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SUPPORT TERMS

Last updated: January 31, 2025

Chexology Support Policy

This Support Policy applies to Chexology Software Support ("Software Support") and Chexology Hardware Support ("Hardware Support," and collectively with Chexology Software Support, "Support Services") provided by Chexology, a US-based company operating under Eastern

Standard Time (EST).

Incident

Each incident submitted for Support Services will be issued a ticket number. An “Incident” refers to a single support issue with the Services and the reasonable effort required to resolve it. A single support issue cannot be divided into sub-problems, regardless of the effort required. If an issue consists of multiple problems, a separate Incident will be required to address each one.

Error

We refer to “Errors” as a reproducible failure of the Services to perform in substantial conformity with applicable documentation. When reporting an Incident involving a suspected Error, you must provide detailed information, including an example, the context in which it was encountered, details of your configuration, and the steps necessary to reproduce the Error.

Severity

We prioritize ticket handling based on severity, which we determine at our sole discretion on a case-by-case basis.

Urgent: We classify an Incident as “Urgent” priority when a substantial portion of the Services is non-operational and cannot be restarted, or there is an Error with a critical component that renders a major function of the Services completely unusable, or an Error causes a third-party, mission-critical application to be unstable.
High: We classify an Incident as a “High” priority when there is an Error with a critical component that causes a significant impact on the Services, making it difficult but not impossible to use.
Medium: We classify an Incident as “Medium” priority when there is a non-critical degradation of performance or function in the Services or a minor intermittent problem occurs, with a commercially reasonable workaround potentially available.
Low: We classify an Incident as “Low” priority when an enhancement to information, questions, design, or documentation issues concerning the Services or Errors with little or no effect on normal operations is submitted.

Support Services

Support Services are limited to troubleshooting and resolving issues related to the core functionalities of the Services. Installation, deployment, or third-party application assistance is not included. We do not represent, warrant, or guarantee that any of the Support Services provided will correct or resolve any Error within any specific time period.

Chexology is under no obligation to provide Software Support if you fail to upgrade or update the Services to the latest release version or to maintain the Services as described in our documentation or as specified in any Support Services received from us. Additionally, we are under no obligation to provide Support Services as a result of any unauthorized third-party actions or any causes unrelated to the products as delivered by us, including modifications made by you or on your behalf.

Support Levels

Chexology offers two support programs: Basic Support and Premium Support. Upon account creation, you are automatically enrolled in the Basic Support Program unless otherwise specified in your Order. If you opt for Premium Support or custom Software Support, the specific terms will be outlined in your Order and will supplement or override these standard terms where applicable.

Basic Support

The Basic Support program offers:

Updates and Upgrades: Access to service packs and patches released to correct issues with our software and new releases of our software.
Online Ticket Submission: Submit support tickets 24/7 via help@chexology.com. Responses to submitted Incidents will primarily occur during business hours.

Premium Support

The Premium Support program includes all the benefits of Basic Support, plus:

Phone Support: Report Medium, High, or Urgent incidents directly to a dedicated Support Specialist by phone.
Direct Email Support: Submit Medium, High, or Urgent incidents directly to a dedicated Support Specialist via email.

Operating Hours

Chexology is a US-based company, and our Support Services operate under Eastern Standard Time (EST). Operating hours are Monday through Friday, 9:00 AM to 7:00 PM EST, excluding US public holidays. International clients should note that all support times and service level agreements (SLAs) are based on EST.