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:
All investigative activities will be meticulously documented inclusive of:
Disaster Recovery Incidents. All severity 1 incidents must be coordinated by the CTO with the following requirements:
Dedicated team will coordinate investigation of the extent of any data loss inclusive of:
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.