Maintenance and Support Services Terms

Effective from 01.09.2024

INTRODUCTION
These Maintenance and Support Services Terms include details of, and certain additional terms that apply to, the Maintenance and Support Services which JAVLN provides in relation to its SaaS Services and Data Services.

Where the Customer has signed a Subscription Agreement which includes Maintenance and Support Services, these Maintenance and Support Services Terms apply and form part of the Agreement as defined in the JAVLN Terms of Service.

Terms defined in the Terms of Service have the same meaning when used in these Maintenance and Support Services Terms.
MAINTENANCE AND SUPPORT SERVICES
The Maintenance and Support Services are made up of Maintenance Services (described in section 2.1) and Support Services (described in section 2.2).
- 2.1 Maintenance Services:
  1. Monitoring and maintenance of each SaaS Service and Data Service, including correction of failures of the Service to comply with its applicable Documentation (Errors).
  2. Services performed in connection with reported issues which later are determined not to be Errors shall be treated as Support Services under section 2.2 below and will, to the extent that the Monthly Support Limit referred to in that section is exceeded, incur additional charges payable by the Customer at JAVLN's then current hourly rates (Standard Rates).
- 2.2 Support Services:
  1. The provision of technical advice, support and assistance on matters relating to the SaaS Services and Data Services, other than those related to the reporting and correction of Errors (which are covered by the Maintenance Services in section 2.1).
  2. A maximum of number of hours of Support Services as stated in the Customer's relevant Subscription Agreement will be available per month (referred to as the Monthly Support Limit). The Monthly Support Limit applies in the aggregate for all Support Services across all SaaS Services and Data Services and is non-cumulative (i.e. unutilised hours do not carry over to the next month). Any Support Services in excess of the Monthly Support Limit will be chargeable at JAVLN’s Standard Rates.
- 2.3 Accessing JAVLN Support:
  1. JAVLN Support may be contacted directly during Normal Working Hours. Unless advised otherwise, Normal Working Hours are:
    1. for Customers located in Australia, 9:00am to 5:00pm, Monday to Friday (excluding public holidays) in Victoria, Australia; and
    2. for Customers located in the rest of the world (including New Zealand): 9:00am to 5:00pm, Monday to Friday (excluding public holidays) in Auckland, New Zealand.
  2. Issues can also be logged via email or via JAVLN's Online Customer Support System, as follows:
    Online: https://support.javln.com/
    
    email at: support@javln.com [for JAVLN Insurance and Data Services]
    
    email at: support@technosoftsolutions.com.au [for JAVLN Officetec]
  3. Support outside of Normal Working Hours will be provided on a reasonable efforts basis. Any support outside of Normal Working Hours will be charged at JAVLN's Standard Rates (except where this is required to investigate and correct a Severity Level 1 Error).
  4. When an issue is logged, JAVLN will investigate the cause of the issue and advise the Customer of the results of the investigation. JAVLN will use reasonable efforts to organise and implement a solution. Additional charges may apply in accordance with section 2.1(b) above.
  5. By logging a Severity Level 1 support issue outside of Normal Working Hours, the Customer implicitly approves two (2) hours for the investigation of the issue. JAVLN support staff will report back to the Customer within these initial 2 hours either with a ‘Final Report’ where the support issue has been completed or alternatively an indication as to how long the investigation and resolution is anticipated to take. Such indications are provided as an estimate and do not constitute a fixed quote. If additional time is required JAVLN support will contact the Customer and seek approval to continue working on the issue with a new estimate of the time required. Investigation and resolution will not occur until approval has been received.
  6. Support is limited to investigation and resolution of issues relating to the JAVLN product suite including their Underlying Systems. JAVLN is not responsible for supporting or maintaining any Data Supplier Systems (as defined in the Data Services Terms) which are used to supply or deliver Licensed Data or any Third Party Apps or Third Party App Services (as defined in the Terms of Service).
- 2.4 Severity Levels:
  In order to prioritise work between service requests JAVLN recognises four levels of severity for issues (Severity Levels), as follows:

Severity Level	Brief Description	Explanation
1 – Critical	Critical Business Impact	The issue is critical in nature where Customer's production use of the Service is stopped or so severely impacted that the Customer cannot reasonably continue business operations using the Service. It may result in a material and immediate interruption of Customer’s business operation that will cause a loss of Customer Data and/or restrict availability of such data and/or cause significant financial impact.
2 – High	Significant Business Impact	An issue where: (a) one or more important functions of the Service are unavailable with no available workaround; or (b) Customer’s production use of the Service is continuing, however, there is a serious impact on the Customer’s business operations that is not otherwise captured by Severity Level 1.
3 – Medium	Some Business Impact	An issue where: (a) important Service features are unavailable, but a workaround is available; or (b) less significant Service features are unavailable with no workaround available, and this is causing minor loss of business operation functionality.
4 – Low	Minimal Business Impact	An issue that has minimal impact on business operations or basic functionality of the Service.