolutions will be introduced immediately after approvals made by the CEO or CTO.

Disaster Recovery Incidents. All severity 1 incidents must be coordinated by the CTO with the following requirements:

  • Response and remediation will occur within 24 hours of receiving notice;
  • A dedicated point of contact will coordinate communication and status updates with the customer for all activities performed;
  • Dedicated team will coordinate investigation of the extent of any data loss inclusive of:
    • affected customers;
    • source of data loss;
    • future impact analysis;
  • Restoration of environments will be initiated immediately upon identification of safe pathways to do so; and
  • After action, report and risk mitigation will be documented and delivered to the CEO and CTO for approval prior to delivery to any affected customers or stakeholders.

This Policy may be updated by Trovata from time to time in its sole discretion, however such updates will not result in a material reduction in the level of Maintenance provided for which the applicable service fees have been paid.

You are only eligible to receive Maintenance if you have an active Agreement, remain current on all applicable service fees due and payable to Trovata, and are otherwise compliant with your applicable contractual obligations.