a. Customer problem reports must include: (i) complete contact information, (name, title, Customer name, email address, phone number, and time zone) for all parties involved in the issue; (ii) provide the status of the Software; (iii) include copies of event logs; (iv) include general information about the system setup and topology of all systems that the Software communicates with; (v) provide a historical description of the problem or issue, from the Customer’s perspective, detailing chronology and troubleshooting efforts already completed. Customer personnel contacting Run:ai for support must be trained on the Software, and knowledgeable about the incident.
b. Customer may be required to provide a means for Run:ai to perform remote diagnostic procedures and to deliver the Run:ai Solution and related updates, revisions and enhancements electronically.
c. Support and maintenance services do not include, and Run:ai shall not be obligated to perform services as a result of or in connection with: (i) support or maintenance services performed by parties other than Run:ai;(ii) problems resulting from incorrect use of the Run:ai Solution; (iii) hardware, network or related products except for the Run:ai Solution; (iv) any version of the Run:ai Solution as to which a subsequent version was released more than twelve months earlier; (v) products and services provided by Run:ai free of charge.
d. Run:ai’s maintenance and support services are subject to Run:ai’s Product Support Level Policy at
www.run.ai/Product-Support-Level-Policy
