Standard Support (Included in the license subscription)

Support Availability

Veertu shall make Support available through via e-mail sent to support@veertu.com and through Veertu’s designated support portal.

Issue Classification

Issues shall be classified in accordance with the below priority levels based on Veertu’s determination based on the following criteria: 
PriorityDescription
HighMaterial adverse impact to Licensed Software operation.
MediumA non-business critical issue, where the majority of the functions of the Licensed Software are still usable and/or a limited issue that can be reasonably circumvented.
LowMinor issue or question that does not materially affect the function of the Licensed Software or that can be readily circumvented.
Response Time

Veertu shall respond to Support requests in accordance with the Standard Support tier unless indicated differently in the order form and corresponding support agreement. 
PriorityStandard (included as part of License Fee)
High24 business hours
Medium48 business hours
Low48 business hours
References to “business hours” means Monday through Friday, 8:00 AM to 5:00 PM Pacific time (other than Veertu company holidays).  The above response times are the timeframes within which Veertu personnel will respond to the request, and do not cover a timeframe for resolving the request.  The licensee shall first attempt to confirm the source of the problem as an error within the Licensed Software that is not attributable to the Licensed Software.