Support Policy

This Support Policy (“Support Policy”) describes the policies and procedures under which Maxio provides support and maintenance services (“Support Services”) to its customers. Support Services are provided pursuant to the Master Subscription Agreement (“Agreement”) and the applicable Agreement entered into between Maxio and Customer and this Support Policy. Support Services are provided for the Subscription Term and at the support level(s) specified in the applicable Agreement. Capitalized terms not otherwise defined in this Support Policy have the meanings given in the Agreement or the Agreement.

This Support Policy is subject to change at Maxio’s discretion; however, such policy changes will not result in a material reduction in the level of support services provided during the period for which fees for the applicable Services have been paid.

1. Terms of support

The following terms govern the technical support Maxio provides:

• Technical support consists of support provided by Maxio in its reasonable judgment so that the software utilized to perform the Services (“Software”) as provided under the Agreement operates materially in accordance with the User Guide.
• The Support Services will be performed in a timely and professional manner by qualified support individuals in accordance with this Support Policy.
• Maxio will provide technical support as long as the Customer is currently paying applicable Fees pursuant to the Agreement and is otherwise materially compliant with the terms and conditions of the Agreement for the applicable Subscription Term.

2. Support period

The following terms set when Support Services begin and end:

• Support Services commence on the first day of the Subscription Term and end upon the expiration or termination of the Subscription Term under the applicable Agreement (the “Support Period”).
• Maxio is not obligated to provide Support Services beyond the end of the Support Period.

3. Fees

The following terms cover what Support Services cost:

• The Fees paid for the Services under an Agreement include the Support Services described in this Support Policy.
• Maxio will not separately invoice the Customer for support provided as part of the Subscription unless otherwise outlined in the Agreement.

4. Support obligations

Maxio’s obligations depend on whether your Agreement specifies Premium Support.

4.1 Premium Support

Where the Agreement specifies “Premium Support,” the following terms apply:

• The Premium Support response times supersede the Standard Support response times.
• “Business Day” is defined as Sunday 8:00 PM to Friday 8:00 PM Eastern Time, excluding New Year’s Day, Christmas Eve, Christmas Day, and the period from Christmas Day through New Year’s Day for Winter Break.
• Critical support will be provided 24 hours a day, 7 days a week, 365 days a year with no holiday closures (24/7/365) solely for Severity Level 1 and 2, as defined.

Severity levels are defined under Response times and service level agreements (SLAs).

4.2 Submitting support requests

Consult the Maxio Help Center first, since most questions are answered there. If you cannot find a solution, submit a request through the online Maxio Support form or email support@maxio.com.

Provide the following information with every request:

• A link to the instance where the issue is occurring.
• A clear description of the error and the relevant configuration.
• Any relevant data or logs that help diagnose the issue.

Be prepared to answer further questions and to participate in a video call if the technical team needs one.

Related information

Support Holidays lists the holidays each Maxio Support region observes, along with the company-wide closure referenced in the Business Day definition above.