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Support Terms

Standard Service Level Agreement

FaceFirst responds to customer support requests Monday through Friday from 5 a.m. to 7 p.m. Pacific Standard Time, excluding FaceFirst company holidays. FaceFirst strives to resolve all support requests within the priority response times listed below. If FaceFirst is unable to resolve the issue or provide workaround assistance over the phone or via remote control internet sessions, FaceFirst will, upon customer approval, send a trained technician to the customer’s site. If the problem is deemed to be caused by a defect or failure of the FaceFirst product (including the software), the on-site technician response will be at FaceFirst’s expense. The technician will be sent within five (5) business days of the customer’s approval.

 

Customers may submit support requests 24 hours per day:
a.    via the FaceFirst Customer Portal
b.    by email to support
@facefirst.zendesk.com
c.    or by calling FaceFirst’s support line at 818-540-9802

Support Issue Classification

 FaceFirst will use the following priority definitions to assign all customer support requests and help ensure requests are addressed based on level of urgency.

Priority
Designation
Definition
Priority 1
i.
Event generation failure
ii.
email and/or in-app notification failure
iii.
FaceFirst software/services failure
iv.
Visitor data not being captured
v.
Hardware failure (if hardware is provided by FaceFirst)
Priority 2
i.
Not able to enroll new person of interest
ii.
Not able to log into FaceFirst portal
iii.
Visitor aggregation (if applicable)
iv.
Single FaceFirst camera service failure
Priority 3
i.
Production system with minor standard functionality issues (e.g., slow portal response)
ii.
Clarification on documentation request
iii.
Product enhancement request

Response Time, Update Frequency, and Fix Level of Effort 

P level
Initial FaceFirst Response Time
Update Frequency
Fix Level of Effort
P1
4 business hours
Every four (4) hours
On receipt of a complete problem description, including the business impact and log/configuration files, FaceFirst shall use all reasonable efforts to work on the problem until the issue is resolved or a workaround is provided.
P2
8 business hours
Every two (2) business days
On receipt of a complete problem description, including the business impact and log/configuration files, FaceFirst shall use all reasonable efforts to resolve the problem or provide a workaround.
P3
16 business hours
As needed or as status changes
On receipt of a complete problem description, including the business impact and log/configuration files, FaceFirst shall use all reasonable efforts to resolve the problem, provide a workaround, respond to documentation requests, or provide status updates on enhancement request.
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