Marijuana Software: Support and Support-Related Obligations
All support services, except for access to Marijuana Software forums, online documentation, online communities, and online issue submissions will be provided only to Customer’s administrative Users. Customer is responsible for primary or front-line support to Customer’s end Users.
Definitions for Support
"24/7 Support" means Marijuana Software will respond within 24 hours, regardless of the day and time the request for support is made, for Critical Issues and within 48 hours for all other issues.
"Critical Issue" means an issue that renders the Cloud Services inoperable or essentially inoperable.
"Phone Support" means reasonable telephone support from 10:00 a.m. to 6:00 p.m. PST, Monday through Saturday, exclusive of Marijuana Software’s standard business holidays.
Customer’s Support-Related Obligations. Customer will provide Marijuana Software with all information and materials requested by Marijuana Software for use in replicating, diagnosing, and correcting an error or other problem with the Services reported by Customer to the extent such information and materials are reasonably available to Customer. Customer acknowledges that Marijuana Software’s ability to provide satisfactory support is dependent on Marijuana Software’s having the information necessary to replicate the reported problem. In reporting an error to Marijuana Software, Customer will send a complete and accurate error report that includes (1) Customer name and on-site technical contact information; (2) platform and versions; (3) a reasonably detailed description of the error, together with any supporting information that Customer’s engineers believe will assist Marijuana Software in its diagnostic process; (4) any error message(s) or other message(s) generated by the system in association with the error; (5) any applicable trace files and error logs; (6) a test case or instructions necessary to demonstrate the error; (7) identification of any additional information (such as dumps, logs, etc.) that are, or can be made, available; and (8) the date and time that the error report is submitted to Marijuana Software.
Exclusions from Support. Marijuana Software is not obligated to provide support for any issue caused by (1) misuse of the Services by Customer, its customers, or clients; or (2) use of the Services by Customer, its customers, or clients in combination with any third-party products or devices that have been identified by Marijuana Software as being incompatible with the Services.